Set up a guest feedback flow in WhatsApp

How the flow works

It is built from four templates that chain together:

1. Guest Feedback 3 options is the message the guest receives. It asks how their stay was and offers three buttons: Great, It was okay, Not good.

2. Each button sends a different follow-up template:

   • Great sends the review link template, inviting them to leave a public review.

   • It was okay and Not good send a private feedback template, so the guest tells you directly instead of posting publicly.

The guest chooses, and Viqal handles the rest. Nobody on your team has to sort the responses.

Add the templates from the library

Viqal ships all four templates ready-made, so you do not build them from scratch.

1. In the left menu, open Automation, then Templates.

2. Click New template and choose Use a preset.

3. Search for feedback. You will see the feedback templates:

   • Guest Feedback 3 options

   • Guest feedback, satisfied, review link

   • Guest feedback, unsatisfied, private feedback

   • Guest feedback, unsatisfied, survey

4. Select a template to open the editor with everything pre-filled.

5. Adjust the wording, add an image if you want one, then click Create template.

Add the follow-up templates first, then the 3-option message last. That way the follow-ups already exist when you come to link the buttons.

Link the buttons to the follow-ups

Open the Guest Feedback 3 options template. Under Buttons you will see the three options, each with a dropdown next to it.

For each button, choose what happens when a guest taps it:

• Send another template lets you pick exactly which template comes next. Use this to point Great at the review link template, and It was okay and Not good at the private feedback template.

• Send to A.I. hands the conversation to your AI assistant instead, which then replies based on what the guest says.

The live preview on the right shows how the message will look on WhatsApp as you edit.

Add your review link

Open the review link template and replace the placeholder with your own review URL, for example your Google review page. That is the link happy guests receive, so check it opens the right page before you publish.

Send it to guests

Once the templates are active, add the 3-option message to your Guest Journey as a post-stay step so it goes out automatically after checkout. See Add a step to your Guest Journey for how to schedule it.

You can also send it as a one-off Campaign to a group of past guests.

Test before you publish

Use Send test on the template to receive the message on your own WhatsApp. Tap through each of the three buttons and check you land where you expect. This is worth doing before any guest sees it, especially the review link.

Frequently asked questions

Do I have to build these templates myself? No. All four come ready-made in the template library. You only need to adjust the wording and add your review link.

Can I change the three options? Yes. You can edit the button labels, add more buttons, or remove one. A message can have up to ten quick-reply buttons.

What is the difference between "Send another template" and "Send to A.I."? Send another template gives you a fixed next message, so you control exactly what the guest sees. Send to A.I. lets your assistant reply in its own words based on the conversation. Use templates when the next step matters, like a review link.

Where do the private responses go? They come into your Inbox like any other guest message, so your team can read them and follow up.

Can I use a review platform other than Google? Yes. The review link is just a URL, so you can point it at any review platform you want.

When should the feedback message be sent? Shortly after checkout works best, while the stay is still fresh. Schedule it as a post-stay step in your Guest Journey.

Can I run this in more than one language? Yes. Templates support multiple languages, and guests receive the version matching their language. Use Show translations on the template to review them.