How do I ask customers for feedback?

Create a WhatsApp template with your question, choose the customer segment, for example everyone whose order arrived this week, and send it now or at a scheduled time. When a customer replies, the AI agent continues the conversation.

Can the AI agent ask follow-up questions?

Yes. You tell it what to ask in its instructions, for example a rating from 1 to 5, what the customer liked, and what to improve. It asks one question at a time, and customers answer in their own words.

Where are the answers saved?

On the contact card. You choose which details the AI agent saves, such as the rating or the main complaint, and your whole team sees them next to the chat.

What happens with negative feedback?

You add a handoff rule, for example “the customer is unhappy with the order”. The AI agent then assigns the chat to your team with the full conversation and pauses its replies, so a person can step in.

How do I see what customers say overall?

Ask the AI Co-pilot in your Chatfuel account, for example “What did customers complain about this week?” It reads the conversations and answers with quotes from real messages.

Can I collect feedback on Instagram and Messenger?

Yes, during the conversation. The AI agent can ask how it went on WhatsApp, Instagram, Facebook Messenger, and your website, for example when a support chat wraps up. Requests sent later, after the chat has ended, go out on WhatsApp as approved templates.

Can I message customers days after their order?

Yes, on WhatsApp. Businesses can start a conversation after the 24-hour window with a Meta-approved template. Meta charges for each template message, so you need an active payment method. When the customer replies, the AI agent picks up the chat.

How much does it cost?

You can start with a free trial to connect your channels and test the AI agent on real conversations. Paid plans are listed on the Pricing page. Meta bills WhatsApp template messages separately.

Automate customer feedback collection with an AI agent

Ask customers how it went, right in WhatsApp. Your AI agent asks follow-up questions, saves every answer to the contact, and passes unhappy customers to your team.

Start Automation How it works

Nuvia SkinAI agent

Today

Order #2143Hydra Serum 50 ml · DeliveredHi Emily! 👋 Your order has arrived. How would you rate it from 1 to 5? A few words help us get better.18:00

4! Love the serum, but delivery took a whole week 😕18:03

Thank you, Emily! 💛 Sorry about the wait, I’ve passed it on to our team. What did you like most about the serum?18:03

The texture, it’s so light on the skin ✨18:05

Feedback requestSent to 186 recent buyers

Follow-up by AI agentin 5 sec

One AI agent for

Saved to contactRating 4 · Slow delivery

Trusted by agencies and businesses

Official Meta Partner
7M+ clients since 2015
4.6+/5On leading review platforms

Feedback gets lost before it helps

Customers will tell you what to fix, just not in a long form. When nobody asks at the right time, their feedback never reaches your team.

Forms nobody fills inEmail surveys and long forms sit unopened in the inbox.
Scattered across chatsComments end up in different chats, never in one place.
Unhappy customers leaveA bad experience goes unanswered, and they don’t come back.
No time to read it allYour team can’t read every reply to spot the patterns.

What is automated feedback collection?

Automated feedback collection asks customers about their experience in a messaging app, after a purchase or a conversation. Customers answer in their own words, in the chat they already use.

With Chatfuel, you send the feedback request as an approved WhatsApp template to the right customer segment. Your AI agent continues the conversation on WhatsApp, Instagram, and Facebook Messenger, asks your follow-up questions, saves the answers to the contact, and passes unhappy customers to your team.

How to automate feedback collection with Chatfuel

ConnectConnect WhatsApp, Instagram, and Facebook Messenger to Chatfuel.
Set your questionsTell the AI agent what to ask and which answers to save to the contact.
Send the requestPick an approved WhatsApp template, choose the segment, and set the send time.
Go liveTurn on the AI agent and review the answers to see what to improve.

How your AI agent collects feedback

New broadcastScheduled

Templatefeedback_requestApproved

AudienceDelivered this week186 contacts

SendFri, Oct 16 · 18:00

Hi {{1}}! Your order {{2}} has arrived. How would you rate it from 1 to 5? A few words help us get better 🙏

Feedback collection use cases

Automated feedback requestsAsk every recent customer for feedback with one broadcast.
Insights on requestAsk the AI Co-pilot what customers say, any time.
Actionable insightsSpot repeat issues and fix what customers point out.
End‑of‑chat check‑insThe AI agent asks how it went when a support chat wraps up.
Service recoveryUpset customers reach a person while it can still be fixed.

Survey forms vs Chatfuel AI agent

Your team still decides what to improve. Chatfuel asks the questions and collects the answers, so feedback reaches you without extra work.

Factor	Email and form surveys	Chatfuel AI agent
Where customers answer	A link to a separate form	Right in the chat
Follow-up questions	The same list for everyone	Asked based on each answer
Unhappy customers	Noticed days later, if at all	Passed to your team with the full chat
Where answers go	A separate spreadsheet	Saved to the contact
Finding trends	Reading every reply by hand	Ask the AI Co-pilot

Learn more about feedback in chat

Feedback collection FAQ

Create a WhatsApp template with your question, choose the customer segment, for example everyone whose order arrived this week, and send it now or at a scheduled time. When a customer replies, the AI agent continues the conversation.

Hear from customers after every order

Ask at the right time. Your AI agent collects every answer.

Start Automation Browse templates