Feedback Bot: NPS Scores and Reviews After a Purchase
Who It's For and What It Solves
For cafés, services, shops and any business with repeat purchases that cares about map reviews. The bot starts with the /feedback command, which is easy to send to buyers in a broadcast by the “Buyer” tag, and splits answers into promoters and detractors — each gets their own tag.
- Who it's for
- Any business with repeat purchases: café, service, shop
- Level
- Medium — Texts plus one connection: team chat, channel or AI key. About 10–15 minutes.
- What to connect
- Needs: support chat
- How it starts
- The /feedback command — send it to your buyers in a broadcast.
- Blocks in the flow
- 13
How the Bot Talks to a Customer
The bot's messages are taken from the template as is. Highlighted parts are filled in by the bot: your details from Bot Fields or the customer's answers.
- Bot
How likely are you to recommend business name to a friend? 0 — not at all, 10 — definitely.
- Customer
10
- Bot
Thank you! 🙏 A short review would help us a lot — it takes 1 minute:
- ⭐ Leave a Review
How the Flow Works, Step by Step
- Starts with the /feedback command — send it to buyers in a broadcast by the “Buyer” tag.
- A 0–10 score with buttons.
- 9–10 — the “Promoter” tag and a “Leave a Review” button.
- 7–8 — a “what could we improve” question.
- 0–6 — the “Detractor” tag and the chat goes to a manager in the Helpdesk.
What to Adjust for Your Business
- Send a broadcast to the “Buyer” tag: “Rate us — tap /feedback”.
- Set your review page link in the bot fields.
- Connect the Helpdesk — without it an unhappy customer won’t reach a manager.
- If the person is in another scenario, /feedback works after it ends or after /start.
Recommendations
- We recommend sending /feedback in a broadcast by the “Buyer” tag, because then only real buyers get the survey.
What the Template Doesn't Do
- The bot doesn't post reviews on the customer's behalf: it gives a button to your review page, and the choice stays with the person.
- Passing unhappy customers to a manager needs the Helpdesk connected.
Which Blocks It's Built From
Click a block to open its description in the builder reference.
Message
The bot sends a text message. For example: Hi! How can we help?Buttons
A message with buttons to choose from — each button leads down its own path. For example: Menu, Opening hours, Call a manager.Ask
The bot asks a question and remembers what the person answers. For example, it asks for a name or a delivery address.Call operator
Hands the conversation over to a live operator. For example, when a customer asks for a human, the bot brings in a manager.Survey
Asks the customer for a rating and, if needed, a comment. For example, rate the service from 1 to 5 after an order.Tag
Adds or removes labels on the customer. For example, mark bought or interested in delivery, then use labels to build a mailing.Frequently Asked Questions
How does the bot split customers by score?
9–10 — the “Promoter” tag and a “Leave a Review” button; 7–8 — a “what could we improve” question; 0–6 — the “Detractor” tag, an apology and a handover to a manager.
Where do I reply to an unhappy customer?
In the Helpdesk: the chat arrives there with a note of the score the customer gave, and the manager replies right in that chat.
Launch your Telegram bot with Forgebot
Build your first flow, reply to subscribers and watch analytics — free, no code.
Free plan: 1 bot, 5 flows, 100 subscribers. No card required.