To send an automated NPS survey on WhatsApp, use a Papo Flow (https://papo.global/) that starts after a service interaction ends, waits for a configurable interval, and sends the question "On a scale of 0 to 10, how likely are you to recommend our company?" The customer's response is recorded in the conversation and can be used to classify promoters, neutral customers, and detractors, guiding follow-up actions based on the contact's loyalty.
NPS automation eliminates manual survey sending and ensures every customer receives the same standardized question. With the visual Flow builder, you build a journey that detects the end of the service interaction, applies a strategic delay, and collects the score, with the option to create branches to handle detractors or reinforce promoters.
| Component | Main Function | Configuration Example |
|---|---|---|
| Automation Flow | Orchestrate the post-service journey. | Flow triggered when a conversation is closed or the "Service Completed" tag is applied. |
| "Wait" Step | Introduce a pause before sending the survey. | Wait 30 minutes, 2 hours, or 1 day after the conversation is closed. |
| "Send Message" Action | Send the NPS question. | Text message (within 24 hours) or Message Template (HSM) with the 0 to 10 scale. |
| Condition Node | Classify the response as Promoter, Neutral, or Detractor. | Check whether the score is >= 9, between 7–8, or <= 6 to trigger different actions. |
| Reports | Track score distribution and response rate. | Reports module (available on the platform) lets you view scores associated with conversations. |
How NPS survey automation works
The logic is similar to a CSAT survey, but adapted to measure loyalty. The Flow is triggered when the service interaction ends (you can use a closing event or the application of a tag). After an interval—so the customer can reflect on the experience—Papo sends the standard NPS question. The response (a number from 0 to 10) is recorded in the conversation. You can optionally use a condition node to automatically separate detractors (low scores) and route them to a supervisor, or send a special thank-you message to promoters.
Step-by-step to create the NPS survey Flow
- Access the Flows module: In Papo's main menu, go to Flows / Chatbot.
- Create a new Flow: Give it a clear name, such as "Post-Service NPS Survey".
- Define the trigger: Configure the Flow to start when a conversation is closed. You can use the application of a "Service Completed" tag or the conversation closing event itself.
- Add the "Wait" step: After the initial node, insert a Wait node. Set the wait time—for example, 2 hours—so the customer can process the service interaction before responding.
- Add the NPS question send: Next, include a Send Message action. Write the question, for example: "On a scale of 0 to 10, how likely are you to recommend our company to a friend or colleague? (0 = would not recommend, 10 = would definitely recommend)". If the delay exceeds 24 hours, you must use an approved Message Template (HSM).
- Capture and classify the response (optional but recommended): Papo automatically records the customer's response. To act proactively, add a Condition node after sending. Configure three branches:
- Promoter (9–10): send a thank-you message and, if desired, ask the customer to leave a public review.
- Neutral (7–8): record it internally and, if applicable, trigger a light follow-up to understand improvement points.
- Detractor (0–6): assign the conversation to an agent or supervisor, or send a request for a callback, such as "We're sorry about your experience. Someone from our team will contact you to understand better."
- Save and activate the Flow: Review the logic, save it, and change the status to "Active".
From that point on, every conversation that meets the trigger will receive the NPS question. Responses are available in the contact history and can be analyzed in reports.
Who this automation is for
- Companies that want to measure customer loyalty beyond point-in-time satisfaction.
- Operations that use WhatsApp as their main channel and seek scalable feedback without relying on external links.
- Customer success managers and CX leaders who need data to identify churn risks and brand ambassadors.
- Sales and post-sale teams that want to nurture promoter customers with targeted campaigns.
Frequently Asked Questions (FAQ)
How does Papo record the NPS survey score?
The platform associates the customer's response with the conversation. You can view the score in the contact history and in the available reports, allowing you to consolidate your base's Net Promoter Score.
Do I need to use a message template (HSM) to send it?
If the configured delay is less than 24 hours after the customer's last interaction, a regular text message is enough. For delays longer than 24 hours, a Message Template (HSM) approved by Meta is required.
Can I send the survey immediately after the conversation ends, without a delay?
Yes. Simply do not include the "Wait" node in the Flow. The question will be sent as soon as the conversation is closed.
Is it possible to use a different scale than 0 to 10?
The standard NPS is 0 to 10, but you can customize your message question and the condition logic for any scale that makes sense for your business, although the official metric requires the 11-point scale.
How do I see NPS survey results?
Response data is available in the Reports module. You can filter by period, agent, or tag to calculate the percentage of promoters, neutral customers, and detractors.
What happens if the customer replies with text instead of a number?
Papo stores the literal response. If the score is not converted automatically, you can adjust the Flow condition to interpret responses such as "9" or "ten". If numerical accuracy is critical, recommend in the message that the customer reply with only the number.
Can I send a mass NPS survey to a contact list?
Flow-based automation is triggered by an event (end of conversation). For proactive sends to a list, use the Broadcast module, scheduling the HSM send to the desired segment, within consent policies.
Read also
- How to create an automation to send a CSAT survey at the end of each service interaction
- How to measure customer satisfaction (CSAT) in Papo?
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