How to set up an automatic NPS survey flow when a deal is closed

To set up an automatic NPS survey flow when a deal is closed, use a Papo Flow (https://papo.global/) with a won-deal trigger, a wait step, and a WhatsApp message action. The customer's response is logged in the conversation and in the CRM, allowing you to classify promoters, passives, and detractors and trigger follow-ups based on the score.

With this automation, you eliminate manual survey sending and ensure that every customer who closed a deal receives the same standardized question, without relying on team reminders.

Summary of the post-closing NPS flow

Step	Papo feature	Configuration	Result
Automation trigger	Flow / Chatbot	Trigger when marking the deal as won or closing the conversation	Starts the NPS journey
Strategic pause	Wait step	Set minutes, hours, or days	Gives the customer time to process the experience
Question delivery	Send Message action	0 to 10 question on WhatsApp	Collects the recommendation score
Classification	Condition node	Scores 9-10, 7-8, and 0-6	Separates promoters, passives, and detractors
Logging	CRM and Reports	Response associated with the conversation	Consolidates the base NPS and guides actions

How the NPS survey automation works

The logic is similar to a service flow: the Flow is triggered after the negotiation is completed. You can trigger the flow by applying a tag such as “Won Deal” or by closing the conversation. Then the flow waits for a configurable interval so the customer can reflect on the purchase and the service.

After the wait, Papo sends the standard NPS question via WhatsApp: “On a scale of 0 to 10, how likely are you to recommend our company?” The customer's response is automatically logged in the conversation. With a condition node, you can separate detractors, passives, and promoters and trigger different actions for each group, such as a request for feedback on low scores or a thank-you for high scores.

Step by step to set up the NPS Flow

Go to Flows / Chatbot in the Papo dashboard and create a new Flow with a clear name, such as “Post-Closing NPS Survey”.
Define the flow trigger. Use conversation closure or the application of a tag that represents a won deal.
Add the Wait step right after the trigger. Set the wait time, for example 2 hours or 1 day, so the survey does not arrive at the same time as the closing.
Add the Send Message action and write the NPS question in a clear text message. If the pause exceeds WhatsApp's 24-hour window, use a Message Template (HSM) approved by Meta.
Include a Condition node to classify the score:
- Promoter (9 to 10): send a thank-you and, if desired, ask for a public review.
- Passive (7 to 8): log it internally and schedule a light follow-up.
- Detractor (0 to 6): route to an agent or supervisor to address the dissatisfaction.
Save the Flow and activate it. From then on, every contact that meets the trigger will receive the survey automatically.

The responses are visible in the contact history and in Papo reports, allowing you to track the score distribution and response rate.

Who this automation is for

Companies that want to measure customer loyalty after a sale, beyond one-off satisfaction.
Sales and post-sales teams that use WhatsApp as their main channel and need scalable feedback.
Customer success managers who want to identify churn risks and brand ambassadors.
Operations with CRM and Kanban that already track the funnel and want to include the NPS survey in the same flow.
White label resellers who want to offer ready-made NPS automations to their clients.

Frequently asked questions

How does Papo log the NPS survey score?

The customer's response is associated with the conversation. You can view the score in the contact history and in the platform reports to consolidate the base's Net Promoter Score.

Do I need to use a WhatsApp Message Template to send the survey?

Yes, if the send occurs after WhatsApp's 24-hour window. In that case, use a Message Template (HSM) approved by Meta. For shorter pauses, a regular text message can be used within the allowed window.

Can I start the flow with a won-deal tag?

Yes. The automation can be triggered by applying a tag, such as “Won Deal”, or by closing the conversation. The ideal trigger depends on how your team records the sale's completion in the workflow.

Can the condition node automatically separate promoters, passives, and detractors?

Yes. After sending the question, you can configure a condition node to check the score range and route each group to a different action, such as a detractor follow-up or a thank-you to promoters.

Does the NPS survey replace the CSAT survey?

They are complementary metrics. NPS measures loyalty and recommendation, while CSAT measures one-off satisfaction with a service interaction. With Papo, you can use different flows for each goal.