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Feedback Request

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When to use this workflow

    A feedback request sent at a random hour gets ignored. Asked at 3 AM, it is deleted by morning before the user reads it.

    A single ask with no follow-up gets a low response. Most people mean to answer later and never do.

    Requests keep going after the user responded. Someone who already gave feedback still gets asked again.

    Asking the instant it ends gets a rushed answer. Before the experience settles, the reply reflects the last second, not the whole interaction.

How it works

1

An interaction finishes

When an interaction completes (INTERACTION_COMPLETED), the workflow waits a short while.

TriggerDelay
2

Asked during working hours

It holds until the user's daytime, then asks for feedback.

Time WindowSmart Channel Routing
3

One reminder if no response

If there is no answer in two days, a single reminder follows, also in working hours.

Wait UntilTime WindowSmart Channel Routing
4

Responding ends it

Submitting feedback (FEEDBACK_SUBMITTED) stops the reminder.

Wait UntilExit

Best practices

    Ask during the user's working hours, in their timezone

    A request at 3 AM is gone by morning. A Time Window holds the ask until 9 to 6 in the user's own timezone, when they will actually answer.

    Keep the ask to one question, not a survey

    Right after an interaction, a single-tap rating gets answered; a long form gets closed. Lead with one question and make any detail optional.

    Wait a short while for more considered feedback

    A short Delay after the interaction lets it sink in, so the reply reflects the whole experience rather than a rushed reaction to the last moment.

Common mistakes to avoid

    Asking cheerfully after an interaction that went wrong

    A "how did we do?" after a failed or escalated interaction rubs salt in. Branch on the outcome so a bad one gets a different ask, or none.

    Reminding a user who already responded elsewhere

    If the user gave feedback through another channel, FEEDBACK_SUBMITTED still has to fire, or they get reminded for something they already did.

    Adding more reminders than the moment is worth

    One ask and one reminder is plenty for a single interaction. A third nudge for feedback reads as pestering and costs you goodwill.

What users receive

The actual notifications this workflow sends, on each channel.

Feedback Request Post Interaction

Email
Feedback Request Post Interaction — Email
Android push
Feedback Request Post Interaction — Android push
iOS push
Feedback Request Post Interaction — iOS push

What good looks like

Primary signal Responses

More feedback comes back

More users complete the ask when it is short and followed up once, compared with a single request that is easy to ignore.

Fatigue signal Opt-outs

Feedback asks get muted

When users mute feedback requests, the asks are too long, too frequent, or arriving after the user already responded.

Support

Frequently Asked Questions

Quick answers about setting up and running this workflow.

A short while after the interaction (a Delay), then held by the Time Window to the user's 9-to-6 so it lands when they are likely to answer.

Submitting feedback (FEEDBACK_SUBMITTED) stops it at the Wait Until, so a user who answered is not asked again.

Email, mobile push, and WhatsApp, sent by Smart Channel Routing so the ask reaches the user where a quick reply is easy.

Once, then one reminder two days later if there is no response. After that it stops, so a single interaction is never chased more than twice.

Fire INTERACTION_COMPLETED, then FEEDBACK_SUBMITTED with the same interaction_id to confirm the stop. The Time Window may hold the send to daytime. Use the Test button in the editor, the SuprSend Agent, or the API, CLI, or MCP.

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