WhatsApp Review Requests let you ask customers for feedback through WhatsApp. After connecting a WhatsApp number, you can choose the sender, customize the request message, and send requests individually, in bulk, or through workflows.

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What are WhatsApp Review Requests?

WhatsApp Review Requests allow businesses to send review invitations directly to customers through a connected WhatsApp Business number. Requests can include a personalized message and a link directing the customer to leave a review.


Key Benefits of WhatsApp Review Requests

WhatsApp provides another convenient channel for reaching customers where they already communicate.

  • Direct communication: Send review requests through WhatsApp.

  • Flexible sending: Send requests individually, in bulk, or through workflows.

  • Personalized messaging: Customize request content with customer information.

  • Automation: Trigger review requests automatically using workflows.


How To Setup WhatsApp Review Requests

Proper setup ensures requests are sent from the correct WhatsApp number with the intended message.

Step 1: Connect WhatsApp

  1. Go to Settings > WhatsApp.

  2. Subscribe to WhatsApp if needed.

  3. Follow the prompts to connect your WhatsApp Business number.

Step 2: Select the Default Sender

  1. Go to Reputation > Settings > WhatsApp Requests.

  2. Under Default WhatsApp sender number, select the connected number you want to use.

  3. Click Save.

Step 3: Configure the Review Request Message

  1. Open the WhatsApp Review Request settings.

  2. Select or customize your review request message.

  3. Include your review link and any supported personalization fields.

  4. Save your changes.


Send WhatsApp Review Requests

WhatsApp review requests can be sent manually or automatically depending on your workflow.

Send a Single Request

  1. Go to Reputation.

  2. Click Send Review Request.

  3. Select the customer.

  4. Choose WhatsApp as the channel.

  5. Review the message and send the request.

Send Bulk Requests

  1. Open the review request area.

  2. Select or import the contacts you want to reach.

  3. Choose WhatsApp as the channel.

  4. Review the request details.

  5. Confirm the bulk send.

Send Requests with Workflows

  1. Go to Automation > Workflows.

  2. Create or open a workflow.

  3. Add the trigger that should start the request.

  4. Add the appropriate review request action.

  5. Configure the WhatsApp request.

  6. Save and publish the workflow.


Best Practices

Following a few basic practices can improve the customer experience and help keep your messaging compliant.

  • Send requests soon after a completed service or positive interaction.

  • Personalize messages when possible.

  • Keep the request short and clear.

  • Verify the review link before sending.

  • Make sure you have the appropriate consent to contact customers through WhatsApp.


Frequently Asked Questions

Q: Do I need to connect WhatsApp before sending review requests?
Yes. A WhatsApp Business number must be connected before it can be selected as the sender.

Q: Can I automate WhatsApp review requests?
Yes. You can use workflows to trigger review requests automatically.

Q: Can I choose which WhatsApp number sends the request?
Yes. Select the preferred connected number under Reputation > Settings > WhatsApp Requests.

Q: Can I send requests to multiple customers?
Yes. WhatsApp review requests can be sent individually or in bulk.



Need Help?

If WhatsApp review requests are not sending as expected, verify that:

  • WhatsApp is connected to the correct account.

  • A default WhatsApp sender number is selected.

  • The review request message is saved and includes the correct review link.

  • The customer has a valid WhatsApp-enabled phone number.

  • The workflow is published if you are sending requests automatically.

  • The correct contacts are selected for single or bulk sends.

  • You have the appropriate consent to contact the customer through WhatsApp.

If the issue continues, collect the sender number, contact, sending method, exact error message, and screenshots of the review request settings before contacting support.