Customer Feedback Automation

Automating feedback requests helps you gather valuable insights into customer satisfaction while saving time and effort. By sending personalized messages in the customer’s preferred language, you can use it to identify areas for improvement, enhance your services, and build stronger customer relationships.

1. Begin by logging into your MyAlice account and navigating to the Create Automation section.

1. Click on Select Trigger to define the event that will initiate the automation.

1. For this workflow, choose Order Fulfilled as the trigger and save it. This ensures the automation starts whenever an order is marked as delivered.

1. To refine the automation further, you can add conditions. For this example, we want to send feedback requests only for orders that have been fulfilled. Click on Condition,

and under Order, select Order Fulfillment Status.

From the dropdown, choose Is and then select Fulfilled as the status. Save the condition to apply this rule.

1. Next, you can customize the feedback request based on the customer’s locale. For instance, if your customers are from different regions and speak different languages, you can send templates in their preferred language. Click on Then to set up this condition.

Set Customer Locale from Order to set the locale of the customer as a condition.

Set the desired Customer Local from the dropdown titled Select Locale.

1. To send the template based on customer locale, click on Action.

1. Then select Send WhatsApp Template under the WhatsApp section.

Choose the appropriate WhatsApp Channel from the dropdown menu and select the desired template.

The Template Preview will show how the message will appear to customers.

If the customer’s locale is English, select the English template (e.g., en_customer_feedback_1). For other locales, such as Arabic, select the corresponding template (e.g., ar_customer_feedback_1) under Otherwise. Assign any necessary variables, such as the customer’s name or order ID, using the Select Variables dropdown. Set a Fallback Value for each variable to ensure the message remains complete even if some data is unavailable. Save the action to finalize the setup.