Email review requests get 20% opens. WhatsApp gets 80%. Here's how to 4x your review collection rate. Customer reviews drive trust, conversions, and product feedback — but email requests get ignored. WhatsApp review collection changes that. With 80%+ open rates (vs. 20% for email), WhatsApp review requests actually get seen and answered. MoltFlow automates the entire customer reviews automation flow — send personalized requests, track responses, follow up automatically.

This guide shows you how to set up WhatsApp review collection in under 10 minutes and 4x your response rate.

What You'll Need

Before starting, make sure you have:

A connected WhatsApp session — Follow the WhatsApp connection guide if you haven't connected yet.
Growth or Business plan subscription — WhatsApp review collection campaigns are available on Growth and Business plans. Upgrade here if you're on the Free plan.
Customer phone numbers — You can add them manually or upload a CSV for bulk customer reviews automation.

You don't need any technical skills — the entire process happens in the dashboard UI.

Why WhatsApp for Reviews?

WhatsApp has 4x the open rate of email — MoltFlow makes it easy to leverage that for review collection. Here are the massive advantages:

80%+ open rate — Most people read every WhatsApp message they receive, compared to only 20% of emails. This is why WhatsApp review collection works.
Instant delivery — No waiting for customers to check their inbox. The request appears on their phone immediately.
Already in their pocket — Customers use WhatsApp daily. No need to download an app or remember a website URL.
Conversational — WhatsApp feels personal, not like marketing spam. Customers are more likely to respond to customer reviews automation that feels human.

MoltFlow automates the entire WhatsApp review collection flow so you don't need to manually follow up with hundreds of customers.

Step 1: Navigate to Review Campaigns

From your MoltFlow dashboard:

Click Reviews in the left sidebar

You'll see the review campaigns page, which displays:

Active campaigns with status (running, paused, completed)
Response rate (percentage of customers who replied)
Average rating across all responses
Total requests sent and total responses received

If this is your first time, the page will be empty.

Step 2: Create Your First Campaign

Click the "Create Campaign" button in the top-right corner.

A modal will appear asking for campaign details:

Campaign Name

Enter a descriptive name so you can identify it later. Examples:

"Post-Purchase Feedback January 2026"
"Holiday Season Satisfaction Survey"
"New Product Launch Reviews"

Select Session

Choose which WhatsApp session will send the review requests. If you have multiple sessions (e.g., one for support, one for sales), pick the appropriate one.

The session must be in "WORKING" status (green badge). If your session is stopped or failed, reconnect it first.

Rating Scale

Choose how customers will rate their experience:

1-5 stars (default) — Simple, universally understood. "1 = poor, 5 = excellent"
1-10 NPS (Net Promoter Score) — More granular. "1 = would not recommend, 10 = would definitely recommend"

Most businesses use 1-5 stars because it's familiar and easy to answer quickly.

Click Create

MoltFlow will create the campaign and open the customization screen.

Step 3: Customize the Review Request Message

Now you'll customize the message that gets sent to customers.

Default Template

MoltFlow provides a default template:

Hi {name}! How was your experience with us? Reply with a number 1-5 (1=poor, 5=excellent) to rate your experience.

You can use this as-is or customize it to match your brand voice.

Template Variables

Use these variables to personalize messages:

{name} — Customer's name (if available in your contact list)
{business} — Your business name (from account settings)
{product} — Product/service name (if you include it when adding customers)

Example customization:

Hey {name}! Thanks for choosing {business}. We'd love to hear about your experience. Rate us 1-5 stars (1=needs work, 5=amazing!). Your feedback helps us improve!

Follow-Up Questions (Optional)

You can configure follow-up questions based on the rating:

For ratings 4-5 (positive):

Awesome! Would you mind leaving us a quick review on Google? [link]

For ratings 1-3 (negative):

We're sorry to hear that. What could we have done better? Your feedback helps us improve.

This lets you:

Amplify positive feedback — Turn happy customers into public reviewers
Address negative feedback privately — Resolve issues before they become public complaints

Click Save

Your message template is now configured.

Step 4: Send Review Requests

There are two ways to send review requests: Manual (one-time batch) or Automated (triggered by events).

Option A: Manual Send (Quick Start)

This is the simplest way to get started with WhatsApp review collection.

Click "Add Recipients" on your campaign page
Enter customer phone numbers (one per line, with country codes)
Optionally add names and products for personalization
Click Send Now

MoltFlow will queue the messages and send them over the next few minutes, spacing them out to avoid spam detection. Perfect for one-time customer reviews automation batches.

Example recipient list:

text

15551234567,John Doe,Premium Plan
15559876543,Jane Smith,Starter Plan
15555555555,Bob Johnson,Enterprise Plan

Format: phone,name,product (name and product are optional).

Option B: Automated Triggers (Advanced)

You can trigger WhatsApp review collection automatically using webhooks for true customer reviews automation.

Use case: Send a review request 24 hours after a customer receives their order.

Set up a webhook in your order management system (Shopify, WooCommerce, etc.) that fires when an order is delivered
Have the webhook call MoltFlow's API to add the customer to a review campaign:

bash

curl -X POST https://apiv2.waiflow.app/api/v2/reviews/campaigns/{campaign_id}/recipients \
  -H "X-API-Key: YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "phone": "15551234567",
    "name": "John Doe",
    "product": "Blue Widget"
  }'

MoltFlow automatically sends the WhatsApp review request

For more details on automated customer reviews automation, see the webhooks guide.

Throttling & Anti-Spam

MoltFlow automatically spaces out review requests to avoid triggering WhatsApp's spam filters:

Max 100 messages per hour per session (Growth plan)
Max 500 messages per hour per session (Business plan)
Messages are queued and sent gradually

You'll see a progress bar showing how many requests have been sent vs. queued.

Step 5: Track Responses and Analyze Feedback

After sending WhatsApp review collection requests, customers will start responding. MoltFlow tracks everything automatically — the core of customer reviews automation.

Dashboard Overview

The campaign dashboard shows:

Response rate — Percentage of customers who replied with a rating (e.g., 45% response rate)
Average rating — Mean score across all responses (e.g., 4.2 / 5.0)
Rating distribution — Chart showing how many 1-star, 2-star, 3-star, etc. responses you received

Individual Responses

Click "View Responses" to see detailed feedback:

Customer name and phone
Rating given (1-5 or 1-10)
Timestamp of response
Any text replies (if customer added comments)

Export Data

Click "Export CSV" to download all responses for analysis in Excel, Google Sheets, or your CRM.

The CSV includes:

text

phone,name,rating,comment,timestamp
15551234567,John Doe,5,"Great service!",2026-02-13T10:30:00Z
15559876543,Jane Smith,3,"Delivery was slow",2026-02-13T11:15:00Z

Use this data to:

Calculate NPS (Net Promoter Score)
Identify trends in feedback
Follow up with unhappy customers
Share positive reviews on your website

Responding to Reviews

If a customer leaves a negative rating or a comment, you can respond directly:

Click their response in the dashboard
Click "Reply"
Type your message
Click Send

The response goes through WhatsApp as a regular message, keeping the conversation personal.

Best Practices

Follow these tips to maximize response rates and get useful feedback:

1. Send Within 24 Hours of Service Delivery

Timing matters for WhatsApp review collection. Send review requests while the experience is still fresh in the customer's mind. If you wait a week, they'll forget the details.

Good: Send the request 2-4 hours after delivery confirmation for maximum customer reviews automation response rate.

Bad: Send it a week later when they've moved on.

2. Keep Messages Under 200 Characters

WhatsApp is conversational, not a survey platform. Short messages get higher response rates.

Good: "Hey John! Rate your experience 1-5 (1=poor, 5=great). Your feedback helps us improve!"

Bad: A 500-word essay explaining the survey, privacy policy, and what each rating means.

3. Follow Up on Negative Reviews Personally

If someone gives you 1-3 stars, don't ignore it. Respond within an hour:

"Thanks for the feedback. We're sorry we didn't meet expectations. Can you tell us what went wrong so we can make it right?"

Turning a negative experience into a positive resolution builds loyalty.

4. Thank Customers for 5-Star Reviews

Positive reviews deserve appreciation:

"Thank you so much! Your support means the world to us. If you have a minute, we'd love if you could leave a quick review on Google: [link]"

This converts private praise into public social proof.

5. Don't Spam the Same Customer

Track who you've sent requests to and avoid sending more than once per month. Repeated requests feel pushy and damage trust.

MoltFlow automatically deduplicates — if you upload the same phone number twice, it only sends once.

What's Next?

Now that you're using WhatsApp review collection to 4x your response rate, explore these related features:

Schedule Recurring Messages — Automate the timing of review requests (e.g., send 24 hours after purchase) for true customer reviews automation
Send Bulk Messages — Send one-time review request campaigns to hundreds of customers at once
Set Up Webhooks — Trigger WhatsApp review collection automatically when orders are delivered
Create Custom Groups — Segment customers by satisfaction level (promoters, passives, detractors) for targeted follow-ups

WhatsApp review collection is just one piece of WhatsApp automation. Use MoltFlow to build a full customer engagement workflow.

Ready to stop getting ignored by email and start getting reviews? Start your Growth trial and see how businesses 4x their review response rate with WhatsApp review collection.

Need help? Contact support via the dashboard chat or email us at [email protected]. We typically respond within 2-4 hours.

WhatsApp Review Collection (4x Higher Response Rate)