WhatsApp chatbot survey

Collect data using WhatsApp chatbots by reducing customer effort

Sharing surveys via WhatsApp chatbots allows your customers to take up surveys within WhatsApp, not directing them to the web browser. WhatsApp surveys make it convenient for your customers to provide feedback. 

By making it easy for your customers, you’ll see improved overall response rates with faster replies. Now, let’s go through the step-by-step process of collecting feedback through WhatsApp surveys.

Setting up WhatsApp chatbot survey share

1. After creating a survey, navigate to the Share section, and click WhatsApp.

2. Add a suitable title to the WhatsApp share for your reference.

3. Select your WhatsApp Business Service Provider.

4. Select the recipients you want to share your survey with.
Note: Ensure your recipient's phone/mobile number is in the E.164 format.

Configuring the type of share

1. After selecting the recipients, under Message configuration, choose Chatbot mode.

2. You’ll be asked to turn on partial submission when choosing the chatbot mode. Click Turn on to collect every response from your customer.

3. Either choose to show the first question or a custom message as your initial message. Note: If you select the first question as your initial message, ensure the chatbot message template aligns with the first question of your survey.

4. The first question in the chatbot template will be displayed below. Make sure it's the same as your survey’s first question. If not, you can copy it and update the survey’s first question.

5. Choose the right template depending on your initial message.

6. Click on the placeholder of your message template and choose between the variables to personalize your survey.

Depending on the survey completion level, two different messages can be triggered. 

Success message

On completion of the survey, a success message will be triggered to your customers to end the conversation.

1. Type out the text you want your customers to see after completing the survey.

2. Click on the dollar icon to add the placeholders, if you need any.

Timeout message

If the customer abandons the survey or completes the survey partially, a timeout message will be triggered saying the survey session has ended.

1. Choose a timeout template.

2. Click on the placeholder to personalize the message variables or to add the survey link.

Note: If you want your customers to take the survey after the timeout, create a timeout template and place the web link to the survey.

3. Preview your message template and click Save.

4. You can either choose to send your surveys immediately or schedule them. 

5. Click the Send button on the top right corner of your screen, to share your surveys immediately. To share your surveys as a web link, refer to this article.

Note

• At present, the WhatsApp chatbot is available only through Gupshup.
• The message templates must be created on your WhatsApp BSP account. 

With these steps, you make it easy for your customers to take up surveys while reducing drop-offs and increasing the survey response rates. 

Feel free to reach out to our community if you have any questions.