Special Flows

Smart survey answer received

Follow up after a survey response to close the loop—either to resolve an issue (negative) or to encourage advocacy (positive).

Subject line & preview

Example subject variants:

• Thanks for your feedback

• We heard you—here’s what happens next

• We’d like to help

Example preview text variants:

• Reply with details and we’ll look into it.

• Your feedback helps us improve—thank you.

Recommended content

• Acknowledgement: thank the customer for answering.

• If negative: apologize, ask for 1–2 key details, and offer a direct support path.

• If positive: thank them and invite a public review (optional).

• Expectation: response time and what will happen next.

• Help: contact options (email/phone/chat).

Useful placeholders

• {{orderNo}} (if available)

• {{tracking_id/system}} (if linking to a vote/feedback action)

• {{recipient_notification}}

Useful snippets

• Feedback: {% partial thumbrating %}

Loyalty/ Conversion target

Use only if sentiment is positive:

• Review request: rate the experience.

• Refer a friend: invite referrals.

• Join loyalty: member benefits for future orders.

Review reminder (post-delivery)

Prompt a review shortly after delivery/collection while the experience is fresh. Keep it lightweight, provide a clear action, and include a help/returns link so it doesn’t feel purely promotional.

Subject line & preview

Example subject variants:

• How did we do? Review your order {{orderNo}}

• Tell us about your experience with {{shopName}}

• Quick question about your recent delivery

Example preview text variants:

• It only takes a minute—your feedback helps.

• Need help or returns? Links inside.

Recommended content

• Context: reference the recent order/delivery briefly.

• Primary CTA: one clear review action (product review, store review, or delivery experience).

• Keep it short: 1–2 questions max (avoid long surveys in email).

• Optional nudge: explain why reviews matter (help others, improve service).

• Support/returns link: quick link to help or returns portal to reduce frustration.

Useful placeholders

Core:

• {{orderNo}}

• {{shopName}}

Context links (if available):

• {{trackingUrl}}

• {{returnsPortalUrl/client}}

Feedback (if using built-in delivery voting):

• {{tracking_id/system}} (used by {% partial thumbrating %})

Useful snippets

• Delivery feedback (optional): {% partial thumbrating %}

• Product recommendations (optional): {% partial productRecommendations %}

• View order CTA (optional): {% partial viewOrderBtn %}

Loyalty/ Conversion target

• Join loyalty: points for reviews (if applicable) and future perks.

• Refer a friend: referral CTA (small and under the fold).