Step 1. Define when the flow is triggered

Step 2. Add a delay based on product experience

Wait until the customer has received and had time to use the product.

This delay should reflect:

• delivery time

• time needed to try the product

This ensures the request feels relevant and not premature.

Step 3. Send the review request message

Ask the customer to share their experience in a simple and direct way.

Include:

• a short, clear request (e.g. “How was your experience?”)

• a reference to the product

• a direct review link

• optionally, a small incentive

Keep the message short and easy to act on.

Step 4. Add a delay

Wait a few days before following up. This gives customers time to respond without feeling pressured.

Step 5. Check for review or engagement

Check whether the customer has already left a review or taken the desired action.

• If yes, remove them from the flow

• If not, continue

This ensures you only follow up with customers who haven’t responded.

Step 6. Send a follow-up reminder (optional)

Send a gentle reminder to customers who haven’t left a review.

Include:

• a shorter message

• a clear review link

• optional incentive

Keep the tone supportive, not pushy.

Step 7. Move the customer to another flow (optional)

Use this moment to connect engaged customers with other parts of your lifecycle.

Examples:

• referral or “invite friends” campaign

• loyalty or VIP onboarding

• repeat purchase flows

This helps you build on engagement instead of ending the interaction.

Step 8. End the flow

The flow ends after the review is submitted or the sequence is completed.

Pro tip: Turn this into a lightweight NPS flow – ask customers to rate their experience (0–10), then invite promoters (9–10) to leave a public review, while routing passives and detractors into feedback or support flows to improve the experience before asking for anything public.

Useful links