Automate Review Requests in Chat
Ask for a review in chat once the order has arrived. When an order is delivered, AeroChat asks customers who opted in how it went and sends the link to leave a review in your reviews app. If a customer reports a problem, it also opens a case for your team so the problem gets fixed. It records who was asked, so nobody is asked twice.
What the customer asks
Review requests by email are easy to ignore. In chat, customers answer, and some answer with more than a rating.
- “Loved it, where do I post?”
- “Can I add a photo?”
- “It’s good but the strap broke.”
- “Do I get anything for reviewing?”
What AeroChat does, step by step
- Your store or courier marks the order delivered and sends the event to AeroChat.
- AeroChat checks the customer opted in to WhatsApp messages and has not been asked recently.
- It sends your approved template asking how the order went, with the review link.
- When the customer replies, it thanks them and sends the review link for the product they bought, which takes photos too.
- If the customer reports a problem, it opens a case for your team with the order and their words, and still leaves the link with them.
- It notes on the customer’s profile that they were asked, so they are not asked again too soon.
The systems it uses
- Your reviews app. Judge.me, Loox, Okendo, Stamped and Yotpo connect through their APIs for review links and product ratings.
- Your store platform. Built in. Shopify, WooCommerce and Wix connect in the AeroChat dashboard. AeroChat reads the delivered order and notes the request on the customer.
- WhatsApp templates. A message your business starts outside the 24-hour customer service window needs the customer’s opt-in and an approved template. See WhatsApp message templates.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What it looks like on WhatsApp
AeroChat: Hi Leo, your Trail backpack arrived yesterday (example). How is it? If you have a minute, you can review it here: [review link]
Customer: Really good. Can I add a photo?
AeroChat: Yes, the review page lets you upload photos. Thanks, Leo.
In your store: the customer is tagged “review asked” with today’s date.
The recipe
Copy this into AeroChat
When an order is marked delivered, follow these steps.
- If the customer did not opt in to WhatsApp messages, or was asked for a review in the last 90 days (example), do nothing.
- Send our approved template review_request (example) with their name, the product and the review link.
- If they reply happily, thank them and send the review link for the product again.
- If they report a problem, apologize, open a case for our team with the order and their message, and tell them a person will reply.
- Tag the customer “review asked” (example) with the date.
Send the review link to everyone who replies. Never offer a reward for a positive review. Reply in the customer’s language.
Check your reviews app’s rules on incentives before you offer anything for a review.
Where it runs
This workflow runs the same way on WhatsApp, Instagram, Facebook Messenger, TikTok Shop buyer chat, Shopee and Lazada chat, Telegram, your web chat and email. It uses the same store connection and the same rules on every channel, so a customer gets the same answer wherever they ask.
Channel versions: review requests on WhatsApp, and the ready-to-copy templates for WhatsApp, Shopee and TikTok Shop.
Related: review requests after delivery and feedback on WhatsApp.
Questions
When should the review request go out?
When the order is marked delivered, so the customer has the product. Your store or tracking app sends that event to AeroChat.
Can customers leave the review inside the chat?
They follow your review link, which opens your reviews app’s form. Where the app’s API accepts reviews directly, the recipe can collect the rating in the chat instead.
Does it only ask happy customers?
No. Everyone who replies gets the review link. Customers who report a problem also get a case opened for your team.
Which plan do I need?
Workflows via Skills are on every plan, with a 7-day free trial. Plans differ by AI response volume and seats. Payment links and WhatsApp broadcasts are on Growth and above. See plans.
Ask for reviews when the product has just arrived
Start the trial, connect your store and reviews app, and paste the review recipe. Then mark a test order delivered.
Start your 7-day free trial. No credit card needed.
Sign up for an annual plan on Growth or above and we’ll set up your workflows and connect your store for you, free. See plans.
On Shopify? Install AeroChat from the Shopify App Store.