Starting from an automation template

Building from an empty canvas is rarely the fastest route. Templates give you a working flow to adapt.

Template categories

Templates are grouped by the job they do:

• Customer Feedback — general feedback collection
• Feedback Survey — survey-driven flows
• Review Request — asking customers for public reviews
• Review Response — replying to reviews as they arrive
• Review Management — monitoring, routing and escalation

What to change before activating

A template is a starting point, not a finished workflow. Always review:

The trigger conditions. Templates ship with sensible defaults that aren’t necessarily yours. Check rating thresholds and any filters.

The recipients. Notify Team and Escalate steps need to point at the right people in your business.

The message copy. Template copy is deliberately generic. Rewrite it to sound like you — this is the difference between a template that works and one that reads like a template. → Setting the tone

The survey. Any Send Survey step needs one of your surveys selected.

The wait durations. Timing is business-specific. A three-day wait that suits e-commerce is wrong for a restaurant.

Then test it. → Testing and activating

Copying a workflow you’ve already built

Workflows export as JSON and import the same way. Two good uses:

Replicating across locations. Build it once, adapt it per site, rather than rebuilding from scratch each time and introducing small inconsistencies.

A safety copy before major surgery. Export before restructuring an active workflow, so you can get back to a known-good version.

Browse the library

We maintain a library of automation ideas organised by job and industry, with the reasoning behind each.

→ Automation library → Automation recipes worth setting up