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Set Up NPS and NDR Journeys with Copilot

An outbound WhatsApp journey needs more than message copy. It also needs an event that sends the message and a task that handles the customer's reply. Copilot has built-in playbooks for two common journeys:

  • NPS: ask for a 0–10 recommendation score after delivery, then follow up with detractors.
  • NDR: contact a customer after a failed delivery attempt and help them reattempt delivery, update the address, or cancel.

For either journey, one plain-language request creates an ordered plan with three parts:

  1. A WhatsApp template.
  2. One or more event broadcast rules that send the template.
  3. A trigger-only task that starts when the customer replies to that template.

These are conversational journeys, not WhatsApp Flow forms. Each part is presented as a draft for you to review and save. Details in your prompt override the defaults below.

Before You Start​

Check that the account has:

  • A connected WhatsApp account that can create and send templates.
  • A delivery-event source. Shopify fulfillment events can support both journeys; a ClickPost integration provides the more specific NDR events.
  • Any execute actions you want the NDR task to run, such as reattempt delivery, update an address, or cancel an order. If an action is not available, Copilot falls back to collecting the required details and creating a child ticket or human handoff.

You do not need to create the template or task first. Copilot orders the dependent drafts for you.

Create an NPS Journey​

In Copilot, ask:

Set up the NPS flow end to end.

Copilot uses the following defaults when you do not provide more detail.

1. Draft the survey template​

The default template is named nps_survey. It greets the customer, refers to the recently delivered order, and asks how likely they are to recommend the business on a scale from 0 to 10.

The score is collected as a text reply. The full 0–10 range cannot fit in quick-reply buttons, so keep the instruction explicit: reply with one number from 0 to 10.

2. Send it after delivery​

The broadcast rule sends nps_survey on the Collect Feedback event, 1,440 minutes (24 hours) after delivery. If delivery tracking is not available, the fallback is Collect Feedback after fulfillment.

Confirm that the selected event exists in the account and that its variables provide everything used by the template.

3. Handle the score​

The default trigger-only task is named nps_response_flow. It starts only when a customer replies to nps_survey; an unrelated inbound message cannot start it.

The task:

  • Captures nps_score as an integer from 0 to 10 and politely re-asks after an invalid reply.
  • Treats 0–6 as a detractor score and asks what went wrong, saving the answer as nps_feedback.
  • Thanks customers with a promoter score of 9 or 10 warmly.
  • Thanks the customer and completes the journey in every branch.

A human handoff for detractors is not added by default. Ask for it explicitly if your support team should follow up.

Customize the NPS defaults​

Put overrides in the original request so every draft uses the same choices. For example:

Set up the NPS flow end to end. Send the survey three days after delivery, use our friendly brand voice, and create a child ticket for the retention team when the score is 6 or lower.

Useful details to specify include the delay, wording, score thresholds, follow-up question, team tag, and whether detractors need a human response.

Create an NDR Recovery Journey​

In Copilot, ask:

Set up the NDR flow end to end.

Copilot also recognizes requests phrased as a failed-delivery, non-delivery, or undeliverable-order journey. Its defaults are designed to act immediately and reduce return-to-origin risk.

1. Draft the recovery template​

The default utility template is named ndr_followup. It explains that a delivery attempt failed and gives the customer three quick replies:

  • Reattempt delivery
  • Update address
  • Cancel order

Keep those reply labels aligned with the task branches when editing the draft.

2. Send it on delivery-failure events​

With ClickPost connected, Copilot creates an immediate rule for each available NDR event:

  • NDR — Customer Unavailable
  • NDR — Customer Unreachable
  • NDR — Address Issue
  • NDR — Rejected By Customer
  • NDR — Other Delivery Failure

ClickPost NDR events support tag conditions only. If ClickPost is not connected, Copilot uses Shopify's Attempted Delivery event instead. The default delay is zero because failed deliveries are time-sensitive.

Review the event list before saving. Copilot selects events from the account's catalog rather than inventing event IDs.

3. Resolve the customer's choice​

The default trigger-only task is named ndr_resolution_flow. It starts only from a reply to ndr_followup and branches on the selected button:

  • Reattempt delivery: run an available courier-reattempt action; otherwise hand the request to an agent or create a child ticket for operations.
  • Update address: collect the complete corrected address and pincode, then run an available address-update action or create a child ticket containing the new details.
  • Cancel order: confirm the choice, then run an available cancellation action or hand it to an agent.

Copilot only uses data points and execute actions already available in the account. If a required action does not exist, create the integration, custom API, and execute action first, or use the manual child-ticket fallback.

Customize the NDR defaults​

For example:

Set up the NDR flow end to end. Trigger it only for the Customer Unreachable and Address Issue ClickPost events. Let customers reattempt or update their address, but route cancellation requests to the logistics team for confirmation.

Useful details to specify include events, delay, reply options, confirmation copy, team routing, and the execute actions each branch should use.

Review, Activate, and Test​

Work through the Copilot drafts in dependency order:

  1. Review and save the WhatsApp template, then submit it for WhatsApp approval. Event-triggered sends require an approved template.
  2. Review each broadcast rule. Confirm the event source, delay, conditions, template variables, and selected template.
  3. Review the reply-handling task. Confirm that it is trigger-only, references the exact template, validates the expected reply, and has a safe outcome for every branch.
  4. Test each reply path before enabling the journey for customers. For NPS, include invalid, detractor, passive, and promoter scores. For NDR, test every button and both the automated-action and manual-handoff outcomes you use.
  5. After activation, use the event and template logs to verify that the delivery event arrived and triggered the expected send.

If you ask for only one part—such as only the NPS template or only the NDR event wiring—Copilot drafts that part instead of rebuilding the whole journey.