A rating can go two ways — both paths should be useful.
This demo captures a rating after a completed job. High ratings earn a public review request; low ratings trigger a private service alert — additional, never a replacement for the public link.
What triggers this workflow
CRM event fires when an eligible job is marked complete and the agreed cooling-off window has passed.
Source: Job-complete CRM event
Workflow steps
- n8nCapture ratingCustomer replies with a 1–5 rating via SMS, email or web form.
- n8nBranchPublic review (≥4) / private alert (<4) / thumbs-up / thumbs-down — different next step.
- Listmonk + TwilioSame linkEvery eligible customer gets the same public review option.
- Chatwoot + Twenty CRMService alertLow-rating feedback triggers a private alert — additional, never a replacement.
Tools used
Human handoff
Private alerts always reach a person
A low-rating service alert goes to the operations lead within minutes, with the customer history attached. The public review link is unchanged.
- Rating is below the agreed threshold (default 3/5)
- Customer reports a specific issue in the survey
- Customer is a recurring client — head office attention
Try it in your browser
Edit the sample inputs, choose a branch, and see what the workflow produces. The sandbox runs offline — no accounts touched, no messages sent.
Try it in your browser
Edit the inputs, pick a branch, and see what the workflow produces. Runs entirely in your browser — no messages are sent, no accounts are touched.
1. Job marked complete
Job end-of-lease clean for Hannah marked complete. Survey window: 48 hours.
2. Public review invitation (same for every eligible customer)
Hi Hannah, thanks for choosing Bellbird Cleaning. If you have a minute, would you mind leaving a Google review? It helps other locals find us. → bellbird.example/r/abc — Bellbird Cleaning
3. Reporting
{
"event": "feedback_collected",
"job": "end-of-lease clean",
"rating": 5,
"branch": "public-review",
"public_review_link_sent": true,
"private_alert": false
}Sample data only. Numbers, names and messages are placeholders for illustration. Wire the live workflow separately using the setup notes below.
Setup for production
Wiring it for production
Live deployment needs the job-complete event, the rating threshold and a clear review policy.
- Wire the job-complete event in Twenty CRM as the workflow trigger.
- Set the rating threshold for the private-alert branch (default 3/5).
- Document the same-link policy: every eligible customer receives the same public review option, regardless of sentiment.
- Configure the private-alert hand-off so it reaches the operations lead within minutes.
Production prerequisites
- Same public review link agreed for all eligible customers
- Rating threshold signed off
- Operations lead on call for private alerts
Nothing here runs by default. Configuration has to be in place before any live send, booking or contact write.
Questions
Does a low rating hide the public review option?
No. The public review link is the same for every eligible customer. The private service alert is additional — it never hides, delays or replaces the public link.
Does this comply with Google review policy?
Yes. The same neutral request goes to every eligible customer, with no incentives or sentiment-based filtering. We also follow Australian Consumer Law on review handling.
More demos you can run in your browser
Post-Job Feedback & Survey across the platform
Want this post-job feedback & survey workflow running on your stack?
Pick the demo you're curious about or describe your own. We'll come back with what a real deployment looks like for your business — the workflow, the prerequisites, the people involved.