You can enter any message you want for your new automations. Here are some suggestions. Please note: Anything {like this} in the message indicates a dynamic field. Just click the Merge Tag button and choose the appropriate dynamic field from the dropdown, replacing the entire {text} with the trigger event property.

1. Message using initial_review trigger, (this is your checkout (initial) survey):

Hi {firstName}, we need your advice! Please rate your recent {companyName} experience at {rateUrl}

Your message with Merge tags will look more like this:

2. Message using product_review trigger:

Hi {firstName}, thank you for leaving us a product review, we really appreciate it!

3. Message using 4_and_5_star_positive_review trigger:

Thank you so much for your review! We truly appreciate your feedback and will use it to better serve our future customers.

4. Message using 3_star_neutral_review trigger:
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Would you like to talk to someone in our customer service department about your recent order?

Reply yes or no

After adding your message, drag “Wait for event split” over to the flow:

Pick “Subscriber Response” as the event and choose your Max wait time. Then, for branch A, pick “Message Body is yes” like this:

Be sure to save. This will make it so if the customer types yes, the message flow continues. If they don’t, the flow ends.

Then, add a new message by dragging “Send Message” to Branch A of the flow:

This follow-up message can say whatever you’d like. We recommend:
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Thank you for your response. Someone will reach out to you soon.

5. Message using 1_and_2_star_critical_review trigger:

It looks like you may be having an issue with your order. Would you like to talk to someone in our customer service department?

Reply yes or no

You can then follow the same steps above to add an A branch with a follow up message like:

Thank you for your response. Someone will reach out to you soon.