How it works Follow-ups Voice notes Setup Fallback & consent
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WHATSAPP CONVERSATIONAL INTERVIEWS
01 Listen · AI-Powered Engagement

Turn your survey into a WhatsApp conversation.

Email and SMS send a link and wait for a click. Cloud4Feed brings your survey into the WhatsApp chat your customers open every day — they answer right there, so more of them reply. Same survey, same results, analysed by the same AI engine.

Request a Demo → See a conversation ↓
↩ Two-way · response rates email and SMS can't reach
16:24▮▮▮
‹ CD CityDrive ServiceBusiness account
Today
Hi Daniel 👋 Thanks for visiting CityDrive Northgate for your 40,000 km service today. Do you have 1 minute to tell us how it went?16:21
Sure Not now
How was your service visit overall?16:21
😐 Okay16:22 ✓✓
✦ AI follow-up
Thanks! What would have made today a 9 or 10 — the wait, the price, or something else? You can send a voice note if that's easier.16:23
🎙
0:2416:24 ✓✓
Message
🎙 Voice note → transcribed & coded
✦One follow-up — only when an answer is vague
  • More customers answer — two-way, in the chat
  • Tap-to-answer questions
  • ✦One smart follow-up, only when needed
  • Voice notes, transcribed & analysed

Email and SMS wait for a click. WhatsApp starts a conversation.

One-way: a link and a wait

  1. 1
    Email or SMS arrives
    CityDrive: How was your service? Tell us here: c4f.link/s/x7
    Not opened yet
  2. 2
    Open it, tap the linkLink not tapped
  3. 3
    Page loads · form page 1 of 3Stopped halfway
  4. 4Each extra step is a chance to drop off.
→

Two-way: the survey comes to them

How was your service visit overall?
😊 Great😐 Okay🙁 Poor
😐 Okay ✓✓
Thanks, Daniel — we'll make it better. Was your car ready at the time we promised?
YesNo
No ✓✓

Every question arrives in the chat — customers answer with a tap, a word or a voice note, right where they are.

Keep SMS and email. Add WhatsApp.

SMS & email surveysKeep them, as they are
+
WhatsApp conversationsAdd the channel more customers answer
=
One result setMore customers heard, coded by the same AI engine

WhatsApp doesn't replace SMS or email — it adds a two-way channel, and SMS or email stay as the next step when someone doesn't reply.

From touchpoint to answer — in one chat.

A touchpoint triggers the survey, an approved WhatsApp message opens the chat, and your questions follow in the same order you designed them.

  1. 1

    Trigger

    Service visit closedNorthgate · RO-48213

    Any touchpoint from your systems, through native integrations.

  2. 2

    Invite

    Hi Daniel 👋 Thanks for visiting CityDrive Northgate for your 40,000 km service today. Do you have 1 minute…
    Utility templateApproved ✓

    Lands in a chat they read — not an inbox they skim.

  3. 3

    Tap to answer

    😊 Great😐 Okay🙁 Poor
    YesNo

    Rating and choice questions stay exactly as designed — same wording, same order.

  4. 4

    Open question

    It was ok ✦ What would have made today a 9 or 10…? ▶ 0:24

    Text or voice, with one smart follow-up when needed.

  5. 5

    Results

    Daniel R. CSAT Okay · NPS 6 · 3 topics coded
    → 360° profile

    Lands in your results and the customer's profile.

Feels like a chat, not a form

😊 Great → Great to hear! 🙌 One more quick one…
😐 Okay → Thanks, Daniel — we'll make it better.
🙁 Poor → Sorry to hear that, Daniel. Help us fix it:

Personal greetings, natural transitions that follow the last answer and your brand's tone — chosen from ready-made phrase sets, so every message stays on-brand and predictable.

Every language you survey in

Template per language
Hi Daniel 👋 Thanks for visiting CityDrive Northgate for your 40,000 km service today. Do you have 1 minute to tell us how it went?
SureNot now

Run the same conversation in each of your survey languages.

▤ Build your survey once — 30+ question types, display & skip logic and AI-built surveys → Surveys

One smart follow-up — only when it matters.

When an open answer is too short or too vague to act on, the AI engine asks one short, relevant follow-up. When it isn't, the conversation simply moves on.

When does the AI engine ask?

Open answer received AI engine checks the answer
✦Ask one follow-up
None of these → Continue the survey

Without a follow-up

· It was ok → General experience — neutral · Nothing to act on.

With one follow-up

🎙 “Pickup was two hours late and nobody called me. Mark at the desk was great though — he explained every item on the invoice.”
↓
− Vehicle ready on time — negative − Proactive updates — negative + Service advisor — positive Intent: Complaint

Three clear topics, one clear action.

  • ✓Maximum one follow-up per conversation
  • ✓Only on open-ended questions
  • ✓Rating questions are never changed
  • ✓No reply? The survey simply continues.

Let customers just say it.

Customers can answer any open question with a voice note — so people who would never type a long answer still tell you what happened. It's transcribed and analysed exactly like a written answer.

VOICE NOTE
0:24🎙 Daniel R.
→
TRANSCRIPT

“Pickup was two hours late and nobody called me. Mark at the desk was great though — he explained every item on the invoice.”

→
✦ AI engine
→
CODED
− Vehicle ready on time − Proactive updates + Service advisor Intent: Complaint Emotion: Frustration

In your customers' languages

EN TR DE FR ES AR (RTL) + more 🌐 50+ languages
🎙 ▶ 0:18 TR

“Araç iki saat geç hazır oldu, kimse aramadı.”

− Vehicle ready on time — negative

Voice notes are transcribed in the language of your survey — and coded into the same topics.

Privacy by default

Accept voice notes
Keep the original audioRequires approval

By default, the audio file is deleted once it's transcribed — only the text is kept.

✦ Every voice note is transcribed and analysed by the same AI engine → Conversation & Text Intelligence

Your WhatsApp number. Your Meta pricing. Our conversation engine.

Connect your own WhatsApp Business account. Meta bills you directly for messages at its own rates — we never add a markup. Cloud4Feed charges a simple, volume-based fee for the conversations it runs.

Your WhatsApp Business account

  • · Your number
  • · Your approved templates
  • · Your quality rating
  • Messages billed by Meta to you
⇄

✦Cloud4Feed

Conversation flow AI follow-ups Voice-note processing Fallback & consent
⇄

Your Cloud4Feed results

  • · Surveys
  • · 360° profiles
  • · Workflows & cases

Connection status

WhatsApp Business accountConnected ✓
+44 20 7946 0123CityDrive Service
Quality rating: High Messaging limit: 10K customers / day
Last sync: 4 min ago

Message templates

Survey invitation Approved ✓
Utility · EN, TR, DE Reason: Category should be Utility
Reminder Approved ✓
Utility · EN, TR Reason: Category should be Utility
Thank you ◷ Pending
Utility · EN Reason: Category should be Utility

Ready-made templates, submitted for approval in your account.

Usage this month

4,812completed conversations
1,036follow-ups
612voice notes
Plan: 7,800 conversations / month
62% of your planAlert at 80%

See exactly what you use — no surprises.

Reach every customer — WhatsApp first, SMS or email next.

If a customer doesn't answer on WhatsApp, a reminder goes out in the same chat, then the survey moves to SMS or email automatically. Without WhatsApp consent, it goes straight to the next channel.

Fallback timeline

  1. 10:02 · WhatsApp invite sent
  2. 🔔16:02 · Reminder in the same chat
  3. ◷
    No reply in 12 hours
    Fallback after:
  4. ☾22:02 · Quiet hours — waits until 09:00
  5. SMS09:00 · SMS sent automatically
  6. ✓09:14 · Answered by SMS ✓
WhatsApp chat closed · counted once

Consent, per channel

Daniel R.
Email ✓ SMS ✓ WhatsApp ✓
WhatsApp: Granted 12 Mar 2026 · v3
Customer #20418
WhatsApp ✕ → Sent by email instead

WhatsApp needs its own consent. No consent, no message — checked every time.

Quiet hours & frequency

☾ Quiet hours 21:00–09:00 Max 1 survey per customer every 30 days
Use company-wide settings

See who answers on each channel — in your own results

Northgate · Service visit survey · This month
ChannelInvitedAnswered
Email1,240412
SMS1,180236
WhatsApp1,210618

Compare channels with your own customers — not someone else's benchmark.

⟳ Triggers, quiet hours and channel fallback run on the Workflow Engine → Workflow & Closing the Loop
Next steps

What happens after every conversation.

02 · ANALYZE Vehicle ready on time — negativeIntent: Complaint

Conversation & Text Intelligence

Every conversation, understood — in every channel and language. Learn more → → 03 · INSIGHT Top driver · Vehicle ready on time

AI Insights & Predictive Analytics

Know what to fix first — and who's about to leave. Learn more → → 04 · ACT ✓Loop closed

Workflow & Closing the Loop

Close the loop with cases, alerts and win-back journeys. Learn more →

More AI-Powered Engagement

Voice AI Telephony Interviews →Give your survey a voice. ReActivate — Smart Retention Management →Win back the customers who went quiet.

Hear from more of your customers.

In a 30-minute walkthrough, we'll send one of your own surveys to your phone as a WhatsApp conversation.

Request a Demo → Talk to sales
Already a Cloud4Feed customer? Add WhatsApp interviews to your surveys →
↺Loop closed
Case resolved by the team
Case #4821 opened · Ops · SLA 48hLoop closed ✓
Installation scheduling — +2.1 NPS if fixed
Cloud4Feed
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
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Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
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Customers
Resources
BlogIdeas and practice in CX, EX and research.→GuidesHow to measure and act on NPS, CSAT, CES and more.→Reports & E-booksOriginal research, free to read.→
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
See full platform overview →
FEEDBACK SOURCES
Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence
AI-POWERED ENGAGEMENT
WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management
INTELLIGENCE & ANALYTICS
Conversation & Text Intelligence AI Insights & Predictive Analytics
See all solutions →
SOLUTION AREAS
Customer Experience Employee Experience Market Research
BY INDUSTRY
Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector
BY DEPARTMENT
Marketing Customer Experience Department Customer Services HR Product Management Market Research
Customers
Resources
BlogGuidesReports & E-books
Customer stories →Browse all resources →
Pricing
Why Cloud4FeedOne platform instead of five point tools. About UsWho we are and what we believe. PartnershipResell, implement or integrate Cloud4Feed. ContactTalk to sales, support or our team.
Request a Demo
Cloud4Feed

Insights. Connect. Growth.

hello@cloud4feed.com Istanbul, Türkiye

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Platform Overview Surveys Reputation Management & Social Listening Call Quality Monitoring Product & Competitive Intelligence WhatsApp Conversational Interviews Voice AI Telephony Interviews ReActivate — Smart Retention Management Conversation & Text Intelligence AI Insights & Predictive Analytics

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Customer Experience Employee Experience Market Research Retail & E-Commerce Hospitality & Travel Finance & Insurance Automotive Telecom Healthcare Utilities Public Sector

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Resources

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