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A Flow orchestrates several wokus, in a defined order, within a single response experience. It is the right tool when a single question is not enough to understand what happened.

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Composition

A Flow is made up of:
  • Name: identifies the Flow internally.
  • Optional NPS at the start: an NPS Tool from your company that runs as the first step, before the wokus. It is optional.
  • Sequence of wokus: one or more wokus already created in your company, in the order in which you want the customer to answer them.
The wokus that make up the Flow must already exist. This means you first create your wokus in the usual way, and then combine them inside a Flow.

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Order of the sequence

Order matters. Each step builds on the previous one, and the customer perceives it as a coherent journey. Some rules that work well:
  • Start with the general and end with the specific, or the other way around. What matters is that there is a logic to it.
  • Do not mix moments that are too different in the same Flow. If a customer is going to evaluate an event, keep the Flow focused on that event.
  • Keep it between 2 and 5 steps. Beyond that, the completion rate starts to drop.

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Order in the customer experience

If the Flow includes an NPS, that is the first step the customer sees. The idea is to capture the recommendation question while they have not yet stopped to think moment by moment. Then come the wokus, in the order in which you configured them.

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Progress bar

While the customer moves through the Flow, they always see which step they are on, for example “Step 2 of 4”. This reduces the feeling of “I do not know when this is going to end” and increases the chance that they complete the whole journey.

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Customer identification

If the customer decides to identify themselves with their email in the first step, that same email is automatically associated with the responses of the following steps (whether NPS or wokus). This lets you reconstruct the complete journey of a single customer without asking them to repeat their information. If the customer decides to answer anonymously, all steps remain anonymous.

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Sharing

Sharing a Flow works the same as a woku or an NPS:
  • QR code: to print or show on a screen.
  • Link: to send by chat, WhatsApp, or paste on your site.
  • Bulk email send: by pasting a list from a spreadsheet.
The customer is given a single link, not one per woku. It is the Flow that handles advancing step by step.

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Reports

The responses of each step are saved in their corresponding woku, and the initial NPS response, if there is one, in the chosen NPS Tool. This means that:
  • Individual reports by woku and by NPS keep working as always.
  • The Flow view shows you how many people started and how many completed the journey.

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Editing and deleting

You can edit a Flow to change the name, add or remove wokus, reorder the steps, or change the associated NPS. The changes affect new customers who open the link, not those who already answered. Deleting a Flow does not delete the wokus that made it up, nor the responses already captured. It only deactivates the chained experience.