Use case · Reviews & UGC
Ask for the review where your customer already talks to you.
After a Shopify order is paid, a flow waits, then sends an approved WhatsApp template with a link to your review page. Replies and photos land in your inbox, where your team can thank people and ask before resharing.
Illustration: ten days after an order is paid, a flow sends an approved WhatsApp template asking the customer for a review, with a link to the brand's own review page. She replies with a photo; the flow tags the conversation and a teammate thanks her and asks whether they can share the photo. Separately, an Instagram story mention of the brand arrives in the same inbox.
Illustrative demo · synthetic data
The problem
Happy customers rarely go looking for your review page.
The moment to ask is after the parcel has arrived, in a channel the customer actually reads, with a way to answer back.
Asked at the wrong moment
A request that arrives before the parcel does gets ignored, and there's no second chance to ask.
Replies with nowhere to go
When a customer answers with a photo or a comment, it needs to reach a person, not a no-reply address.
Photos you can't use
A great customer photo is only useful with permission. Asking later, somewhere else, rarely works.
How it works in Kanesh
A post-purchase flow you can build today.
Built with flow steps that exist now. The review itself is written on your own review page, whatever tool you use.
Trigger
Step 1: Start when the order is paid
Pick the Order paid (Shopify) trigger.
Wait
Step 2: Wait long enough for delivery
There's no “delivered” trigger, so the wait is timed from payment. Choose a delay that covers your usual delivery time, for example ten days.
Send
Step 3: Send an approved template with your review link
Send template goes only to contacts with WhatsApp permission. Add a product image and a button to your own review page. Meta approves the template first.
Reply
Step 4: Replies and photos land in the inbox
Add Wait for reply, then Add tag (for example review-replied) so your team finds these conversations in a saved view.
Handoff
Step 5: A complaint goes to a person
If the reply is a problem rather than praise, the AI hands the conversation to your team with the reason and context.
Your team
Step 6: Ask before you reshare
If you'd like to post a customer's photo, ask them in the same conversation, and keep their answer with the thread.
ReplyBeta
Step 7: Instagram story mentions arrive in the inbox
When someone mentions your account in an Instagram story, it shows up in the shared inbox. Replies follow Meta's 24-hour window.
Illustration of a consent record: the contact, the channel, how permission was given, the exact text accepted, the business name, a partial IP address and the date, followed by a later opt-out synced to Shopify.
Illustrative demo · synthetic data
What you need
What to have in place before the first request.
A connected store, an approved template, and a review page of your own for the link to point to.
Connections and setup
Shopify
Native connection. It provides the order-paid trigger.
WhatsApp Business Platform
Your number on the official platform and an approved template with a link to your review page.
Your review page
Wherever your reviews live today. Kanesh sends the link; the review is written there.
InstagramBeta
Connect your Instagram account to answer DMs and see story mentions in the same inbox.
Good to know
- Kanesh doesn't connect to review platforms and doesn't collect, count or publish reviews.
- There's no “order delivered” trigger. The wait is timed from payment, so leave room for delivery.
- Only contacts with WhatsApp permission get the template, and Meta approves each template before it's sent.
- Reusing a customer's photo needs their permission. Asking and keeping the answer is up to you.
- Comments on your Instagram or Facebook posts are not part of this setup.
What to measure
Follow the requests and the replies.
Dashboard names, not promised numbers. Reviews themselves are counted in your review tool, not in Kanesh.
Custom dashboards
A view with the metrics you follow for this flow.
Support & operations
The replies that came in and how fast your team answered them.
AI quality
What the AI answered, what it handed off and why.
Related
The pieces behind this setup.
Product
- Campaigns & flowsThe flow canvas, the order-paid trigger and templates.
- WhatsAppTemplates with images, permission and the official platform.
- Inbox & helpdeskTags and saved views for the replies your team handles.
Other use cases
Reviews and UGC questions
Does Kanesh connect to my review platform?
When should the request go out?
Who receives the request?
What happens if a customer replies with a complaint?
Do Instagram story mentions show up in Kanesh?
Free diagnosis
See what your conversations are leaving on the table.
We review up to 180 days of your WhatsApp history and send you a written diagnosis within 48 hours. Free, and nothing is connected until we've agreed in writing how your data is handled.