Tutorial: build a custom routing flow

In this tutorial you change the standard funnel so that 3-star customers get a path of their own: one question about what would have made the visit better, then your review links behind a button. It takes about ten minutes.

You need a funnel made from the standard funnel. See How to create your first review funnel.

What you will build

Every path keeps a way to your review links, as Google's review policy requires.

Step 1: Open the questions

1. Open Funnels and choose the funnel.
2. Go to Set up → Questions.
3. Set View to Steps, so the paths are laid out one under another.

Step 2: Add the new question

1. Press Add a step, and choose Long text.
2. In the Inspector, set its question to "What one thing would have made it a 5?".
3. Leave An answer is required to continue off, so customers can skip it.

The editor now lists the step as one that nobody reaches. That is expected until Step 4.

Step 3: Add its thank-you screen

1. Add a Thank-you screen.
2. Set its title, for example "Thank you, that helps us a lot."
3. Set its review links to Behind a button, and keep the button's wording or write your own.
4. Select the Long text step from Step 2 and set its next step to this thank-you screen.

Step 4: Route 3-star ratings to it

1. Select the Star rating step.
2. Its conditions say a rating that "is at least" 4 goes to "Want to say a few words?" and a rating that "is at most" 3 goes to "What went wrong?".
3. Change the second condition to "is at most" 2.
4. Add a condition: a rating that "is at least" 3 and goes to your new Long text step. Put it below the "at least 4" condition, so 4 and 5-star ratings still match that one first.

Check the editor's problem list. It should now be empty.

Step 5: Preview, save and test

1. Open Preview in the Inspector and walk through a 3-star visit.
2. Save with the save bar at the bottom of the screen.
3. Scan the funnel's QR code on your phone and leave a real 3-star rating. It appears under the funnel's Ratings tab, with your answer.

Every rating under 4 stars still goes to the recovery inbox, so your 3-star customers are still followed up.

Undoing it

Use Undo at the top of the editor before you save. After saving, you can make a second flow to try ideas: press New flow, build it, and Set active only when you are happy with it. Your public page keeps running the active flow until then.

Next

• Add a Coupon step before each thank-you screen to thank everyone who rates. See Routing guide for the rules to keep to.
• Watch Analytics → From scan to review link for a week to see the effect. See What the figures mean.

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