Automate Customer Feedback via SMS with Pabbly Connect: WooCommerce & Twilio Integration

Learn how to automatically get customer feedback via SMS using Pabbly Connect to integrate WooCommerce and Twilio. Follow our step-by-step tutorial. Discover how to seamlessly connect your essential tools through accessible instructions that make powerful automation available to professionals at every skill level.

Watch Step By Step Video Tutorial Below

1. Accessing Pabbly Connect for Integration

To automate customer feedback via SMS, you need to access Pabbly Connect. Start by visiting the Pabbly Connect website at Pabbly.com/connect. Here, you can either sign in if you are an existing user or click on the ‘Sign Up for Free’ button to create a new account. This process is quick and grants you 100 free tasks at sign-up.

After signing in, you will be directed to the applications page. Click on the ‘Access Now’ button for Pabbly Connect to reach the dashboard. Here, you will have the option to create a new workflow, which is essential for integrating WooCommerce and Twilio for SMS feedback automation.

2. Creating a Workflow in Pabbly Connect

Once you’re on the dashboard of Pabbly Connect, click on the ‘Create Workflow’ button. A dialog box will prompt you to name your workflow. For this integration, you might name it ‘Get Customer Feedback via SMS Automatically.’ After naming, click on ‘Create’ to proceed.

In this section, you will set up the trigger and action events. Your trigger application will be WooCommerce, and the event will be ‘New Order Created.’ This is crucial as it initiates the workflow each time a new order is placed. After selecting WooCommerce, you will receive a webhook URL, which acts as a bridge between WooCommerce and Pabbly Connect.

• Select ‘New Order Created’ as the trigger event.
• Copy the provided webhook URL for use in WooCommerce settings.

After copying the webhook URL, your next step is to set it up in WooCommerce to ensure it communicates with Pabbly Connect.

3. Setting Up the WooCommerce Webhook

To connect WooCommerce with Pabbly Connect, navigate to the WooCommerce settings. Click on ‘Settings’ and then go to the ‘Advanced’ tab, where you will find the ‘Webhooks’ option. Click on ‘Add Webhook’ to create a new webhook.

In the webhook settings, give your webhook a name, such as ‘New Order Webhook.’ Set the status to active, and select ‘Order Created’ as the topic. Paste the webhook URL you copied earlier into the Delivery URL field. Leave the secret blank and ensure the API version is set to the latest version before clicking on ‘Save Webhook.’ This setup is critical for ensuring that WooCommerce communicates properly with Pabbly Connect.

4. Sending SMS via Twilio for Order Confirmation

After setting up the webhook, return to Pabbly Connect to capture the response. You will need to test the webhook by creating a test order in WooCommerce. Once the order is placed, check Pabbly Connect to see if you have received the API response with order details.

Next, set up Twilio as your action application in Pabbly Connect. Choose ‘Send SMS Message’ as the action event. You will need to connect your Twilio account by providing the Account SID and Auth Token, which you can find in your Twilio account settings. After connecting, you can map the SMS body to include personalized information such as the customer’s name and the product ordered.

• Map the customer’s name and product details in the SMS body.
• Use the sender’s number from Twilio for sending the SMS.

After configuring the SMS details, click on ‘Save and Send Test Request’ to ensure the SMS is sent successfully. This step confirms that your integration is working correctly.

5. Delaying the Feedback SMS

After confirming the order SMS is sent, you can set up a delay for the feedback SMS. In Pabbly Connect, add a new action step and select the ‘Delay’ feature. Specify the delay duration, which in this case is five days. This feature allows you to automate the timing of the feedback request without manual intervention.

Once the delay is set, you will add another action step to send a feedback SMS via Twilio. Just like before, configure the SMS body to ask for feedback on the product. Map the customer’s name and product details again to personalize the message. Finally, save and send a test request to ensure the feedback SMS is sent after the specified delay.

Conclusion

By following this tutorial, you can successfully automate customer feedback collection via SMS using Pabbly Connect to integrate WooCommerce and Twilio. This integration not only enhances customer engagement but also streamlines the feedback process, making it easier for businesses to gather valuable insights.