The NPS Flow: A High-Potential Collection Lever
Your Post-Purchase NPS flow isn't just for measuring customer satisfaction — it's also one of the best moments to invite customers to join your opt-in list:
The customer has just interacted with your brand in a context that shows you care about their opinion: it's a favorable moment to suggest staying in touch.
👀 Our customers see opt-in increases of up to 30% when they invite customers to join their Club at this point in the journey.
This guide focuses on collecting opt-ins within the NPS flow. For the full flow setup (triggering, timer, NPS message structure, handling negative feedback, etc.), see the dedicated guide 👉 Post Purchase NPS Flow
Collecting opt-ins via the NPS flow isn't limited to WhatsApp: you can offer Club sign-up regardless of the channel used to send your satisfaction survey — WhatsApp, RCS, or SMS.
💡 To adapt it for RCS/SMS: duplicate this same NPS flow, then select the RCS/SMS opt-in channel instead of WhatsApp at the step where you send the invitation to join the Club. Then follow exactly the same steps below, simply changing the Conditional Split condition in step 1: use the sms_optin_status attribute instead of whatsapp_opt_in_status to distinguish contacts already opted in to RCS/SMS from new contacts.
Once your NPS flow is set up (see the full guide), opt-in collection relies on 3 key steps:
1. Distinguish existing opt-in customers from new customers
Add a Conditional Split node to exclude customers who are already Club members, and only offer sign-up to new contacts:
Existing members: don't offer them sign-up again.
New customers: offer them the chance to join the Club.
Learn more about the Conditional Split node and about Contact Attributes and Tags
2. Collect opt-in confirmation
The opt-in is triggered the moment the contact clicks I'm joining the Club. Until the contact takes that action, they remain "not opted in" — simply receiving the message isn't enough to count them as a Club member.
The yellow opt-in node identifies the contact as an existing member for their future interactions.
3. Send a welcome message to the new opt-in
Once confirmation is received, create a warm message to welcome new members. You can add branded content (product usage guide, brand values, brand story...) to reinforce engagement right from sign-up.
Explore other opt-in collection levers
The NPS flow is just one lever in your collection strategy. Depending on the stage of the customer journey, other touchpoints are worth activating:
At checkout: Collecting opt-ins from your checkout flow
Post-purchase: Collecting opt-ins via your order confirmation flow
Via your marketing channels: Collecting opt-ins from your emails
Via your loyalty program: Collecting opt-ins through a Loyoly mission
For a strategic overview: Which strategy should you adopt to collect opt-ins?