Review requests on Salla and Zid: how do you collect your customers' reviews on WhatsApp?

Reviews are the first thing a new customer reads about your store, and most customers don't write them on their own: they receive the order, get busy and forget. This guide explains how ATMET Chat asks for a review on WhatsApp at the right time, how it replies to each review according to its stars, what works on each platform, and which plan you need.

Why ask for reviews on WhatsApp?

Because the request lands where the customer reads their messages every day, at the moment the order is still on their mind: just after it arrives. A message with the customer's name and order number, and a link that opens the review page directly, saves them hunting for where to leave a review in your store.

A review that follows an honest request reflects your customers' real experience, good and bad, and both are useful: the first reassures a new customer, the second tells you where to improve.

How does a review request work in ATMET Chat?

A review request is one message the customer receives once their order reaches a certain status:

1. The status that starts the count: Delivered by default. On Salla you can choose Completed, Delivered or Shipped; on Zid, Delivered.
2. When it goes out: 24 hours after that status by default, and you can change the number of hours.
3. What it carries: the text you write, including {Review link}. On Salla this link opens the order's review page; on Zid it opens the order page, where the customer leaves their review.

If you choose Shipped on Salla, set enough hours for the parcel to arrive, so the review request doesn't reach the customer before their order does. Delivered means the order has actually arrived, so it only needs time for the customer to try what they received.

The review request doesn't replace the order status message itself: if you send the customer a Delivered message, it arrives as usual, and the review request follows at its own time.

If you send through the ATMET Chat channels, the review request doesn't go out at night: if it falls due between 9 pm and 9 am in the customer's local time, it waits until morning and then goes out at a random time within the next two hours.

Why Salla and Zid only? And what about Shopify?

A review is written on the platform itself. Salla and Zid both have order and store reviews, give a link that leads to them, and ATMET Chat learns about a review when it is added:

• Salla: the review reaches ATMET Chat from Salla when it is added.
• Zid: ATMET Chat picks it up with a check that runs twice an hour.
• Shopify: has no reviews of its own (reviews there come from third-party apps), and its orders carry no review link. So a review request can go out once an order is fulfilled, but without a link, and automatic replies to reviews don't work.

That is why ATMET Chat's review request and replies to reviews are built for Salla and Zid.

How do you reply automatically to each review according to its stars?

After the customer rates, ATMET Chat sends a reply that suits their rating. Each star rating from one to five has its own settings:

• On or off: you turn on replies only for the ratings you want; they all start off.
• Its own text: you write a message for each rating.
• Timing: five minutes after the review by default, adjustable in minutes.
• An optional coupon: add {Discount code} for customers you want to reward on their next order.

In the reply you can use {Star rating} and {Review comment}, so the customer sees their comment was actually read.

On Salla, ATMET Chat replies to the store review, not to each product review separately, so a customer doesn't get a message for every product they rated.

How do you word a review request?

A short message, with the customer's name, their order number and one link. For example:

Hi {First name}, we hope your order {Order number} reached you in perfect condition.
Your opinion matters to us and helps others choose — rate your experience here: {Review link}
Thank you for trusting {Store name}.

What makes it work:

• Mention the order itself. The order number or the products make the message about the customer's experience, not about your store.
• One link, one step. Don't ask for anything else in the same message.
• Ask for an honest opinion, not five stars. An honest review is what a new customer is looking for when they read yours.
• Time it for your product. A product that takes days to try, such as perfume or skincare, may suit a later send than 24 hours.

What do you write when replying to a high or low rating?

For a high rating (4 and 5 stars): a short thank-you that mentions the rating, and you can add a coupon for their next order:

Thank you {First name} for your {Star rating}-star review — your comment made our day.
Here's a discount code for your next order: {Discount code}

For a low rating (1 to 3 stars): an apology and an invitation to talk, instead of a thank-you that reads as automatic under an angry review:

Hi {First name}, thank you for being honest in your review.
We're sorry the experience wasn't what you deserve. Message us on this number and we'll follow up on your feedback ourselves until we reach a solution you're happy with.

The customer's reply to this message lands in your ATMET Chat inbox, where your team follows up. Note that the reply is one message per star rating, not a follow-up sequence: any follow-up after it happens in the conversation itself.

Is a review request a marketing or a utility message for Meta?

This matters if you send through the official connection, where every message uses a template approved by Meta, and the fee depends on the template's category:

• Review request: ATMET Chat suggests the Utility category. Meta accepts a review request as utility when it is about a specific order of the customer's, and does not accept a general review or survey request as utility.
• Reply to a review: ATMET Chat suggests the Marketing category, especially when it carries a coupon — Meta treats a message that mixes service with a promotional offer as marketing.

Template rules and ready-made examples are in the article Ready-made message templates.

What about shipping and delivery notifications before the review request?

The review request comes at the end of the order's journey. Before it, ATMET Chat sends the order status updates you choose: one default text for every status, or your own wording per status. On Salla you'll find statuses such as Shipped, Out for delivery and Delivered; on Zid, Out for delivery and Delivered. In the Shipped message you can add {Shipping company}, {Tracking number} and {Tracking link}. The tracking number stays empty until the order is handed to the carrier, so bind it to that status specifically.

A customer who knew where their order was at every stage reaches the review request with a clear picture of their experience.

Which plan includes review requests and replies?

• Plus: review requests, replies to reviews and order status updates on Salla and Zid, with a temporary coupon in the reply if you want one.
• Pro: everything in Plus, plus the coupon code carrying the customer's name in the reply.

On Salla and Zid: Plus is 49 SAR and Pro 99 SAR a month. Full details are on the pricing page.

How do you start?

1. Install ATMET Chat from the Salla or Zid app store and connect your WhatsApp number.
2. Open Automatic notifications, then Review request: choose the status and the number of hours, and write the message with {Review link}.
3. In Replies to reviews, turn on the ratings you want to reply to, and write a message for each.
4. Press Save settings.

Everything a store needs is on the ATMET Chat for stores page.