Bookings Post-Visit Survey and Review Request

Overview

This solution turns every Microsoft Bookings visit into feedback and reputation. Shortly after an appointment completes, the customer is emailed a SurveyMonkey satisfaction survey. When they respond, promoters (high scores) get a public-review request while detractors (low scores) get a private internal service-recovery follow-up - and every response is logged to Dataverse for reporting.

Why it matters: Satisfied customers will leave reviews if asked at the right moment; unhappy ones need quiet recovery, not a public prompt. Routing by score maximizes reputation while protecting it.

Built as two flows + one Dataverse table in a single solution. SurveyMonkey is a per-flow trigger on the response side, so the "send" and "route" halves are separate flows that share the survey id and the log table.

Architecture decisions: Bookings is trigger-only - the connector has no read/"appointment completed" action, so Flow A reads completed appointments on a schedule via Microsoft Graph calendarView (app-only OAuth). SurveyMonkey has no per-recipient send - the connector's SendMessage only re-sends a collector's pre-built blast, so Flow A sends the personalized survey invite via Outlook (SendEmailV2) using the survey link, and still showcases the SurveyMonkey connector via GetSurvey (live title + collect URL). Flow B uses the real SurveyMonkey response trigger. Flows ship Off (demo).

Use Case

A services business (clinic, salon, studio, repair shop) wants automatic post-visit surveys with smart routing: thank-and-amplify happy customers, quietly recover unhappy ones, and keep a governed record of all feedback.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
SurveyMonkey	shared_surveymonkey	GetSurvey OnNewResponseAddedSurvey
Office 365 Outlook	shared_office365	SendEmailV2
Microsoft Dataverse	shared_commondataserviceforapps	CreateRecord

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Score mapping

At go-live, point Compose_Score (Flow B) at your rating question's answer instead of the response custom value.

Wait before surveying

Increase the recurrence interval / lookback, or add a delay, so customers aren't surveyed the instant they leave.

SMS survey

Add Twilio to send the invite by SMS for higher response rates.

Staff attribution

Capture the appointment's staffMemberIds and store it on the log row to tie feedback to a staff member.

Incentive

Offer a discount code in the invite email for completing the survey.

Threshold tuning

Adjust flowlibs_PromoterThreshold to change the promoter/detractor cutoff without editing flow logic.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

@{addHours(utcNow(), mul(-1, variables('varLookbackHours')))}

@{concat(parameters('EnvVar_GraphBaseUrl'),'/v1.0/solutions/bookingBusinesses/',parameters('EnvVar_BookingsBusinessId'),'/calendarView?start=',outputs('Compose_Window_Start'),'&end=',outputs('Compose_Window_End'))}

@{coalesce(items('For_Each_Appointment')?['customerEmailAddress'], first(items('For_Each_Appointment')?['customers'])?['emailAddress'], '')}

@{if(greaterOrEquals(int(outputs('Compose_Score')), variables('varPromoterThreshold')), 'Promoter', 'Detractor')}

greaterOrEquals(int(outputs('Compose_Score')), variables('varPromoterThreshold'))

Customize & download