​​Our Appcutie, Sam, walks through the details in the video below—or keep reading for step-by-step instructions.

Build Guide

In this guide, you’ll learn how to:

• Track NPS scores using a custom event
• Create a Workflow from scratch
• Configure Workflow start criteria based on NPS score
• Branch message logic by score range
• Send targeted emails or in-app messages
• Set finish criteria and allow re-enrollment
• Note: If you haven’t set up in-app NPS collection yet, you’ll need to do that first.

Step 1. Create a new Workflow

Head to the Workflows tab in Appcues and click Create Workflow.

Give your workflow a clear name like “NPS Follow-Up” so you can easily find and reuse it later.

Your Workflow will be created with a Start node and a Finish node. Let’s set up how users enter the flow.

Step 2. Set start criteria

Click the Start node to set up your entry conditions.

• Audience: Choose All users or All customers. If you need to target a specific group (e.g., exclude internal users or specific customers), use a saved Segment instead.
• Timing: Select “Only segment members where...”, from the dropdown select “NPS last collected at”, and set the time frame to “is between” 5 to 10 days ago (adjust based on how fresh you want the data). This ensures you're reaching users shortly after they submit their score.

Step 3. Add branching logic by score

After the Start node, click the + button and select True/False Branch under Logic.

Set your condition to branch by the user’s NPS score.

Here’s a quick refresher:

• Promoters (9–10): Your biggest fans
• Passives (7–8): Neutral—good opportunity to engage
• Detractors (0–6): At risk—reach out and support

Set your first True/False branch to:

User Property → Most Recent NPS Score → is greater than 8

Then add a second True/False branch to split those two groups. Edit the conditions to be: 

User Property → Most Recent NPS Score → is less than 7

Your Workflow should look like this:

Step 4. Add messages by score range

Add the message(s) you'd like to send to each group:

• Thank promoters - the true case for the first branch
• Encourage passives - the false case for the second branch
• Support detractors - the true case for the second branch

Step 5. Set finish criteria

Click the Finish node and set the exit logic to: They reach the end of the Workflow

This ensures users only exit once they’ve received the message.

Step 6. Publish Workflow

Once everything looks good, click Publish in the top-right corner—and you’re live!

👏 That’s it! You’re now following up on NPS feedback automatically, so no valuable signal slips through the cracks.