Building and Sending Surveys
Build surveys, send them, and read NPS and CSAT results.
Go to Surveys: Surveys, Campaigns and Responses & Insights.
Build a Survey
Add questions from 15 types, including text, dropdown, single and multiple choice, rating, NPS, CSAT, matrix, ranking, date, number, yes or no, statement and hidden field.
- Page Logic: show a page only when earlier answers match.
- Save answers to records: an answer can fill a lead or customer field.
- Preview shows it as respondents see it.
- Status: Draft, Active or Closed.
Settings
- Welcome and thank-you screens, one page or one question at a time, progress bar, accent colour and logo.
- Allow the Public Link: when off, only personal links from campaigns and automatic sends work.
- Alerts: a follow-up card for low scores, and a label for NPS promoters (9-10).
- Embed on a Website: copy the code to show the survey on your site.
Send It
- Survey campaign: Surveys > Campaigns, name it, choose Email or Text Message, pick an active survey and the leads, then Create Campaign.
- Automatic Sends (in the builder): after a completed booking, after an AI-handled conversation, or when a lead becomes a customer. Set a delay and how often the same person can be asked. Your message must include
{{survey_link}}.
SMS and automatic sends respect consent and quiet hours.
Results
Responses & Insights has response counts, average score, a response inbox and Export CSV. Insights cover NPS, trends and responses by channel.