Event-Based Survey
An Event-Based Survey is a transactional tool triggered by specific customer actions. It is ideal for capturing feedback immediately after an interaction, such as a support ticket closing, a product delivery, or a completed course.
Before creating a distribution, ensure that a Population (contact list) is linked to your project. You cannot distribute a survey without a source of contacts.
To configure an Event-Based Survey, follow these steps:
Under Distribution Type, select Event-Based Survey.
In the Event Settings section, configure the specific rules that will trigger the survey:
Define Event Rules: Use the dropdown menus to specify which events qualify for a survey. You can filter by event type and specific values (e.g., "Course Completion" Equals "Accounting").
Add Multiple Triggers: You can add multiple event rules by clicking + Add additional event to cover different scenarios in a single campaign.
Set the Delay Timer at the bottom of the section to decide exactly when the invitation should be sent. You can specify the delay in Days, Hours, and Minutes after the event occurs.
Choose your Anonymity Level to determine how much respondent data you wish to track.
Click Next to proceed to the Samples tab.
Defining the Sample
The Samples tab allows you to refine which contacts from your population will receive the survey and set limits on how often they can be contacted.
These settings are optional. If you make no changes here, the survey will be sent to all contacts in your linked population with no frequency restrictions.
To configure your sample and distribution rules, follow these steps:
Under Sampling Segmentation, you can filter the specific group of contacts to receive this survey. If no segment is added, all contacts in the population will be included by default.
Example: You can add a rule to only include contacts where "City" is equal to "New York" or where "Age" is "Over 25".
In the Distribution Rules section, you can set a global "cool-down" period. This prevents the system from sending this questionnaire to anyone who has received any survey from your account within the last X days.
You can also set a specific cool-down for this process. If a respondent is eligible to receive this survey more than once, define the minimum wait time between sends (e.g., "Wait between sending... at least 30 days").
Click Next to proceed to the Wording tab.
If you leave the Distribution Rules at "0", the system will not check for recent activity and will send the survey regardless of when the contact was last messaged.
Customizing the Message
The Wording tab is where you design the actual message your respondents will receive. You can choose your delivery channel, draft your content, and use dynamic variables to make each invitation feel personal.
To configure your message settings, follow these steps:
Under Distribution Channel & Type, select the method you want to use for this specific batch. You can choose between SMS, Email, or WhatsApp.
In the Message content editor, write the text of your invitation. Keep it clear and concise to encourage a higher response rate.
Click on the Add variable dropdown to insert dynamic fields. This automatically pulls specific details from your contact list into the message, ensuring each recipient feels personally addressed.
{{Name}}: "Hi {{Name}}, thanks for visiting..." becomes "Hi John, thanks for visiting..."
{{Last name}}: "Dear Mr. {{Last name}}..." becomes "Dear Mr. Doe..."
{{Email}}: "We sent a confirmation to {{Email}}..."
Review the Preview section at the bottom to see exactly how the message will look on the user's device. Verify that the automated survey link and unsubscribe link appear correctly.
Click Next to complete the setup.
Activating the Distribution
Once you have finished configuring the settings, samples, and wording, your distribution is created but remains in an Inactive state by default. This safety measure ensures that no surveys are sent until you explicitly confirm the campaign is ready to go.
To activate your distribution, follow these steps:
Locate your new distribution in the list. You will see its status marked as Inactive highlighted in red.
Click on the three dots (menu icon) located at the far right of the distribution row.
Select Activate from the dropdown menu.
The status will change to Active, and the system will begin processing the queue according to your schedule (either sending immediately or waiting for the scheduled time/trigger).
Before activating the live campaign, use the Send test option in the same menu. This allows you to send a sample SMS or Email to yourself to verify exactly how it looks on a real device.
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