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Sending Surveys

Getting a survey in front of customers

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The public link, requesting one from a contact, and sending automatically.

Last updated September 2, 2026

There are three ways a survey reaches somebody, and they behave differently.

1. The public link

Every survey has a Public Link you can copy from the list. Put it on a receipt, a poster, a QR code, an email footer. Anybody can open it and anybody can answer — you will not know who unless they give you their email.

2. Requesting it from a contact

On a CRM contact, the Reviews / Surveys card has a Request Survey button. Pick the survey and send. The contact gets a personalised email with a link that identifies them, so the response is tied to their record and their tribe.

A REQUESTED SURVEY IGNORES MARKETING OPT-OUTS

Asking one customer for feedback is treated as a normal piece of business correspondence, not marketing, so a marketing opt-out does not block it. A hard bounce still does. Use it for genuine one-to-one requests, not as a way around somebody's preferences.

3. From a marketing automation

Add a Send Survey step to a workflow — a week after a purchase, after a job is completed, at the end of an onboarding sequence. This is how most organisations should be running feedback: automatically, at the right moment, without anybody remembering to do it.

PAUSING A SURVEY BREAKS THE AUTOMATION USING IT

Only Active surveys can be chosen in a workflow, and if you later pause or draft one that a live workflow points at, that step fails for everybody who reaches it. Check which workflows use a survey before changing its status.

The invitation email

You can write your own subject and message, using merge fields with fallbacks — {{ first_name | default there }}, {{ tribe_name }}, {{ organisation_name }}. Leave them blank and a sensible default is used.

Test it first — but save first

SEND TEST USES THE SAVED SURVEY, NOT WHAT IS ON SCREEN

Unsaved edits are not included in a test email. Save, then test. If the survey is not Active yet you are told so — the email arrives but the link will not open until you make it Active.

A draft survey still sends a working-looking email

The invitation renders perfectly whatever the status — it is the link that fails. Make the survey Active before you send anything to a real customer.

Next · Sending SurveysTurning happy customers into public reviews