Email Notification Workflow

Overview

The Email Notification workflow helps teams automatically send internal or external emails based on survey responses.

Using workflows, you can:

• Notify managers when a respondent becomes a detractor
• Send alerts for new survey responses
• Trigger emails based on specific response conditions
• Automate customer follow-ups

For example:

• Send an internal alert when a customer gives a low NPS score
• Notify support teams when a respondent leaves negative feedback
• Send follow-up emails to respondents automatically

This helps teams respond faster and improve customer experience efficiently.

How to Create an Email Notification Workflow

Step 1: Open Integrations

1. Open the required survey
2. Navigate to the Integrations tab from the survey navigation bar
3. Under available integrations, locate Email Notification
4. Click Create

Step 2: Configure the Event Trigger

By default, workflows trigger on:

• New survey response

This means the workflow will run automatically whenever a new survey response is received.

The event is predefined and does not require additional setup.

Step 3: Add Conditions

Conditions define when the workflow should run.

Click Add Conditions to create your trigger logic.

Example: Notify when a respondent is a Detractor

You can configure conditions such as:

• NPS Group response is equal to Detractors
• Specific survey answers match selected criteria

Steps:

1. Select the survey question or property
2. Select the operator
3. Select the response value
4. Click Save

• NPS Group → is equal to → Detractors

This means the workflow will trigger only when a respondent is categorized as a detractor.

You can create multiple conditions and condition groups for more advanced workflows.

Step 4: Add Tasks

After saving conditions, click Add Task.

You can choose from different task types:

Delay

Delay workflow actions for a selected duration.

Use this when:

• You want to wait before sending a follow-up email
• You want actions to happen after a few hours or days

Internal Communication

Send email alerts to internal team members.

Use this to:

• Notify managers about negative feedback
• Alert support teams about urgent responses
• Share customer feedback internally

Steps:

1. Select Email under Internal Communication
2. Enter recipient email addresses
3. Add CC emails if needed
4. Customize the subject line
5. Edit the email template
6. Click Save & Exit

The email editor supports:

• Formatting tools
• Links
• Images
• Pipe Text
• Dynamic values

External Communication

Send automated emails directly to respondents.

Use this to:

• Send thank-you emails
• Follow up with dissatisfied customers
• Send referral or promotional emails

The setup process is similar to Internal Communication.

You can enable Attach Response PDF in the email template to automatically include the respondent's PDF report in internal email notifications. Refer to the Single Response PDF Export article to learn more about PDF export options and customization.

Step 5: Turn On the Work

flow

After configuring conditions and tasks:

1. Click Turn On
2. The system may ask whether you want to enroll existing matched responses
3. Select the preferred option
4. Click Save

You can choose whether the workflow should apply only to future responses or also to existing responses matching the criteria.

Best Practices

To use workflows effectively:

• Keep trigger conditions simple and relevant
• Use Internal Communication for urgent alerts
• Avoid sending excessive automated emails
• Test workflows before enabling them
• Use delays strategically for follow-ups

Incorrect workflow conditions may trigger unnecessary emails. Always review conditions before turning workflows on.