Surveys FAQs

If the same Survey is sent twice in the same workflow, will the user be able to fill the survey twice?

It will depend on how the survey is used the second time, there are 2 ways:

• Use ‘Survey URL’ from previous node context, in which case user will not be able to fill/respond the survey twice.
• Adding Survey to Email and SMS from the UI option to add ‘Survey’ in this case since its a separate instance the user will be able to fill/respond to the survey twice.

Can users edit their survey responses after submission?

No, users cannot edit responses once submitted for a specific instance of the survey. For example, if the same survey is sent via two different emails, each email represents a separate instance, and responses are tied to that instance. Editing within the same link or instance is not supported.

If the same survey is received again via email, can users respond again?

Yes, users can submit the survey again if it is sent as a new instance—such as in a follow-up email. Each email constitutes a separate instance, allowing the user to submit a new response.

Can internal users be given different access levels to Surveys?

Yes, Survey 2.0 supports three levels of access for internal users:

• No Access
• View Access
• Edit and View Access

These can be configured based on user roles and permissions.

Can I add a Matrix-type question in the Survey?

Currently, the Matrix question type is not available. However, this can be considered for future releases based on customer feedback and demand.

Can I attach multiple surveys to the same email or SMS?

Yes, multiple surveys can be attached to the same email or SMS communication. Each survey will function independently.

Can surveys be shared via WhatsApp?

Surveys cannot be directly attached using the WhatsApp node. However, the Survey URL can be included in the WhatsApp template message to share the survey with users.

What are the available ‘Previous Node’ fields in Survey 2.0?

The following fields are accessible as part of the previous node context:

• Survey Responded (True/False): Indicates survey completion. Useful in path and split logic.
• Survey URL: Can be inserted into Email/SMS/WhatsApp templates, or used in Update Info and Write ATS Note.
• Survey Transcript: Can also be added to messages and ATS records, providing full response history.

If the same survey is used twice in a workflow, can users respond both times?

This depends on how the survey is re-used:

• Scenario A: If the Survey URL is reused from the previous node context, users cannot submit the survey again.
• Scenario B: If the survey is added directly through the Survey insertion option in the Email/SMS step, it is treated as a new instance. In this case, users will be able to submit a second response.

Is there a limit to the number of questions in a survey?

No, there is no hard limit on the number of questions you can add in a survey. However, for usability and response rates, we recommend keeping surveys concise.

Can a survey be used in multiple workflows?

Yes, there is no restriction on the number of workflows a survey can be attached to.

Is there a character limit for naming a survey?

Yes, the survey name must not exceed 40 characters.

Can we anonymize survey responses?

No, anonymization of user details is currently not supported. Responses are linked to identifiable user records.

Can I add Google, Facebook, or other review links at the end of the survey or on the Thank You page?

Yes, you can include review links either within the survey as an HTML-type question or on the Thank You page. To do this:

1. Prepare the content with your review links. Example:

Thank you for your feedback! We'd appreciate it if you could take a moment to review us on: - Google: - Facebook: - Indeed:

2. Convert this content to HTML (you can use ChatGPT or any HTML editor).
3. Use the HTML question type if you want to show this during the survey.
4. Alternatively, embed it in the Thank You page settings if it should appear post-submission.

Can the Thank You page vary based on user responses?

Yes, dynamic redirection to different Thank You pages based on a respondent’s answers is supported. This can be achieved by configuring Triggers in the Survey Settings. You can refer to the implementation in the ‘NPS Placement’ survey used by ARMStaffing for a working example.

What is the difference between Surveys in Journeys and Surveys 2.0?