Conditional Email Triggers

Under normal use, email triggers simply fire based on survey completion, but with clever use of skip logic and piping, you can create triggers that are conditional on the response to specific questions. The way to do this is reasonably simple, but we suggest reading up on Skip Logic and Piping first.

Using Conditional Email Triggers relies on two things: the first is that you can pipe a value into the To Email field of an email trigger and the second is that, if this field is blank when a survey is completed, the email won’t trigger. So, by making the contents of this field conditional on a specific survey answer, we can make the sending of the mail conditional on that answer. For this example, lets assume we’re running a simple customer satisfaction survey, and we want to follow-up and contact respondents who gave us a very low score to a Net Promoter® Score question – zero, one, or two.

  1. Click on Design
  2. Create separate pages for the question you want to use to determine whether a respondent is contacted or not (page 1), and a destination page for respondents you want to contact (page 2)

Page 1 

  • Click Add Question
  • Under Question Type select Net Promoter® Score 
  • Under Question Text use the drop-down menu to select relevant company, product, service, brand or other 
  • Leave Question Type as Net Promoter® Score
  • Click Add Question
  • Select Skip Logic on the question you have just created, then:
    • Add New Rule 
      1. Under Condition select choice is not 
      2. Under Choice select 0, 1 and 2 (you will need to enter each number choice seperately)
      3. Under Action select Finish Survey 
    • Add New Rule (again) 
      1. Under Condition select choice is
      2. Under Choice select 0, 1 and 2 (entering each number choice seperately)
      3. Under Action select Jump To Page
      4. Under Page select 2

Page 2 

  • Click Add Question
  • Under Question Type select Comment/Essay Box
  • Type relevant question in Question Text for example: 'Please elaborate on your reason for the score given'
  • Click Save Question
  • Click Add Question Here​
  • Under Question Type select Single Textbox
  • Add second question - you can type anything here but for example we'll us 'Hidden Q for Email Trigger'
  • Scroll down and tick Question Size and Postitioning (see example below)
  • In the CSS Class box type the word hidden in all lower case (Important! do NOT use the 'hide question' tickbox as this won't do the same thing and your trigger won't work)
  • Next to Default Answer click Insert piping
  • In the drop-down box, choose where your respondent's email address is coming from. If the survey has been sent via the Email Tool, select Email Address at the bottom under Email Invite Contact. If you have used a custom variable, you will need to find the name of the variable in the drop-down list ​

Setting up the Email Trigger

A fuller guide to setting up the Email Trigger can be found here. The key difference is with regards to the To Email field.

  1. Click Insert piping then choose the hidden question from the drop-down menu (see below)






  1. The field will read "[question(1234567)]", with the numbers being the unique ID of the chosen question
  2. Enter Sender Display Name and Subject
  3. Click Save Email Trigger
  4. And then it’s done!

To test, you’ll need a means of populating the hidden field, so you’ll need to create a small email invitation for your testers as if it was live. While this will put actual response data into your survey, you can delete these responses before putting the survey out live.

This is the simplest possible example, but there is plenty of scope to extend beyond this. You can create multiple email triggers, dependent on different answers - or even on answers to different questions.  Using this same method, you can create triggers that will direct users, based on their answers, to pages where contact details are piped in to a hidden question and then piped into the To Email field of each trigger.

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