Conditional Email Triggers

Under normal use, email triggers simply fire based on survey completion, but with a little 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 it’s a good idea to read up on Skip Logic and Piping first. This method relies on two things. The first is that you can pipe a custom variable into the “To Email” field of an email trigger. 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, we’ll assume that 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. To start with, create your survey.
  2. You’ll need to 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).
  3. With the 2-page structure of our survey completed, start by creating the main question. We’re using a Net Promoter Score Question, which is a pre-made question type, so you can just choose this from the drop-down.
  4. Then, apply Skip Logic to the question.
    • Create a new rule: Choice is not 0, 1, or 2- Finish Survey
    • And then a second: Choice is 0, 1, or 2 – Jump To – Page 2
  5. Page 2 has the clever bit.
    • Create a text box (Or it can be a question), with some appropriate wording.
    • Add a second question, which we’ll call “Hidden Q for Email Trigger”.
    • When creating it, we tick “question size and position”, and then type “hidden” in the CSS Class box. (Important – don’t use the “hide question” tickbox, this won’t do the same thing and your trigger won’t work)
    • Next to where it says, “default answer”, click “insert piping”.
    • Then choose where your respondent’s email address is coming from. If the survey has been sent via the email tool, it will be “Email Address” under Email Invite Contact. If it’s via a custom variable, you’ll need to find the name of the variable in the drop-down.
  6. Save the question.
  7. Now it’s time to set up the email trigger – there’s a fuller guide to doing this on this page.
  8. The key difference is, for the “To Email” field. Click “Insert Piping”, then choose the hidden question from the drop-down.
  9. After doing this, the field will read "[question(1234567)]", with the numbers being the unique ID of the chosen question.
  10. Then enter the rest of your content, and click “save email trigger”.
  11. 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, but while this will put actual response data into your survey, you can then delete these before putting the survey out to your respondents.

This is the simplest possible example, but it should be apparent how to extend beyond this - you can create multiple email triggers, dependent on different answers, or even on the answers to different questions, all using this same method of directing users based on particular answers to page where we pipe in contact details to a hidden question, and then piping the answer of that question into the "To Email" field of each trigger.


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