How to send a survey

The three sending channels

From Survey Center → Send a Survey, the Choose How to Send Your Survey step offers exactly three:

Channel	Described in-app as
Email	Send surveys directly to customer email inboxes
SMS	Reach customers instantly via text message
WhatsApp	Reach customers instantly via WhatsApp

A channel you haven’t configured shows This channel is currently disabled.

Setting them up

Configure them under Sending Channels (Settings → Sending Channels):

• Email — your sender name and subject line
• SMS — your SMS quota and sender
• WhatsApp — a pairing step to link your WhatsApp

Two more settings shape every email you send:

• Sending Domain — send from [email protected] instead of our shared address, which meaningfully improves both recognition and deliverability
• Email Templates — the wording of the invitation and reminder emails themselves

Choosing between them

Email for almost everything. Least intrusive, works for everyone, room for context.

SMS when the moment is short-lived — a same-day service issue. It gets opened almost immediately, which is exactly why overusing it costs goodwill.

WhatsApp where it’s the normal way businesses talk to customers in your market.

QR codes

Not a sending channel — a way for customers to reach the survey themselves. From a survey’s ⋯ menu choose Get QR Code, then Download PNG.

Best for in-person moments: a table card, a receipt, a room, a counter. Response quality is high because the customer is there and the experience is fresh.

Use a different code per location if you run several — see also our free QR flyer generator for something printable.

On your website

→ Embedding a survey on your website

Automatically

The Send Survey action in an automation delivers a survey when something happens — an order, a booking, a cancellation — rather than when you remember to.

→ How the automation builder works

Reminders

Survey Reminders (Settings → Survey Reminders) automatically follows up with customers who haven’t completed a survey. Usually worth turning on; it recovers a meaningful share of non-responses.

Timing beats channel

Whichever you pick, send close to the experience. A same-day email outperforms a perfectly crafted message two weeks later — people forget specifics and give you generic answers.