Email Surveys
Automatic post-order survey emails: triggers, delays, audience, and testing.
How email surveys work
Enable the Email channel on a survey and the app emails eligible customers automatically after an order event. The email contains a button that opens the survey on a hosted page — one click, no login. Responses land in the same Analytics and Responses as every other channel.
Step 1 — Choose trigger and delay
Pick the order event and the wait:
| Trigger | Typical use | Suggested delay |
|---|---|---|
| Order fulfilled | Product feedback — wait until they've received and used it. | 5–10 days |
| Order paid | Purchase-experience feedback while the memory is fresh. | Hours to 1 day |
| Order canceled | Understand why the order fell through. | Minutes to hours |
The delay is expressed as N minutes, hours, or days after the event.
Step 2 — Audience and duplicate protection
The email respects the survey's customer targeting (all / new / return customers, tags, order count, total spent) — only matching customers receive it. Set the block duplicate window so a customer who orders twice in a week isn't surveyed twice: within the window, repeat sends to the same customer are suppressed.
Step 3 — Customize and test
The email is fully brandable per survey: subject line, body content, button text, colors, logo, and background. Before activating:
- Click send test email and check it in your own inbox — links, logo, and rendering.
- Open the survey from the test email and submit — confirm the response appears in Responses.
Monitoring delivery
Every send is recorded with its status (success or failed), so you can verify customers actually receive surveys. If sends fail consistently, contact support via the in-app chat — we'll check the delivery setup with you.
Still need help?
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