topic Help Needed: how to automated NPS responses through Workflows in Customer Feedback Tool

Help Needed: how to automated NPS responses through Workflows

ekdarnell — Mon, 18 May 2026 17:58:17 GMT

We've created two identical NPS surveys for our customers: one is a Direct Link, and the other is for Workflows. The Workflow version is set up to be sent to a customer after a certain form is submitted.

The Direct Link version gives me the option to automatically send follow-up emails based on NPS score under the "Automate" tab when editing the survey. The Workflow version does not have this option.

I tried to automate the follow-up within the same Workflow we're using to send the survey after the form submission, but it only gives me the option to branch based on "Last NPS score," which may not give the desired result if the customer is delayed in filling out the survey.

I tried to work around this by creating a new workflow, but I'm unable to choose survey submissions as a trigger.

I feel like there has to be a way to do this. What am I missing?

Re: Help Needed: how to automated NPS responses through Workflows

SamTassey — Tue, 19 May 2026 00:01:45 GMT

Hey @ekdarnell,

Welcome to the Community!

To start, there are native contact properties that you could use as seen here.

That said, I'd also like to tag in some of our Top Contributors to see if they've run into this before:

Hey @karstenkoehler, @CarolinaDeMares, @evaldas -- Do you have any suggestions for @ekdarnell on this?

Thanks in advance!

Sam, Community Manager

Re: Help Needed: how to automated NPS responses through Workflows

ekdarnell — Tue, 19 May 2026 13:17:37 GMT

Hi Sam, thank you for the info and tags!

I may have found a workaround by using "Latest NPS Score property is updated" as a trigger. But I would still be interested in any other solutions available if they're out there.