Hi @WillJD,
In the Recipients tab of a Customer Satisfaction Survey, it’s neither possible to trigger the email based on activities (such as calls) nor based on list membership. We can only access Contact properties. This means that we need to make the information about the call available in a contact property. Let’s walk through the necessary steps.
First, you’d have to create a custom property, for example a date property Recent pro-active call date.
Next, in a contact-based workflow, you’d enroll contacts based based on Activity properties. This would likely be a specific Call and Meeting Type (see here) and potentially a specific Call outcome (since you don’t want to trigger the email if they didn’t pick up, for example). Going forward, your services reps would have to log the Call and Meeting Type and Call outcome for this automation to work as expected! For contacts now entering the workflow, you would just date-stamp the property created earlier, Recent pro-active call date.
Back in the Customer Satisfaction Survey editor, navigate to the Recipients tab and Criteria and select Recent pro-active call date is known.
Now, whenever a call is logged, the workflow will update the contact property. The survey will notice the new value and trigger the email send.
I haven’t tested this so I’d recommend running a small-scale test before unleashing this on your whole database. (I might also be missing something, there could be a cleaner or simpler way to do this.)
Hope this helps!