How to Associate Feedback Surveys to Custom Objects & Other Records?

[joseadiazc]

We are currently running a CSAT survey for customers that triggers based on a Contact Property, this contact property is modified by a Custom Object Workflow, for example:

Project (Custom Object) enters "Completed" Stage > Custom Object Workflow trigers and sets a "Send Survey" contact property to the associated contacts of the Project > Survey Tool triggers based off of this contact property and send the Survey email.

How can we associate the survey responses to the original Project that triggered this whole process? As of now the survey responses are associated to the contact and that's it, but the main issue is that contacts can have multiple Projects based on different services and time of the year, for example: 

• 2021 Project - Service A
• 2021 Project - Service B
• 2022 Project - Service A, and so on..

Ideally we would store these survey responses in the Project itself, so we would know exactly what the experience was for that specific Project or Custom Object, and then filter our projects based on that.

We have access to Custom Code and Format Data options with Operations Hub, and we could probably spin some code that triggers based on the most recent closed project and use contact personalization tokens in the email survey and then send back the survey response to the project, but obviously it would require a lot of logic and code, wondering if there is an easier way to do this.

The simplest solution would be to be able to manually associate a survey response to any custom object/record

Any ideas would be appreciated!

[ChrisoKlepke]

Thank you @kvlschaefer for introducing this thread to me.

Hey @joseadiazc , 

thank you for reaching out to the community about that. Sounds like a fantastic process and I think I might be able to help out a little. 

You might already know this, but unfortunately, Feedback Submissions can only be associated to contacts and no other objects. However, I think we can figure out a way to get the Feedback Response property values into the "associated" Project Record. But there is also a limit to this as well, as there can be only one value in a property at the time, of course.

If you send out the survey to multiple people of that project, we wouldn't be able to safe them all. So, I recommend adding another Custom Object for these Feedback Submissions and have the original one only be the vehicle to gather the data. If you have then 3,4,5 whatever number of submissions as records of an object, you can associate those to the project as well. 

To know which Feedback Submission (the original one) is concerning which project, I would autofill the hs_object_id of the project in a query parameter of the link that leads to the Feedback-Form. 

1. Create a number property for Feedback Submissions called project_id

2. Add this to the link to the Form within your email, and add the record_id of the project as a personalization token at the end (this will look a bit different from here). 

?project_id={{project.hs_object_id}}

3. Trigger that email from a Project-based WF instead of a Contact-based one, as only this way will the personalization token be available.

Do you think this process could work for you? If so, and you created the Custom Object and tested the email and autofill of the ID, please let me know, and we then program a Code Action to copy the Submission Values over to the new Object.

Cheers, 

Chriso

[kvlschaefer]

Hi @joseadiazc,

Thank you for reaching out to the Community! 

This is a great question! 

I would like to invite our subject matter experts to this conversation to see if they have any ideas. 

Hi @ChrisoKlepke, @MariSuper, @Whathcock, @Jnix284 - Do you have any suggestions for @joseadiazc?

Thank you!

Best,

Kristen