Outcomes: Automate Actions from Survey Responses

Outcome Rules allow you to create conditional logic that triggers specific actions based on how a respondent answers your survey. Use them to automate workflows like sending team alerts, segmenting contacts, or redirecting users.

Getting Started

To access Outcome Rules:

1. Open your campaign in the Survey Builder.

2. Navigate to the Outcomes tab.

3. Click Add Rule to begin.

? How Rules Work

Every rule follows a standard logic flow: Trigger → Condition → Action.

1. The Trigger

Choose when the rule should evaluate:

• When survey is submitted: Runs for every single response.

• When user submits specific answers: Runs only when certain criteria are met.

2. The Logic (Conditions)

If you select "specific answers," you can combine multiple questions using AND/OR logic.

• AND: All conditions must be true.

• OR: At least one condition must be true.

3. The Actions

You can assign multiple actions to two different paths:

• Then: Executed if the conditions are met.

• Else (Optional): Executed if the conditions are not met.

Available Action Types:

• Notify by Email: Sends an alert to one or more comma-separated addresses.

• Post to Slack: Sends a message to a specific channel via Webhook. Supports variables like {{respondent}}.

• Add Contact to Group: Automatically segments the respondent into a contact list.

• Redirect after completion: Sends the respondent to a specific URL (e.g., a "Thank You" page or a special offer).

Creating & Managing Rules

Adding a Rule

1. Click Add Rule.

2. Name the Rule: Choose a unique, descriptive name (e.g., "Detractor Alert"). Note: Names cannot be changed after saving.

3. Set Conditions: Select your questions and operators.

4. Add Actions: Define what happens in the Then or Else columns.

5. Save: Once saved, the rule will appear in your Rules Table.

Managing Existing Rules

Use the Rules Table to view a summary of your logic.

• Edit (Pencil Icon): Modify conditions or actions.

• Delete (Trash Icon): ⚠️ Warning: Deletion is immediate and cannot be undone.

Best Practices

• Keep Names Clear: Use names like "High Score Redirect" so you can identify the rule’s purpose at a glance.

• Test Simple First: Start with a single action. Once verified, add more complex "Else" logic.

• Check Your Webhooks: When using Slack, ensure your Webhook URL is active and the channel name is correct.

• Verify Redirects: If adding tracking parameters (e.g., source, campaignID), ensure your destination URL is configured to accept query params.

 Troubleshooting

Need More Help?

If you're still stuck, contact support with your Campaign Name, the Rule Name, and a screenshot of your configuration.