Surveys

Last updated 10 days ago

Look through collected data and create new surveys.

The Surveys Module allows you to browse through the results of your past surveys. From here, you can also create new surveys to be sent out. You can navigate to the Surveys Module using the navigation menu on the left of the platform. Look for the icon that resembles a bar chart.

The Surveys Module

Surveys are best used to quickly and automatically collect information from a large volume of your contacts. By sending surveys are able to collect and record qualitative data as well as save important information as custom fields.

Surveys Overview

From this table of surveys, you can see all the surveys that have been added to the platform.

You can use the search bar at the top of the Surveys Module to quickly find the survey that you are looking for.

Survey Name, Version, and Title

The Survey Name is the unique identifier to label each of the surveys on the platform. The Title is the human friendly name of the surveys. The Version describes the version number of the survey.

Description

The Description briefly describes the content of the surveys.

Total Users

This is the number of contacts that have responded to each of the surveys.

Date Added

The Date Added column shows the date on which the survey was added to the platform.

More Actions

The more actions button allows you to access a dropdown menu of additional things you can do with each of the surveys. The More Actions button is on the far right. Look for three vertical dots.

From this dropdown menu you will be presented with several options:

  • Survey Results: Select this option to open up the Survey Results page.

  • Edit Survey: By pressing this, you will open up the Edit Survey Menu.

  • Delete: This option allows you to permanently delete a survey along with all of its collected data.

Be careful, deleting a survey is irreversible. We cannot help you retrieve any survey data that has been deleted accidentally.

Viewing Survey Results

You can view a list of the responses to a specific survey by accessing its Surveys Results page. Navigate to this page by selecting Survey Results under the More Actions dropdown menu on the right. Look for the three vertical dots.

The Survey Results Page

Quickly look for specific responses by using the search bar at the top.

Contact Information

For each response, you can see the contact's Profile Picture and Full Name under the respective fields.

The channel that the user comes from is also shown.

Response

The fields and responses of the survey are shown in their respective columns.

The date on which the survey was done is also recorded under the Survey Done At.

Creating a New Survey

To create a new survey on the platform, you will need to access the New Survey Menu. This can be done by pressing the green "Add Survey" button at the top right of the page.

Upon receiving a survey, contacts are automatically asked the survey questions. The contact's responses will then be recorded onto the platform.

The New Survey Menu

Name and Description

You will have to enter a name for your new survey along with a short description in the first two fields, respectively.

Success Message

Whatever you put in the success message will be displayed to contacts once they complete the survey.

This is useful to let prompt your contact that the survey is finished. For example, you can thank them for their time and contribution.

Error Message

This message will be displayed to any contacts that exit the survey early.

Contacts that do so on purpose usually do not wish to complete surveys. You may want to use this message to apologize or inform the contact on how to opt out of future surveys to prevent a bad user experience.

Users that fail to appropriately answer your survey questions three times in a row are automatically exited to prevent them from getting stuck in a loop.

Adding Questions

To define your questions, open up the question tab to begin editing.

Survey Questions

Field Name

This is the name that each response will be recorded as when you view survey results on the platform.

Be sure to label each field so that survey results are easily readable.

Question Prompt

The Question Prompt is the actual question message that the contact will see.

Try to be concise and specific so the contact can understand exactly what you are asking.

Response Format

This allows you to select the expected response format to your question.

Text

This will accept any text based answers from the contact.

Number

This only accept a number value for an answer. You also have the option to set minimum and maximum values for your expected answer.

Date

This accepts a specific date as an answer.

Multiple Choice

The contact will be shown several options to pick from.

Email

This will only accept email addresses.

Website

This looks for website URLs.

Rating

This will show options for ratings of 1-5 stars.

Any answer that does not conform to the selected response format will be rejected.

Fallback Message

If the contact's response does not match the response format, you have the option to send them a Fallback Message.

This is useful for restating the question more clearly or to be more specific on the expected response format.

Remember that if the user trips the fallback three times in a row, they are automatically exited from the survey.

You can also add multiple fallback messages by pressing the blue plus button, in which case a random Fallback Message will be chosen each time.

If this is left blank, the platform will simply restate the original question once more.

Saving as Custom Field

In addition to saving the response to the survey results on the platform, you also have the option of saving it into an existing custom field.

You may want to save important information about the contact that's useful outside of the survey, such as their email address or phone number, as custom fields. This way, this information becomes easily accessible under their contact profile.

Adding Additional Questions

You can continue to add more questions to the survey by pressing the blue "Add Question" at the bottom.

You can simply drag the questions around if you wish to reorder the questions in your survey!

Sending Surveys

To send out the survey to a large number of your contacts, you will have to use the Broadcasts Module.

Create a new broadcast and select the survey tab. Choose the survey that you wish to send from the dropdown menu. Once you have selected your desired audience, you can press the "Send Broadcast" button to send out the survey to your contacts.

For more information on sending broadcasts, be sure to check out the Sending a New Broadcast guide.

Surveys Through Dialogflow

Alternatively, our platform allows you create you own surveys using Dialogflow intents. This method allows for greater flexibility and customization, but is also more complicated.

If you bot is integrated with Dialogflow, you will have the option of creating the survey on Dialogflow when adding a new survey.

Creating a survey on Dialogflow

Note that this method of creating surveys is not recommended for beginners due to complexity.

Once you have created the survey on the platform, it will begin to collect survey information. To build the survey content itself, you will have to use the RB_SURVEY parameter to send information through integrations to the platform.

Feel free to take a look at the Using RB_SURVEY guide to learn more about creating surveys on Dialogflow.

Editing an Existing Survey

You can update any existing survey by pressing the "Edit Survey" button under the More Actions dropdown menu.

From here, you can change and alter the details of the selected survey.

Remember to hit the "Update" button to save your changes.