WhatsApp Surveys in Zonka Feedback provide an efficient way to gather feedback by reaching customers directly on WhatsApp. With Zonka Feedback’s integration with Infobip, you can send WhatsApp Surveys worldwide, capturing real-time feedback across multiple touchpoints. This guide covers everything you need to set up, send, and manage WhatsApp Surveys effectively.
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How WhatsApp Surveys Work
WhatsApp Surveys let you send survey links directly to customers on WhatsApp, allowing them to access and complete surveys with one click.
Each survey message includes a unique survey link that customers can access on their mobile browser.
This channel provides a quick and convenient way for customers to give feedback, with all responses recorded in real time within Zonka Feedback.
Zonka Feedback integrates with Infobip to manage WhatsApp surveys. You’ll need an Infobip account to send these surveys. Once connected, you can use pre-configured templates to send surveys as direct messages on WhatsApp.
Steps to Connect Infobip
Sign in to your Zonka Feedback account.
Go to Account Settings > WhatsApp Surveys > WhatsApp Setup.
Enter the Infobip details (API Key, Endpoint, WhatsApp Sender) found in your Infobip account.
Once connected, you’re ready to start sending surveys through WhatsApp.
WhatsApp Sending Options — Choosing a WhatsApp Gateway
Infobip Integration
Zonka Feedback has partnered with Infobip to facilitate WhatsApp Surveys worldwide. This integration includes
Zonka Feedback helps you create and configure your Infobip account.
Infobip’s WYSIWYG message designer enables personalized survey messages for higher engagement.
Infobip is available worldwide, with charges for account setup and message sending.
To send WhatsApp surveys, you’ll need a registered WhatsApp template in Infobip. Zonka Feedback supports two template types.
Text-based Template Without Button: A simple text message without interactive elements.
Text-based Template With Button: Includes a clickable button for easy access to surveys.
Note: For button-based templates, ensure the survey domain matches your Zonka Feedback region
Ensure the domain matches your Zonka Feedback region:
US Region: us1.zonka.co/{{1}}
EU Region: e.zonka.co/{{1}}
Steps to Map Placeholders in Templates
Select the survey in Zonka Feedback you wish to distribute.
Go to Distribute > SMS & WhatsApp.
Choose Placeholder Mappings and select the Infobip template.
Map each placeholder (e.g., customer name, order ID, survey URL) to the appropriate attribute.
Important: Ensure one placeholder is mapped to the {{URL}} attribute to include the survey link.
Save and proceed to send the survey.
Monthly WhatsApp Survey Limits
Your monthly WhatsApp survey limit depends on your Zonka Feedback plan, with survey credits allocated per month.
Additional credits are available on demand to support larger survey campaigns.
Steps to Configure Infobip in Zonka Feedback
If you already have an Infobip account, simply connect it with Zonka Feedback. We use Infobip for WhatsApp Surveys. If you need assistance creating an Infobip account, please reach out to us at hello@zonkafeedback.com or schedule a call with our team for support.
Follow these steps to set up and configure your Infobip account within Zonka Feedback.
Log in to your existing Infobip account. Ensure your account has WhatsApp Business API access.
In Zonka Feedback, go to Settings > WhatsApp Surveys and select WhatsApp Setup.
Enter the API key from your Infobip account and paste it into your Zonka Feedback account.
Copy the Endpoint URL/App Base URL from Infobip and add it to the corresponding field in Zonka Feedback.
Use the dedicated WhatsApp Sender ID from your Infobip account to complete the setup.
Once setup is complete, send a test message to ensure everything functions as expected. After a successful test, your Infobip integration for WhatsApp Surveys is ready.
Begin sending WhatsApp surveys directly from Zonka Feedback using your connected Infobip account. You can also automate survey sending based on customer interactions.
For detailed API specifications, refer to the Zonka Developer Guide.
Ways to Send WhatsApp Surveys with Zonka Feedback
There are multiple ways to send WhatsApp Surveys. These are as follows.
Directly from Zonka Feedback
If you'd like to send WhatsApp Surveys as and as required or desired, you can do so directly from the Zonka Feedback Platform.
To send WhatsApp Surveys from the platform, follow these steps.
Build and customize your survey.
Go to Distribute > WhatsApp Surveys.
Configure the template and map placeholders with the desired attributes
Add Recipients
Manually enter contact numbers.
Upload contacts via CSV, with options for prefilled data if needed.
Select from pre-created segments or contact lists within the platform.
Preview and send the survey.
Trigger WhatsApp Surveys via APIs
Use Zonka Feedback’s API to integrate with your CRM, website, or application for programmable survey sending. Zonka Feedback APIs are very easy to use and ideal if you want to connect your CRM, POS, HRM, Helpdesks or other tools and platforms.
Set up specific triggers in your systems (e.g., purchase completion, ticket resolution) to automatically send surveys at key touchpoints.
Trigger WhatsApp Surveys via Integrations
A good time to send WhatsApp Surveys is on the occurrence of an event or activity in tools you use. Triggering WhatsApp Surveys after an event ensures that you're able to capture customer feedback and opinion on the said event while it is still fresh in their minds.
Triggering WhatsApp Surveys via Helpdesks
Connect your helpdesks like Zendesk and Freshdesk to Zonka Feedback, and set conditions to trigger Surveys. For example, automate sending WhatsApp Surveys after a ticket has been closed or resolved.
Triggering WhatsApp Surveys via CRMs
Connect your CRMs like HubSpot, Salesforce, Pipedrive, and ActiveCampaign, and set conditions or workflows to trigger WhatsApp Surveys. For example, when a deal is closed, when a new contact is added, when a contact subscribes and so on.
Triggering WhatsApp Surveys via other tools
Connect any other tools to run workflows and conditions for sending surveys.
Survey Throttling
Survey Throttling refers to the practice of limiting the number of surveys that a user can take within a certain time period, in order to prevent abuse or spamming. This can help to maintain the quality and accuracy of survey data and prevent users from gaming the system by taking too many surveys in a short time period. It can also help in not over-surveying the users.
For example, if you're a regular shopper and make a purchase from a website on a daily basis, it could be irritating as a customer to get a feedback request every day.
Using Survey Throttling, you can specify a period in which the customer will not receive another survey request again, even if the customer is included manually, via contact list, or through a CSV import in the sending list.
To manage Survey Throttling, do as follows.
Go to Settings > Account > Survey Throttling
Select Time Period to turn on the Throttling for the defined period or Choose Off to turn the Throttling Off
Click on 'Update'
📖 Note
Survey Throttling works across Emails, SMS, and WhatsApp Surveys, i.e. if Survey Throttling is turned on for your account for 30 days, then if a customer has received an email, SMS, or WhatsApp survey in those 30 days, then he will not get another survey again in that period.
📖 Note
Survey Throttling is managed for the entire account and not survey-wise. That is, if the customer receives any surveys in the defined period, he will not get another survey in that period, even if it is a different survey.
📖 Note
When using APIs and Integrations, you can choose to opt for 'ignore throttling' settings.
Testing WhatsApp Surveys
Test your custom WhatsApp Surveys easily with the Zonka Feedback platform. Simply send a test WhatsApp message to yourself to experience the look and functionality without adding yourself to the contact list. This won't affect your logs and metrics.
Steps to test the WhatsApp Survey:
On the WhatsApp Survey Configuration template page, click 'Send Test message' at the bottom.
Enter your phone number in the text box that appears and click "Send Test message."
📖 Note
Test responses will not be saved; this is just to experience the survey flow.
Viewing WhatsApp Survey Logs
You can track your send WhatsApp Surveys and success rate with WhatsApp Survey Logs. The logs tell you about deliverability and response rate.
Here's what you can track with the WhatsApp Surveys logs.
Mobile number to which you have sent your survey.
Time and date when your message was sent
Time and date when your message was opened
Time and date when the respondent has submitted his/her response.
You can also view Delivery Rate, and Survey Answered Rate. Learn more here.
FAQs for WhatsApp Surveys
Do I need an Infobip account to send WhatsApp surveys?
Yes, an Infobip account is required to send WhatsApp surveys. You can sign up directly with Infobip or contact Zonka Feedback support for assistance with setup.
Can I customize the WhatsApp message template?
Yes, you can customize the message template by mapping attributes like customer name, order ID, and survey URL to placeholders in the template. Learn more about configuring templates here.
What is the cost of sending WhatsApp Surveys via Infobip?
There are charges associated with setting up an Infobip account and sending WhatsApp messages. For a detailed cost breakdown, please contact Zonka Feedback support.Can I integrate my own WhatsApp Business account for surveys?
No, currently you cannot connect your WhatsApp Business account. For more information, please contact Zonka Feedback support.How do I schedule a WhatsApp survey to be sent at a later time?
Use the scheduleDateTime parameter to set a future date and time for the survey message.
Is Infobip available worldwide?
Yes, Infobip offers global WhatsApp support, making it possible to send surveys to customers in various regions.How many WhatsApp Surveys can I send monthly?
The monthly survey limit depends on your Zonka Feedback plan. Additional credits are available if needed.Can I view WhatsApp Survey delivery and response metrics?
Yes, Zonka Feedback provides logs with metrics for delivery, open, and response rates.Can I automate WhatsApp Surveys to be triggered by events?
Yes, Zonka Feedback supports automatic WhatsApp Survey triggers through integrations and APIs, ideal for event-driven survey distribution.
Setting up Infobip and sending WhatsApp Surveys with Zonka Feedback helps you capture customer insights efficiently and improve customer engagement.
For any assistance or questions, please contact our support team at hello@zonkafeedback.com.