Customer Experience (CX) Automation and Workflows in Zonka Feedback enable you to use technology and automate common tasks and work on survey management and enhancing customer experience more efficiently.

With Zonka Feedback's Workflows, you can design automations for Survey Response Notifications, Contacts and Survey Response Management.

In this article

  1. What are Workflows in Zonka Feedback and why you should use them?

  2. Understanding Workflow Triggers and Actions

  3. How to access Workflows in the Zonka Feedback Platform?

  4. Creating Workflows

  5. Activating, Deactivating and Deleting Workflows

What are Workflows in Zonka Feedback and why you should use them?

Workflows are series of automated, sequential actions triggered when the set filters and conditions are met. In Zonka Feedback, Workflows enable you to set conditions and automate actions when a new Survey Response is received.

Benefits of Using Workflows

There are multiple reasons why Workflows can be helpful in Customer Experience Management.

  • Workflows streamline repeatable tasks

  • With Workflows, there is almost negligible room for error

  • Workflows increase overall efficiency

  • Workflows help reduce human effort and cut costs

  • With Workflows, you can do Feedback Management more efficiently and faster

To get started with Zonka Workflows

  • Navigate to the Automation tab in the left panel of Zonka Feedback.

  • Or select a survey, go to its distribution tab and then select the Automation in the top navigation tab.

Understanding Workflow Triggers and Actions

Building Workflows is a two-part process — adding Triggers and Actions.

Workflow Triggers

Workflow Triggers are filters or conditions based on which the workflow will be initiated. Any Survey Response that meets the conditions and filters is enrolled in the Workflow.

You can trigger workflows for all responses or responses that match all or any of the set conditions.

The filters and conditions include:

  • Locations

  • Days

  • Users

  • Devices

  • Channels

  • Tags

  • Contact Attributes

  • Survey Questions

Workflow Actions

Workflow Actions are the set of activities that will be executed automatically when the trigger conditions are met.

There are three types of Actions that can be triggered in Zonka Feedback Workflows. These include:

  • Send Notification
    With Send Notifications, you can set up notifications for Team and Respondents when the trigger conditions are met.

  • Response Action
    With Response Actions, you can automate Response Inbox actions to manage incoming Responses automatically and efficiently.

  • Contact Action
    With Contact Actions, you can automate action for a Contact in your Zonka Feedback Platform.

Here are all the Workflow Actions you can do with Zonka Feedback Workflows.

Action Name

Action Type

Action Description

Send an Email to Responders

Send Notification

Trigger an email for the respondent as soon as a response based on the trigger conditions is received.

You may customize the email content and also include placeholders to personalize it.

Send an email to Team

Send Notification

Trigger an email alert for members of the team as soon as a response based on the trigger conditions is received. You may customize the email content and also include placeholders to personalize it.

The alert receiver field can contain multiple team members. But at least ONE is mandatory.

To add any team member in the workflow actions, he should be added as a User in your settings.

Send an SMS to Team

Send Notification

Trigger a short text message alert for members of the team as soon as a response meeting your trigger conditions is received. You may customize the content and also include placeholders to personalize it.

The receiver field can contain multiple team members. But at least ONE is mandatory.

To add any team member in the workflow actions, he should be added as a User in your settings.

Send an SMS to Respondent

Send Notification

Trigger a short text message for the respondent as soon as a response based on the trigger conditions is received.

You may customize the content and also include placeholders to personalize it.

Send a Slack Notification

Send Notification

Trigger a message on slack to the people added in your slack account.

You can select from your various slack channels and users you wish to be notified. You can customize the message body and personalize it by adding placeholders.

You may also choose to include the responses of the survey questions in the message.

You need to integrate your slack account with Zonka Feedback to avail this feature.

Tag the Response

Response Action

Use tags to label and categorize the responses. Tags are useful as filters, for advanced searching and managing responses better.

You can add from the list of existing tags by clicking on Assign Tag and checking the checkbox for the tag name you wish to add.

You can also create new tags by simply clicking on Assign Tag, typing the tag name in the text field followed by the return key.

This will also help you to generate an effective Tags Analytics Report.

Mark Response as Important

Response Action

Mark the response Important to classify them in the top priority and know to close the feedback loop at the earliest with utmost care.

Mark Response as Starred

Response Action

Add this action to add star to the responses which meet the trigger conditions to make it a point to go through later. You simply have to check on the checkbox to add this action.

Add a Task

Response Action

Create a task corresponding to the responses meeting the trigger conditions.

To create a task, you will have to add task name, task type, task description, task due date, task reminder and assignee.

Add a Task and Escalate After [x] Days

Response Action

Create a task corresponding to the responses which meet the trigger conditions and add escalation in case of non-completion.

To create this action, you will have to add task name, task type, task description, due date, task reminder and assignee and the number of days after which the task will be escalated in case of incompletion.

Add Contact to a Contact List

Contact Action

Add the respondent contact to one of your existing contact lists or create a new list.

You can add from the list of existing contact lists by clicking on Assign List and checking the checkbox for the list name you wish to add it in.

You can also create a new contact list by simply clicking on Assign List, typing the list name in the text field and pressing return.

This will populate your contact lists as per your preferences.

Unsubscribe Contact

Contact Action

You can unsubscribe a contact for your email campaigns based on the trigger for response set up by you.

Email Another Survey

Contact Action

With this action, you can automate forwarding another survey link via email to the respondents whose responses meet the trigger conditions.

SMS Another Survey

Contact Action

With this action, you can automate forwarding another survey link via short text message to the respondents whose responses meet the trigger conditions.

How to access Workflows in the Zonka Feedback Platform?

There are two ways to access Automation & Workflow in your Zonka Feedback platform.

To add, view and manage Workflows for all Surveys, do as follows:

  1. Choose Automation from the left navigation panel

  2. You will see a list of Workflows to view and edit and can click on 'Add Workflow' to set a new one

To add, view and manage Workflows for a specific Surveys, do as follows:

  1. Go to Surveys (Manage > Surveys)

  2. Select the Survey from the list for which you’d like to set up a Workflow

  3. Go to Build in top navigation

  4. Select Automation tab in Top Navigation and choose Workflows

  5. Once you select, a list of previously created workflows of that survey will be visible.

  6. You can go to 'Add Workflow' to create a new workflow

Creating Workflows

Creating Workflows in Zonka Feedback is very easy. Follow the steps below to create your Workflows.

  1. Go to Automation > Workflows

  2. Click on 'Add Workflow' button the top right side

  3. A pop up 'Select a Workflow Template' will appear —

    To use any of the existing template, choose the template and click on Use Template.

    To create your Workflow from scratch, click on 'Start from Scratch'.

  4. In both the above cases, you will next see the Workflow Editor.

  5. To edit the name of the Workflow, click on the edit icon in the top center of the Workflow Editor, edit the name and click Enter to save the changes.

  6. In the Workflow Editor, first choose the Survey Triggers from the left side panel.

    • Choose Survey for which you'd like to set the trigger and workflow

    • Set Trigger conditions in Enable Trigger for. Choose from All Responses (if you'd like the workflow to run whenever any Survey Response is received) or Responses that Match (if you'd like the workflow to run whenever Survey Response that matches your set filters is received).

    • If you select 'Responses that Match', choose from 'ALL of the conditions' to trigger workflow only when all conditions are met or 'ANY of the conditions' to trigger workflow when any of the conditions are met.

    • Next, choose the Filters and Conditions. Available filters are:

      • Locations

      • Days

      • Users

      • Devices

      • Channels

      • Tags

      • Contact Attributes

      • Survey Questions

  7. Once you've set the Triggers, click on 'Add Action' in the center of the Workflow Editor to add Actions.

  8. From the right panel, choose from Send Notifications, Response Action and Contact Action.

  9. Follow the instructions to complete the action and click on Save.

  10. Once you're done setting Actions, click on 'Save' to save your Workflow Settings. By default, the Workflows are saved as Draft and turned on. To turn on the Workflow, click on the toggle on top right side.

And your Workflow will be live now!

Activating, Deactivating and Deleting Workflows

The Workflows can have two states, Active and Inactive.

By default, all new Workflows are Inactive. An Inactive Workflow does not execute any Actions.

To Activate a Workflow, follow these steps.

  1. Bring your mouseover to the Workflow you'd like to Activate and click on the kebab menu icon.

  2. Choose 'Activate' from the drop down to activate your Workflow.

To Deactivate a Workflow, follow these steps.

  1. Bring your mouseover to the Workflow you'd like to Deactivate and click on the kebab menu icon.

  2. Choose 'Deactivate' from the drop down to make your Workflow inactive.

To Delete a Workflow, follow these steps.

  1. Bring your mouseover to the Workflow you'd like to Deactivate and click on the kebab menu icon.

  2. Choose 'Delete' from the drop down to delete the Workflow.

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