Survey Automation
Right survey, right moment, urgent answers flagged.
Survey Automation
Customer Support & Success
- RuleDone:
A customer milestone happens, or a panel survey is due.
- RuleDone:
It picks the survey and language and checks caps, complaints and consent.
- RuleDone:
It waits for the delay and the send window, then checks once more.
- RuleWaiting for approval:Waiting for you
It sends the approved invite, and one reminder later if there is no answer.
- RuleNot started:
It scores the answer and checks the free text for urgent issues.
- RuleNot started:
It alerts the urgent owner and hands the answer to 27.
For example: A home-services company closes a repair ticket in HubSpot.
Waiting for you. Nothing has changed yet.
Review for important actions. Customer-facing and record-changing actions are reviewed first.
What is Survey Automation?
In shortSurvey Automation is an AI automation for Customer Support & Success teams that works with Gmail, Google Forms, HubSpot, Microsoft Teams, Salesforce and 5 more apps. Sends a short survey after customer milestones, with at most one reminder and every consent rule, and alerts a person to urgent answers same day. It is built for customer experience (CX) lead, operations head, owner of a clinic, school and service or SaaS business.
Last reviewed
Key facts
- Department
- Customer Support & Success
- Starts when
- A customer milestone in your CRM (ticket closed, order delivered, onboarding done) or a scheduled panel day
- Works with
- Gmail, Google Forms, HubSpot, Microsoft Teams, Salesforce, Slack, Typeform, WhatsApp, Zendesk, Zoho CRM
- Run modes offered
- Shadow, Draft, Assisted and Auto
- Human control
- Review for important actions
- Status
- Available now
The problem today
Surveys go out in bulk once a quarter to everyone, including unhappy customers mid-ticket and people surveyed last week. Nobody reads detractor comments in time.
What it does
When a milestone happens or a panel date arrives, it picks the matching approved survey and checks whether this person should get it. It sends a fixed, approved invite by email or WhatsApp inside the person's send window, and one reminder to non-responders only. Scores are rated by rules (NPS, CSAT), and free text is checked for urgent issues, which go straight to the right person. Every answer is passed to Feedback Analyzer (27) for theme reports.
How does Survey Automation work?
How it works- Rule you set
- AI step
- A person decides
- Step 1Rule
A customer milestone happens, or a panel survey is due.
- Step 2Rule
It picks the survey and language and checks caps, complaints and consent.
- Step 3Rule
It waits for the delay and the send window, then checks once more.
- Step 4Rule
It sends the approved invite, and one reminder later if there is no answer.
- Step 5Rule
It scores the answer and checks the free text for urgent issues.
- Step 6Rule
It alerts the urgent owner and hands the answer to 27.
What you get
Key features- Frequency caps: same survey at most every 90 days, any survey at most every 30 days (defaults).
- Send window Mon–Sat 10:00–18:00 in the recipient's time, plus quiet hours.
- One reminder at most, after 4 days by default (0–14).
- Detractor rules NPS ≤ 6 and CSAT ≤ 2; urgent types: safety, legal threat, privacy complaint, harassment, self-harm mention, cancellation intent, service failure.
- Keyword backstop in English, Hindi / Hinglish, Tamil and Spanish that can only add urgency.
- Daily link check pauses closed forms; a spike in opt-outs pauses a survey.
- One-click unsubscribe and WhatsApp STOP handling.
How much does it do on its own?
Run modesPick a mode to see what Survey Automation would do at each step.
Every automation starts in Shadow. Move it up when you are ready, and back down at any time. How run modes work
Survey Automation in Shadow
Runs on real data and shows what it would have done. No app is changed and no message is sent.
- Rule
A customer milestone happens, or a panel survey is due.
Watches for it
- Rule
It picks the survey and language and checks caps, complaints and consent.
Runs on real data, read only
- Rule
It waits for the delay and the send window, then checks once more.
Runs on real data, read only
- Rule
It sends the approved invite, and one reminder later if there is no answer.
Shown to you as a suggestion
- Rule
It scores the answer and checks the free text for urgent issues.
Shown to you as a suggestion
- Rule
It alerts the urgent owner and hands the answer to 27.
Shown to you as a suggestion
Shadow vs Auto for Survey Automation
Auto is the most it can do on its own. Here is each step side by side.
| Step | Shadow | Auto |
|---|---|---|
| In short | Runs on real data and shows what it would have done. No app is changed and no message is sent. | Runs without approval, with limits, alerts and a kill switch. Unlocks after a trial period in Assisted. |
| Step 1A customer milestone happens, or a panel survey is due. | Watches for it | Runs on its own within your limits |
| Step 2It picks the survey and language and checks caps, complaints and consent. | Runs on real data, read only | Runs on its own within your limits |
| Step 3It waits for the delay and the send window, then checks once more. | Runs on real data, read only | Runs on its own within your limits |
| Step 4It sends the approved invite, and one reminder later if there is no answer. | Shown to you as a suggestion | Runs on its own within your limits |
| Step 5It scores the answer and checks the free text for urgent issues. | Shown to you as a suggestion | Runs on its own within your limits |
| Step 6It alerts the urgent owner and hands the answer to 27. | Shown to you as a suggestion | Runs on its own within your limits |
| True in every mode | No AI writes outbound text: invites and reminders are fixed, approved templates. | |
What it will never do on its own
Safety & human control- No AI writes outbound text: invites and reminders are fixed, approved templates.
- Never surveys people with an open complaint, known minors, excluded segments or anyone without consent for the channel.
- Survey links carry only a random ID, never names, emails or phones.
- Never replies to respondents; self-harm mentions go to your safety contact with your crisis guidance.
- Rewards and sensitive questions are blocked unless legal review is recorded; alerts show a summary and link, never the answer itself.
- You approve before it acts
- Your data stays yours
- It knows its limits
- Stop anytime
What will you see on your dashboard?
Results you can trackTargets are quality goals the automation is built to reach. Estimates are calculated from your own volumes.
- Target
Response and completion rate by survey and channel (target: ≥ 25% email, ≥ 35% WhatsApp)
A goal it is built to reach
- Target
Opt-out / complaint rate (target: ≤ 0.5% per send)
A goal it is built to reach
- Tracked
NPS / CSAT trend (from 27)
Measured on your own data
- Tracked
Urgent flags handled within SLA
Measured on your own data
- Tracked
Invites skipped by reason
Measured on your own data
- Target
Frequency cap compliance (target: 100%)
A goal it is built to reach
- Target
Urgent recall (target: ≥ 95%)
A goal it is built to reach
- Target
Urgent precision (target: ≥ 70%)
A goal it is built to reach
A home-services company closes a repair ticket in HubSpot. A day later the customer gets a 3-question Typeform during their send window, and four days after that one reminder. A 2/10 answer saying "the technician left a gas smell" alerts the CX lead's Slack channel within minutes.
Who is Survey Automation for?
- Customer experience (CX) lead
- Operations head
- Owner of a clinic
- School
- Service or SaaS business
Industries: Healthcare & clinics, Education & training, SaaS & tech, Professional services, Home & field services
Also useful for: Marketing & Growth
Connects to the apps you already use
Works withApp names are trademarks of their owners. Charviam connects to them; it is not a partner or reseller.
- Gmail
- Google Forms
- HubSpot
- Microsoft Teams(optional)
- Salesforce
- Slack(optional)
- Typeform
- WhatsApp(optional)
- Zendesk(optional)
- Zoho CRM
Better together
Automations that hand work to Survey Automation, or pick up where it stops.
What do you need to set it up?
Setup- Connect Typeform or Google Forms, Gmail, WhatsApp (optional), your CRM (HubSpot, Salesforce or Zoho CRM) and an alert channel.
- List approved surveys (up to 10 questions; 5 or fewer suggested) and map milestones with delays.
- Set caps, reminder days, send window, excluded segments and detractor thresholds.
- Name the urgent owner; for self-harm handling, add a safety contact and your crisis guidance.
- Approve each survey's invite template once.
Typical setup
- 01Connect your apps
- 02Configure the rules
- 03Run a watch-only trial
- 04Go live
Not included
- Designing survey questions, or research with non-customers.
- Incentives or prize draws.
- Theme analysis (that is 27) and replying to detractors.
Questions about Survey Automation
FAQSee Survey Automation on your own data
WalkthroughIt starts in Shadow, where it only watches and suggests, so nothing changes in your apps until you say so.