GetFeedback
Automated Emails with Salesforce
Easily create and schedule email surveys using Salesforce Automation. Our Salesforce Automation gives you access to advanced tracking and analytics, helps you avoid using up your Salesforce email send limits, and lets you set reminder emails without setting up complicated apex triggers in Salesforce.
Salesforce started blocking new workflow rules in 2023. Learn more
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Before You Start
- Make sure that your Salesforce environment has Modify Metadata and Customize Application permissions enabled.
- Before automating emails, connect your survey to Salesforce. From the survey builder, go to Mappings > Salesforce Custom Mappings to connect the survey to your integrated Salesforce environment.
- If you use a survey question as your email call to action, remove the title page of the survey. In the survey builder, hover over the title page and select X to remove the page. Then, publish your survey again.
Build your automation in the Live version of your survey. When you publish your survey, any Draft settings will be erased and can’t be recovered. Your Draft settings won't be published to the Live email.
Building Your Email Template
From your survey, go to Distribute > Email > Salesforce Automation to build your email template.
Email Details
- Choose your Call to action. Embed a button or embed a survey question directly in your email.
- If you choose a survey question, we recommend using the first question. If you use a later question, the survey still opens in the browser on the first question.
- Enter an email Subject line that’s clear and concise.
- Enter your Sender name. This is the name that displays in the From field on the email.
- Select your Sender email. This includes two parts:
- Your company, brand, or account name. This should be anything that’s easily recognizable to your customers, such as the name of your company or “support.” Learn more about complying with spam policies
- Your email domain. You can select one of our default domains or your own custom domain.
- If you use the default address, the reply-to address will be your GetFeedback login email, and people may be able to see and reply to your personal address.
- If you use a custom email domain, you can use the Sender email as the reply-to address. Select your custom domain, then check the box to set your custom email address as the reply-to address. Learn how to request a custom domain
Don't use accented characters (such as é or á) in the account name. Special characters will cause the email to fail.
Don’t add the email domain to the account name (such as @getfeedback.com). You’ll select the domain after entering a name. If you add the domain to the name, your email will fail.
- To end your survey after a certain number of days, select an option from the dropdown under Each survey remains active for. After the selected number of days passes, your survey stops collecting responses.
Salesforce Data
Set up the Salesforce triggers and fields for the email.
- Object that triggers your email alert: Select the Salesforce object that triggers your email outbound message from Salesforce. This should be the same object that your Salesforce flow is based on (If you don’t know this yet, create your workflow in Salesforce and come back to finish your survey template later on).
- Recipient name: Select the Salesforce field to pull the customer’s name address from.
- Recipient email: Select the Salesforce field to pull the customer’s email address from. If one isn’t available, select a different object, or add an email field to the object you’ve selected in Salesforce. Formula fields in Salesforce are not supported on outbound messages.
Map Unsubscribes and Bounces to Salesforce
Set up checkbox fields in Salesforce for hard bounces and unsubscribe requests before mapping them from GetFeedback.
When your email bounces or a customer unsubscribes, you can map requests and bounces back to Salesforce so you can build suppression list reporting or curate a high-performing distribution list for future emails.
To map hard bounces and unsubscribe requests to Salesforce:
- Turn on the Suppression list sync toggle.
- Choose the Salesforce fields to map hard bounces and unsubscribe requests to.
If someone unsubscribes, or an email is returned as a hard bounce, we’ll update the Unsubscribed and Hard Bounce checkboxes on the Salesforce contact.
To resubscribe an address to your GetFeedback emails, contact us.
Adding Merge Fields
When you select the Salesforce trigger object, we add certain merge fields by default. If you want to track and record additional information, you can add more merge fields to the email. For example, if you want to reference any lookup relationships in Salesforce, add those object IDs as merge fields.
To add merge fields:
- Scroll to the Additional merge fields section, then select + Merge Field.
- Enter the Merge Field Name (the title of the merge field) and Merge Field Value (the name of the Salesforce field to pull data from).
Designing Your Email
Edit the logo, greeting, and body message of your email.
- Add a logo: Select Add a logo, then upload an image.
- Add a greeting: Select Add an optional greeting and enter your greeting text.
- Add a message: Select Add an optional message and enter your message text.
Personalizing Your Email
To personalize your email with merge fields, select the subject, greeting, or message fields, then select Personalize. You can choose from any merge fields you’ve added to your email. You can also add a fallback term to use if we can't pull a recipient's information from Salesforce.
Saving Your Email
When you’ve finished building your template, select Save changes in the bottom right corner.
Scheduling Reminder Emails
You can send up to 2 reminder messages to your recipients to encourage them to take your survey. Select the First reminder tab to start setting up reminder emails. Learn more about Salesforce reminder emails
Viewing the Outbound Message in Salesforce
In the top left corner of the email editor, select View in Salesforce to open the outbound message in Salesforce.
Setting Up Your Salesforce Flow
If you haven’t already, set up a flow in Salesforce to trigger your survey outbound message. You can either:
- Let GetFeedback automatically create a case closed flow
- Create a custom Flow in Salesforce
Using a Case Closed Flow
Salesforce started blocking new workflow rules in 2023. Learn more
If you choose Case as the object that triggers your email, GetFeedback can automatically create a case closed flow for you in Salesforce. The case closed flow triggers the email to send after a customer’s case has been closed.
- In the Initial invitation tab, scroll to the Salesforce data section.
- Under the Object that triggers your email alert field, turn on the Create case closed flow toggle. When you save your changes in the email builder, we create the flow and connect it to your outbound message in Salesforce.
Make sure to save your email again after turning on the toggle. You can edit this case closed workflow in Salesforce, to set time delay or other settings as needed.
For workflows and automated emails that aren’t triggered by a Case object, follow the instructions below to create the workflow directly in Salesforce.
Creating a Custom Salesforce Flow
Create a flow in Salesforce to trigger your survey outbound message.
When you’re done creating your flow, make sure to test it. Enable your outbound message and flow to make sure everything is working as expected before going live.
Sending Emails From Custom Domains
You can set up a custom email domain (such as support@yourcompany.com) or create a custom subdomain (such as support@yourcompany.getfeedback.com). Using a custom domain requires changes to your DNS.
Using Your Own Email Domain
When setting up automated emails from Salesforce, you can send using your own email domain by setting up DKIM.
DKIM adds a unique signature to the message header for each email you send. This signature is specific for your domain and is generated by a private key. The corresponding public key is added to a DNS record for your domain. We’ll provide you with this key so that you can add this to your DNS records before sending with us.
DKIM then permits receiving email systems to verify that the email was authorized to be sent. Using DKIM can help with your deliverability rates, ensuring that more surveys reach more of your audience for better response rates and data overall.
Learn how to request a custom domain.
Using a Custom Subdomain
If you don't want to change your DNS, you can also send using a custom GetFeedback subdomain. Contact us to set up a GetFeedback subdomain. Your subdomain will look like yourcompany.getfeedback.com.