Essentials feature: Available on Essentials, Pro, and Ultimate plans.
Send GetFeedback survey invitations via SMS to connect quickly with your customers on-the-go.
At this time, we’re only able to send SMS to phone numbers based in the US, Australia, Canada, Finland, Ireland, the UK, France, and Sweden.
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.
From your survey, select Distribute > SMS to set up SMS invitations.
Draft your custom SMS message. Include the following information in your message:
After drafting your message, go to the Consent section and turn on the toggles to confirm you included the required information in your message. You also need to confirm that your recipients have consented to receive SMS messages. The Consent toggles need to be turned on to save your SMS message.
For the dropdown labeled Each Survey Remains Active For, choose how long recipients can access your survey. Once the time period passes, the survey link won’t work.
Set up a trigger for your message and select the fields to pull information from.
Non-US phone numbers can’t have spaces, dashes, or parentheses in Salesforce. Leave the + at the front of the number. For example, use +4xxxxxxxxxx instead of +4-(xxx)-xxx-xxxx.
Respondents can respond “STOP” to your SMS messages to unsubscribe. You can map these responses back to Salesforce.
To map unsubscribe responses to Salesforce:
The fields you chose to pull information from are displayed in the Salesforce Merge Fields section. You can add more merge fields from the object you chose.
To add more Salesforce merge fields:
Place additional merge fields in your survey to track more metadata. To include additional merge fields:
Merge field content can vary in length, so some messages may be longer than the 134 character limit and require multiple messages. This can result in additional charges.
You can personalize your SMS message with any merge fields you added. To personalize your SMS message:
When you're ready, select Save SMS Settings at the bottom of the SMS builder. If the button is gray, you may need to confirm a statement in the Consent section.
After saving your SMS message, scroll to the top and select View in Salesforce to view the outbound message you created.
Salesforce will start blocking new workflow rules in Winter 2023. Learn more
If you haven’t already, set up a flow in Salesforce to trigger the SMS message. Since you’ve already selected the object that triggers the message, you’ll need to choose the action that triggers your SMS.
When setting up your workflow rule:
Recipients can respond "STOP" to unsubscribe from SMS survey invitations and "START" to resume them. If the survey recipient responds to the SMS with text other than "STOP" or "START," they receive instructions on how to properly complete the survey. We only send instructions once per survey invite.
From your survey, select Results > Distribution to review unsubscribes, bounces, and open rates. Learn more