Surveys Settings
Configure response routing, notifications, NPS thresholds, and default question templates.
Go to Surveys > Settings to configure how responses are routed, who gets notified, and what defaults apply across all surveys.
Response Routing
Control where responses are stored based on survey kind:
| Kind | Routing |
|---|---|
| NPS | Attach to CRM contact by email match |
| CSAT | Attach to Support ticket by ticket ID passed in the survey link |
| Screening | Attach to ATS candidate by application ID passed in the link |
| 360 Review | Store on the People employee record |
| Quiz | Standalone — no automatic module attachment |
Response routing requires the relevant module to be enabled. If the matched record is not found (e.g., no CRM contact with that email), the response is still saved in Surveys and flagged as unmatched.
NPS Thresholds
Define which scores map to each segment:
- Promoters — Default: 9–10
- Passives — Default: 7–8
- Detractors — Default: 0–6
Adjust these if your scale or methodology differs from standard NPS.
Notifications
Configure who gets notified and when:
| Event | Default Recipient |
|---|---|
| New response submitted | Off (can be noisy on high-volume surveys) |
| Detractor response received | Account owner |
| CSAT score below threshold | Survey owner |
| 360 review completed | Reviewed employee and their manager |
| Quiz submitted | Off |
All notifications route through Workestra Inbox. Email notifications can be enabled per event.
Default Questions
Build a reusable question library. Save your most-used questions here for quick insertion into any new survey without rebuilding them each time.
Go to Settings > Question Library > Add Question. Questions in the library appear in the survey builder's Insert from Library panel.
Automations
Configure response-triggered automations directly from Surveys Settings:
- Go to Settings > Automations > New Rule
- Example: "When NPS score is less than 7, create a Support ticket assigned to the account owner"
- Example: "When CSAT score is 1 or 2, enroll the contact in the Win-Back sequence"
Automation rules created here use the Automations module under the hood. You can also manage them from Automations directly.
Survey links are permanent once created. If you need to deactivate a survey, set it to Closed — existing responses are preserved, but the link shows a closed message to new respondents. Deleted surveys cannot be recovered.