Campaign Surveys

  • Updated

Overview

Campaign Surveys let you ask a single, structured question in your SMS campaigns, like a quick poll, and automatically track how your audience responds. You’ll get clean, easy-to-read results that help you personalize follow-ups and understand your members better.

With just a few clicks, you can collect meaningful insights and take immediate action based on how people respond.

 

Why Use This Feature?

  • Understand your audience quickly – Get clear feedback in a structured format without needing a separate tool.
  • Segment based on intent – Use survey responses to create highly targeted follow-ups or subcommunities.
  • Drive smarter decisions – Use insights to inform product releases, tour locations, marketing offers, and more.
  • No extra tools needed – All within Community, no need for external survey links or platforms.

 

How It Works

Creating a Survey

  1. Start a new campaign
    • Open the Campaign creation modal as you normally would.
    • Select all the filters to send the survey to the appropriate audience.
  2. Enable the survey option
    • Add a survey by clicking the add survey button,, in the toolbar.
    • Enter the question for your survey along with at least two choices. Note: Click the ellipses, , to designate choices by number or emoji.
    • The system will format the message so members can easily reply with a number, emoji, or the full response text.
  3. Customize your message
    • Add complimentary text before and after the question to personalize the survey further.
  4. Send your campaign
    • Schedule or send immediately. It works just like any other campaign — but now with built-in survey functionality.

Viewing Survey Results

  1. View results
    • After sending, go to the Campaign Details page to see response breakdowns (counts + %) and visual charts.
  2. Take action
    • From the results view, you can send targeted follow-ups or create subcommunities based on how members responded.

 

Campaign Follow-Up Flows for Surveys

When you create a campaign follow-up flow for a survey campaign, members are branched into different paths based on the survey choice their response was grouped with. This makes it easy to:

  • Send targeted follow-up messages based on survey responses
  • Continue conversations with members that didn’t respond
  • Automate next steps without manual segmentation

To learn more about campaign follow-up flows for surveys, see Campaign Follow-up Flows Help Article.

 

FAQs

Q: How many answer choices can I include in a survey?

A: You need a minimum of two choices in a survey, but can have as many as you want beyond that.

Q: What happens if a member responds with more than one choice?

A: If a member responds with more than one choice, Community does its best to put that reply into both buckets. 

Q: What happens if a member replies with something unrelated to my survey answers?

A: Community will do its best to group the reply into one of the pre-defined answers. If it is not able to reliably bucket that response, it will put that reply into an ‘Other’ bucket. 

Q: Can members reply in different ways?

A: Yes — responses are grouped even if members reply using numbers, emojis, full text, or a combination of both.

Q: Where do I see the results?

A: On the Campaign Details page, you’ll see a full breakdown of the responses.

Q: Can I run surveys on WhatsApp?

A: Yes!

Q: Can I ask open-ended questions?

A: For now, surveys are limited to multiple-choice questions. 

Related articles