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12.4. Using Survey Data in Triggers, Filters and Automation Rules

Using Survey Data in Triggers, Filter and Automation Rules

Survey responses can be used as conditions in Triggers, Filters and Automation Rules to create follow-up workflows and dashboards. Conditions are available under the Surveys group in the condition picker.

The following condition operators are available for survey scores:

Operator	Description	Value Field
Is	Score equals a specific value	Numeric input
Less Than	Score is below a threshold	Numeric input
Greater Than	Score is above a threshold	Numeric input
Type	Score falls in a specific bucket (e.g., Detractors, Promoters)	Dropdown of bucket names
Has Response	A survey response exists for this request	None
No Response	No survey response exists for this request	None
Has Comment	The response includes a text comment	None
No Comment	The response does not include a text comment	None
Triggers evaluate after a survey response is submitted, enabling real-time follow-up actions.

Example use cases:

1. Automatically escalate requests where the customer gave a Detractor score (0–6).
2. Send a thank-you email to Promoters who also left a comment.
3. Notify a manager when any survey response scores below 3.
4. Add a request to a follow-up category when a Thumbs Down response is received.