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Easily create and schedule email surveys using Salesforce Automation. Sending with automated email, you’ll have access to advanced tracking and analytics, avoid using up your email send limits within Salesforce, and set reminder emails without setting up complicated apex triggers in Salesforce.
First, connect your survey to Salesforce. Navigate to Edit Survey > Mappings > Salesforce Custom Mappings to connect the survey to your integrated Salesforce environment.
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.
Then navigate to Distribute > Email > Salesforce Automation.
Choose your Call to Action. Embed a button or embed a survey question directly in your email.
Choose an email Subject line that’s clear and concise.
Select your Sender name and Sender email address. We'll provide you with an authenticated email address, or you can send from 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
Select which Salesforce object will trigger your email outbound message from Salesforce. You want this to be the same object that your workflow is based on in Salesforce. (If you don’t know yet, please create your workflow in Salesforce and come back to finish your survey template later on.)
Select the Salesforce field that we’ll use to pull the customer’s email address. If one isn’t available, please 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.
Recipients can unsubscribe from emails from the company or account that sent the email. People who have unsubscribed from your emails can still get emails from other companies or accounts sending surveys using GetFeedback.
Next, map unsubscribe requests and hard bounces to Salesforce.
Pick the Salesforce field you’d like to map unsubscribe requests and hard bounces to.
These will need to be checkbox fields in Salesforce on your contact record, so you'll need to set these up in Salesforce first.
When you send the survey out, a user may choose to unsubscribe. When they do, you'll be able to see that the checkbox field in Salesforce on the Contact record has been updated.
If the email is returned as undeliverable with a hard bounce, you’ll see this updated in the hard bounce field on the contact record in Salesforce.
Now this data is in Salesforce, and you can build suppression list reporting or curate a high performing distribution list for future email sends.
If you'd like an email address to be resubscribed to your emails from GetFeedback, Please email firstname.lastname@example.org.
Next, add merge fields to your survey.
Pull in any personal information you’d like to track about your respondents such as contact ID, name, email or case.
If you want to reference any lookup relationships later on in the process this is a great time to add those object IDs to your email template.
Click Save initial email settings when you've got your email details set up.
Once Save initial email settings is clicked, this button should grey out and the View in Salesforce option at the top of the automated email builder should turn blue.
If the Save initial email settings button remains blue, the survey's connected Salesforce environment may be missing the needed permissions to build the outbound message in Salesforce. Check that your Salesforce environment has "Modify Metadata" and "Customize Application" permissions enabled.
Finally, click View in Salesforce to view the outbound message in your Salesforce org. You can leave this screen now to go to the next step of selecting the workflow in Salesforce which will trigger your automated email.
You can send up to 2 reminder messages to your recipients to encourage them to take your survey. To schedule a reminder email:
At the top of the left panel, select the First reminder tab.
Turn on the Enable toggle.
Select the number of days after the initial email to send your reminder.
Enter an Email subject for the first reminder.
Select Save changes.
To schedule a second reminder, go to the Second reminder tab and follow the same steps as above.
Tick the checkbox labeled Create case closed workflow. When you Save initial email settings in the email builder, the workflow will be created and connected alongside your Outbound Message in Salesforce.
You can edit this case closed workflow in Salesforce, to set time delay or other settings as needed.
For workflows and automated emails that are not triggered from a Case object, follow the instructions below to create the workflow directly in Salesforce.
If you haven’t already, set up a workflow in Salesforce to trigger your survey outbound message.
Choose the action that will kick things off. Select an Existing Action to find your Outbound Message.
Next, select Outbound Messages and search for the one you’ve just created in GetFeedback to attach it to your workflow.
Now that you've selected the Outbound message in your workflow, you’re all set! You’ve completed all the necessary steps to send your GetFeedback survey with Automated Email.
As always, please test your workflow. Enable your outbound message and workflow to make sure everything is working as expected before going live.
When setting up automated emails from Salesforce you’ll also be able to send using your own email domain by setting up DKIM.
DKIM allows for a unique signature to be added 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.
To get started please contact our support team at email@example.com to access the key to add to your DNS records. Adding the DKIM key will be different depending on your DNS provider so check in with your IT team about how to make that happen.
If you do not want to make changes to your DNS you can also send using a custom GetFeedback subdomain. Contact our support team and we'll gladly set this up for you. Your subdomain would appear something similar to: yourcompany.getfeedback.com when sending.