Survey automations

Survey responses are not tickets, so automations react to the response itself. There are three ways to act on a completed response:

Way	Where	Best for
Survey automation (workflow)	Automation → Workflows → Create → Survey automation, or the survey’s Share → More → Run a workflow	Follow-ups inside Gleap: email the respondent, open a ticket, notify a teammate, set a contact attribute, call an API, with conditions on the answers
Survey webhooks	Project settings → Integrations → Webhooks	Your own backend, data warehouse
Integrations (Slack, Discord, Zapier, email, webhook integration)	Project settings → Integrations, action “on new item” with the Survey type	A notification per response in a channel

A survey automation is a workflow with the trigger On survey completed. It runs once per response, when the respondent reaches an ending — in the app, on the survey page, from an email or an embed. A response left halfway does not start it.

Trigger

Survey: any survey, or one survey.
Only run when: conditions on the answers of that survey and on the contact. Each question type offers matching operators:

Question	Operators
NPS	is a Detractor (0–6) / Passive (7–8) / Promoter (9–10), is, is below, is above, was skipped
CSAT, rating, scale, number	is, is below, is above, was skipped
Single choice	is, is not, was skipped
Multiple choice	includes, doesn’t include, was skipped
Yes / no	is Yes / No, was skipped
Text, email, date	contains, doesn’t contain, is, was answered, was skipped
Upload	was answered, was skipped

Contact conditions use your contact attributes (plan, company, custom data). The same conditions are available in Condition steps inside the workflow. Every matching live survey automation runs — there is no priority between them.

Steps

Step	What it does
Custom API action	Calls your URL with the response (see variables).
Condition	Branches on answers, contact attributes, office hours or API results.
Delay	Waits, e.g. a day before a follow-up email.
Create ticket	Opens a ticket for the respondent, linked to the response (the ticket shows the survey response card). The ticket’s own workflows — for example Kai — run as for any new ticket.
Email contact	Emails the respondent.
Notify teammate	In-app notification linking to the response.
Set data attribute	Writes a contact attribute, e.g. the latest NPS score.
Pass to workflow	Continues in another survey automation.

Anonymous responses have no contact: steps that need one (ticket, email, contact attribute) are skipped and the reason shows in Runs.

Variables

Variable	Value
`{{survey.name}}`, `{{survey.id}}`	Survey name and SDK id
`{{response.answers.<key>}}`	One answer as text (choice labels, Yes / No) — `<key>` is the question’s answer key
`{{response.nps}}`, `{{response.npsGroup}}`	NPS score and `detractor` / `passive` / `promoter`
`{{response.text}}`	All answers as “Question: answer” lines
`{{response.link}}`	The response in the dashboard
`{{response.id}}`, `{{response.channel}}`, `{{response.language}}`, `{{response.fields.<key>}}`, `{{response.durationSeconds}}`	Response details and hidden fields
`{{contact.name}}`, `{{contact.email}}`, `{{contact.userId}}`, `{{contact.plan}}`, `{{contact.customData.<key>}}`	The respondent (`{{session.*}}` works too)

Limits

Runs start from a queue a few seconds after completion, never in the respondent’s request.
Up to 600 responses per project and minute start automations; more wait and start a minute later.
Up to 10 survey automations run per response.

Automations that used survey tickets

Before Surveys 2.0 every response created a ticket of type Survey. Here is what happens to each kind of automation that reacted to those tickets:

Before	Now
Webhook on `ticket.created` filtered to the Survey type, or without a type filter	Keeps receiving a ticket-shaped `ticket.created` payload for every completed response until January 5, 2027: `formData` keyed by the old question names (migrated surveys) or answer keys, choices as their label text, `session` with the same contact fields as before, plus `surveyResponse` (the response id). Move to `survey.response.completed` before then.
Slack, Discord, email and webhook integrations with the Survey type on “new item”	Keep posting one message per completed response, with the answers and a link to the response.
Zapier with the Survey type	Keeps receiving one call per completed response: the new `{ event, data }` payload, with the old ticket fields at the top level until January 5, 2027.
Jira, Linear, Asana, ClickUp, GitHub, Trello and the other integrations with the Survey type	Keep creating one issue per completed response until January 5, 2027, with the same integration settings (type filter, on/off, board, issue type). The issue is titled “Survey response: <survey name>” and lists the answers (choice labels, keyed like before), the contact and a link to the response; the response shows a link to the issue. After that date, use a survey automation with a Custom API action, or Zapier.
Workflows on “On ticket created” with the Survey type	Never ran for survey tickets. Use a survey automation.
REST pollers on `GET /v3/engagement/surveys/{id}/responses`	Keep working with the old response shape. Pollers that read survey tickets from the ticket endpoints see no new responses — use the survey responses endpoint.

Get Started

SDKs

Kai Code

Surveys

Server-side event tracking

Guides

Survey automations