Survey automations

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

Settings → Apps → Webhooks

Your own backend, data warehouse

Integrations (Slack, Discord, Zapier, email, webhook integration)

Settings → Apps, action "on new item" with the Survey type

A notification per response in a channel

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

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.

{{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)

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.