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Send Surveys to Digital Engagement Channels by Using a Flow Action
Send survey invitations to a customer’s preferred digital engagement channel, such as SMS, WhatsApp, or Facebook, by using the Messaging Notification Flow action.
Required Editions
| Available in: both Salesforce Classic and Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions |
| Available with the Feedback Management - Starter and Feedback Management - Growth licenses |
| User Permissions Needed | |
|---|---|
| To open, edit, or create a flow in Flow Builder: | Manage Flow |
Before you use the Messaging Notification Flow action, create the required messaging channels and messaging templates.
Create a flow and add the required elements including the Messaging Notification action.
- From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
- Click New Flow.
- Select the type of flow, and click Create.
-
To add an action element, click
, and then under Interaction, select
Action.
- Enter Messaging Notification as the action.
- Enter a label for the action.
- Enter an API name for the action.
- If needed, enter a description for the action.
- Enter the developer name of the messaging channel that you want to send the survey invitation to.
- Enter the developer name of the messaging template that you created for sending the survey invitation.
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Turn on Survey Developer Name, and enter the developer name of an active survey.
Note A survey invitation is sent only when you enter the developer name of an active survey. -
Enter the other required values for the messaging channel.
Messaging Channel Required Values Facebook Recipient Record ID: Enter the ID of the survey recipient’s messaging end user record.
If the messaging end user has an associated contact and an associated account, the associated contact is considered as the survey participant.
SMS Recipient Phone Number: Enter the phone number of the survey recipient. This field is mandatory.
The recipient phone number is optional if the recipient record ID is a messaging end user ID.
Recipient Record ID: Enter the ID of a record related to the survey recipient, such as a contact ID or a person account ID. WhatsApp Recipient Record ID: Enter the ID of the survey recipient’s messaging end user record.
If the messaging end user has an associated contact and an associated account, the associated contact is considered as the survey participant.
- Click Done.
- Save and activate the flow.
An unauthenticated survey invitation link is sent to the recipient via the specified messaging channel.
A retail company wants to send a customer satisfaction survey to their customers each time the customers order a product. The company’s Salesforce admin creates a Record-Triggered Flow with the condition that the flow is triggered each time an order record is created. The admin then adds the Messaging Notification action, enters the details of the WhatsApp messaging channel, and saves and activates the flow.
A survey invitation is sent to the customer’s WhatsApp as soon as they order a product. The recipient record ID is the survey recipient’s messaging end user record ID that’s associated with the contact ID of the order record.
