Trigger a survey to send automatically

Trigger a survey to send in your product automatically using rules.

Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated over a week ago

Once you’ve designed your survey, you can trigger it to send automatically based on rules you set up, or share it as a link in and outside of your product.

Trigger a survey to send automatically

From the Surveys’ composer, click “Trigger your survey automatically with rules” to get started.


You can set a rule for when to send your survey based on an event or date based rule by clicking “Add event or date rule” and selecting the relevant event or date.

For example, if you track an event called “Checkout completed”, you could set the rule to trigger a survey to customers to ask them more about their checkout experience.

You can also specify where to send your survey based on a page URL and/or time on page by clicking “Add page rule” and selecting the relevant filter.

For example, you can trigger your survey when a customer spends 60 seconds on a new feature page to find out what they think so far.


Another option is to use audience based rule targeting for triggering your survey. Add a filter by clicking “Add audience rule” and selecting the relevant customer data attribute. Also, select if you would like a dynamic or fixed audience.

Read this article if you want to learn more about using filters to select your target audience.

For example, you can set your audience to dynamic and add an audience rule of “First Seen” equals exactly “0” days ago to trigger an onboarding survey to all new customers.

For best practice, add an audience rule to prevent over surveying your customers. Simply use the "Last Survey received" attribute and specify how many days must pass since they received the last survey from you, before they can be sent this one.

If you share the Survey via a URL, the user does not need to match the audience rules to receive the Survey. Anyone with the URL will be able to complete the Survey.

You can target customers who have never received a survey by filtering by "Last Survey received is unknown".

Only surveys that are triggered automatically via rules will update the "Last Survey received" attribute. For example, if a customer receives a survey from you via a Shareable URL in an email, the last survey received attribute will not be updated.

Frequency and scheduling

If you use rules to trigger your survey, you can still trigger your survey to send at specific times or on a recurring basis, when those rules are matched.

To do this, click on “Frequency and scheduling.”

To set up a recurring message based on an event, select “Send every time the person matches the rules.” Add additional rules defining how many times a customer can receive the survey in a day and over their journey and what days and times it can be sent.

To send a survey to customers on a set cadence, select “Send based on a fixed schedule if the person matches the rules”.

Here’s some other ideas of recurring surveys you might find useful:

  • Send a recurring NPS survey every 90 days

  • Send a feedback survey every time a user triggers a purchase event

  • Send a research survey Monday to Friday between 9am and 5pm

If your survey is time-sensitive, you can also specify when your survey should start sending or stop sending here.

If you decide that you don’t want to trigger a survey via rules, go to “Trigger your survey automatically with rules” and select “Turn this off”. This will stop your survey from triggering with any rules and it will disable the frequency and scheduling.


If you're wanting to drive a certain action by sending this survey, you can add goals to help measure whether the desired action was taken.

Content prioritization and survey matching

If a customer matches the rules to more than one survey, they will receive the survey that was set live most recently first.

  • Tours/Carousels that match will take precedence over any Surveys

  • Surveys will take precedence over Banners

  • A Survey triggered from a shareable URL takes precedent over a matched Survey.

Tip: To preview how a survey will look and behave for customers, target yourself as the audience of the survey (e.g. by specifying your email address in the targeting rules). Or, create a shareable link and use this link to take the survey as many times as you want. Note that the survey stats will be impacted by these actions.


Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts

Did this answer your question?