Distribute Workflows

Distribute Workflows decide which survey each imported customer receives, through which channel, and when. Each workflow rule pairs a set of criteria (such as a segment or custom variable value) with an action (the survey, send option, template, and delivery timing).

You can find Distribute Workflows under Deploy > Distribute > Workflows. Each rule card shows the survey, send channel, and the number of transactions Imported and Responded for that rule. Expand a card to see its full sequence: the survey invite, any reminders, and quiet days.

1. Go to Deploy > Distribute > Workflows.
2. Click + Workflow rule.
3. Enter a Name for the rule.
4. Under Criteria, choose a field (Segment or Custom variable) and set its value.
5. Click + to add more conditions. Additional rows are joined with And.
6. Under Action, select the Survey to send.
7. Choose a Send option: Email, SMS, or Self deploy.
8. For Email or SMS, select a Template and a Delivery mode.
9. Click Save. The message "Workflow rule created successfully" confirms the rule was added.

• Segment – Matches customers whose segment is any of the segments you select. You can select more than one segment.
• Custom variable – Select a custom field (Custom1, Custom2, and so on) and enter the value it must match.

When a rule has more than one condition, the customer must meet all of them (And logic). To remove a condition, click the – icon next to it.

• Email – Sends the survey invitation by email using an Email template.
• SMS – Sends the survey invitation by text message using an SMS template.
• Self deploy – Assigns the survey to matching customers without sending a message. No template or timing is needed, so you can save the rule right away.

• Immediate delivery – Sends the invitation as soon as the customer is imported.
• Scheduled delivery – Sends the invitation a set number of days after a date. Enter the number of days in After and choose the reference date in days of: Import date or Transaction date.
• Custom date & time – Sends the invitation on a specific Date and Time you choose.

The Default rule at the bottom of the list handles customers who don't match any criteria. In the If no criteria matches dropdown, choose a survey to send, or choose Do nothing to skip those customers.

Rules appear as a list of cards, and each card has a drag handle on its left. Drag a card to change its position in the list. The Default rule always stays at the bottom and applies only when no other rule matches.

1. Click the rule's name on the Distribute Workflows screen. The rule's detail page opens.
2. On the Rules & configuration tab, review the Workflow configuration card. It shows the survey, template, send mode, and criteria.
3. To change the rule, click the ⋮ menu on the Workflow configuration card and select Edit.
4. To remove the rule, click the ⋮ menu and select Delete.
5. Click the back arrow next to the rule name to return to the Distribute Workflows list.

Reminders are sent to customers who haven't responded to the original invitation.

1. Open the workflow rule and go to the Rules & configuration tab.
2. In the Reminder rules section, click + Reminder.
3. Enter a Reminder name, for example "First follow-up".
4. Under How to send, choose a Send option (Email or SMS) and a Template.
5. Under When to send, enter the number of days after survey delivery, and choose a time in the At dropdown. Times are available in 30-minute steps.
6. Click Save.

Saved reminders appear in a table that shows the Rule name, Reminder timing, Time, and Templates. Use the pencil icon to edit a reminder, or the trash icon to delete it. You can add more than one reminder, for example "Reminder 1" after one day and "Reminder 2" after two days.

Quiet days pause sends on specific weekdays or dates. Paused sends go out on the next allowed day.

1. Open the workflow rule and scroll to the Quiet days section.
2. Set the toggle to Active.
3. Under Don't send on, click the weekdays you want to pause. Selected days are highlighted.
4. To pause specific dates, such as holidays, click + Add custom date. Enter a Name (for example, "Christmas Day") and pick a date range under Dates. The Total days column shows how many days the range covers.
5. Use + in the Actions column to add another date, or the trash icon to remove one.

Quiet days on a rule apply only to that rule. To set quiet days for the whole workspace, use Distribute > Settings.

• Invitations tab – Shows Transactions imported, Invites sent, and Scheduled transactions for the rule, followed by customer-level records.
• Analytics tab – Shows channel delivery activity for the rule.

Both tabs use the date range picker at the top right. Choose Last week, Last month, Last quarter, Last year, or Custom Range, then click Apply. By default, the range covers the last year.

• Give each rule a descriptive name that reflects its audience, such as "Enterprise – Post-purchase".
• Place your most specific rules at the top of the list and broader rules below them.
• Set the Default rule deliberately. Use Do nothing if unmatched customers shouldn't be surveyed.
• Use Scheduled delivery with Transaction date to time invitations from when the interaction happened, not from when the data was uploaded.
• Limit reminders to one or two to avoid survey fatigue.

Can one rule send through both Email and SMS?

No. Each rule has a single send option. To reach customers on both channels, create separate rules or use an SMS reminder on an Email rule.

Why don't I see templates or timing when I choose Self deploy?

Self deploy doesn't send a message, so templates and delivery timing don't apply.

Do reminders go to everyone?

No. Reminders go only to customers who haven't responded.

What does the Imported / Responded count on a rule card show?

Imported is the number of transactions the rule matched. Responded is how many of those customers completed the survey.

Can I change a rule after saving it?

Yes. Open the rule, click the ⋮ menu on the Workflow configuration card, and select Edit.