Survey Management Guide
Create and manage surveys to collect feedback from your audience
The Survey Management feature allows you to create, distribute, and manage surveys through your AI assistants via WhatsApp. Collect valuable feedback, measure satisfaction, and gather insights from your audience with an intuitive survey builder and comprehensive response tracking.
Survey Management Dashboard
The Survey Management page provides a comprehensive overview of all your surveys, their status, and response metrics. At the top of the page, you'll find three key statistics that give you an instant snapshot of your survey operations:
Total Surveys
The cumulative number of surveys you've created across all assistants. This includes active, draft, and completed surveys, giving you a complete view of your survey activity.
Active Surveys
The number of surveys currently collecting responses. These are live surveys that recipients can access and complete. This metric helps you track your ongoing feedback collection efforts.
Total Responses
The aggregate count of all responses received across all your surveys. This metric helps you measure overall engagement and the success of your feedback collection initiatives.
Creating a New Survey
Click the "+ Create Survey" button in the top-right corner to start building a new survey. The survey creation interface is divided into two main sections: Basic Information and Questions.
Basic Information
Configure the essential details and settings for your survey:
Assistant *
Description: Select which AI assistant will send this survey via WhatsApp.
How to use: Click the dropdown menu and choose from your available assistants. The selected assistant will be responsible for distributing the survey to recipients through WhatsApp conversations.
Survey Name *
Description: Enter an internal name for your survey for easy identification.
Example: "Customer Satisfaction Q4 2024" or "Post-Event Feedback Survey"
Description
Description: Provide a brief description of the survey's purpose (optional, up to 500 characters).
Purpose: This helps you and your team understand the survey's goals. This description is for internal use only and won't be shown to survey recipients.
Header Image
Description: Upload an image to display at the top of your survey (optional).
Recommended dimensions: 300×500 PNG or JPG up to 5MB
Best practices: Use your brand logo, event photo, or a relevant visual that sets the context for your survey. This adds a professional touch and helps recipients immediately recognize the survey source.
Initial Message
Description: Enter a welcome message that appears before the first question (up to 1000 characters).
Example: "Thank you for staying with us! We'd love to hear about your experience. This survey will only take 2 minutes to complete."
Purpose: Set expectations, provide context, and encourage participation. A friendly, clear message improves response rates.
Start Date & End Date
Description: Set the active period for your survey using the date pickers.
How it works: The survey will only accept responses during this date range. Before the start date, the survey will be scheduled. After the end date, it will automatically close and no longer accept responses.
Time Zone
Description: Select the timezone for your survey schedule.
Important: Choose the timezone where your primary audience is located to ensure surveys are sent at appropriate times.
End Time
Description: Specify the exact time on the end date when the survey should close.
Example: Set to 11:59 PM to keep the survey open until the end of the day.
Language *
Description: Select the language for your survey questions and interface elements.
How to use: Choose from the available languages. Ensure your questions and messages are written in the selected language for consistency.
Survey Preview
On the right side of the screen, you'll see a real-time preview of how your survey will appear to recipients in WhatsApp. The preview shows:
- Survey Bot name and online status indicator
- Survey Title at the top of the message
- Question progress (e.g., "Question 1 of 1")
- Question text and input field with placeholder
- Submit Survey button for final submission
- Message input field at the bottom
The preview updates in real-time as you build your survey, allowing you to see exactly how recipients will experience it.
Creating Survey Questions
The Questions section allows you to add and configure survey questions. You can add up to 20 questions per survey. Click "+ Add Question" to create a new question.
Question Configuration
Each question can be configured with the following settings:
Question Type
Description: Select the type of response you want to collect.
Available types:
- Short Text: Single-line text input for brief responses
- Long Text: Multi-line text area for detailed feedback
- Multiple Choice: Select one option from a list
- Checkboxes: Select multiple options
- Rating Scale: Numeric or star rating
Question Text
Description: Enter the question you want to ask.
Examples:
- "How would you rate your overall experience?"
- "What did you enjoy most about your stay?"
- "How likely are you to recommend us to a friend?"
Best practices: Keep questions clear, concise, and focused on one topic. Avoid leading or biased language.
Placeholder (Optional)
Description: Add placeholder text that appears in the input field to guide responses.
Example: "Type your answer here..." or "e.g., 500"
Max Length (Optional)
Description: Set a maximum character limit for text responses.
Example: Enter "500" to limit responses to 500 characters. This is useful for ensuring concise feedback and managing response data.
Required Toggle
Description: Toggle this switch to make a question mandatory.
How it works: When enabled, recipients cannot submit the survey without answering this question. Use this for critical feedback questions, but be mindful that too many required questions may reduce completion rates.
Question Management
Reorder questions: Click and drag the handle icon (≡) on the left of each question to reorder them.
Delete questions: Click the trash icon to remove a question from your survey.
Click "+ Add Another Question" at the bottom to add additional questions to your survey.
Survey Actions
When you're done configuring your survey, you have three options:
Cancel
Discard all changes and return to the Survey Management page without saving. Use this if you want to start over or no longer need this survey.
Save as Draft
Save your survey progress without activating it. Drafts can be edited and completed later. This is useful when you need more time to refine questions or aren't ready to launch yet.
Create Survey
Finalize and activate your survey. Once created, the survey will become active during the specified date range and can be sent to recipients by your selected assistant.
Managing Surveys
Survey List View
The main Survey Management page displays all your surveys in a comprehensive table with the following columns:
Name
The survey name you assigned during creation. Click on a survey name to edit its details.
Assistant
Shows which AI assistant is assigned to distribute this survey. This helps you quickly identify which assistant handles which survey.
Status
Indicates the current state of the survey:
- Draft: Survey is saved but not active
- Active: Currently collecting responses
- Scheduled: Set to start at a future date
- Completed: End date has passed
Language
The language used for the survey questions and interface.
Questions
The total number of questions in the survey. This gives you a quick overview of survey length.
Recipients
The number of users who have received the survey link or invitation.
Responses
The number of completed survey submissions. Compare this with Recipients to calculate your response rate.
Start Date & End Date
Shows the active period for the survey. This helps you track which surveys are currently running and when they'll close.
Filtering and Searching
Use the powerful filtering tools to quickly find specific surveys:
Search Bar
Enter keywords to search surveys by name. This is the fastest way to locate a specific survey when you have many active surveys.
All Assistants Filter
Filter surveys by the assistant assigned to them. Select a specific assistant to see only their surveys, or choose "All Assistants" to see everything.
All Status Filter
Filter by survey status (Draft, Active, Scheduled, Completed). This helps you focus on surveys that need attention or review results from completed surveys.
All Languages Filter
Filter surveys by language. Useful when managing multilingual surveys across different audience segments.
Viewing Survey Responses
Click the "Check Responses" button to view detailed response data for your surveys. The responses page will show:
- Individual responses with timestamps
- Response completion rates
- Answer summaries and analytics for each question
- Export options for further analysis
Best Practices for Survey Management
- Keep it Short: Limit surveys to 5-10 questions for better completion rates. Long surveys lead to abandonment.
- Use Clear Language: Write simple, unambiguous questions that everyone can understand regardless of background.
- Strategic Timing: Send surveys when the experience is fresh in recipients' minds (e.g., immediately after checkout or within 24 hours of an event).
- Mobile-First Design: Remember that surveys are delivered via WhatsApp on mobile devices. Keep questions concise and avoid complex formatting.
- Mix Question Types: Use a variety of question types to keep surveys engaging and collect both quantitative and qualitative data.
- Limit Required Questions: Only mark truly essential questions as required. Too many mandatory questions can frustrate respondents.
- Test Before Launch: Use the preview to test your survey flow and ensure all questions make sense in sequence.
- Set Realistic Dates: Give yourself enough time to collect meaningful responses. A 7-14 day window is typically effective.
- Monitor Response Rates: Check your Recipients vs. Responses ratio regularly. Low response rates may indicate survey fatigue or poor timing.
- Follow Up Appropriately: Use broadcast messages to send gentle reminders to non-respondents, but avoid over-messaging.
- Analyze and Act: Regularly review responses and act on feedback. Share results with your team and implement improvements based on insights.
- Respect Privacy: Be transparent about how you'll use survey data and ensure responses are handled according to privacy regulations.
Tips for Higher Response Rates
💡 Tip: Personalize your initial message with the recipient's name or reference their specific experience (e.g., "Thank you for attending [Event Name]").
💡 Tip: Offer an incentive for completion, such as entry into a prize draw, a discount code, or early access to new features.
💡 Tip: Show progress throughout the survey (e.g., "Question 3 of 5") so respondents know how much time is required.
💡 Tip: Send surveys at optimal times. Avoid early mornings, late nights, or busy periods when your audience is unlikely to engage.
💡 Tip: A/B test different survey approaches with small segments before launching to your entire audience.
Troubleshooting Common Issues
Low Response Rates
Possible causes:
- Survey is too long or complex
- Poor timing of survey distribution
- Initial message isn't compelling enough
- Recipients don't see the value in providing feedback
Solutions: Shorten your survey, improve your initial message, offer incentives, and send at better times.
Survey Not Appearing for Recipients
Possible causes:
- Survey status is still "Draft" instead of "Active"
- Current date is outside the survey's start/end date range
- Assistant is not properly configured
Solutions: Check survey status, verify dates are correct, and confirm assistant settings.
Incomplete Survey Responses
Possible causes:
- Too many questions causing survey fatigue
- Questions are confusing or unclear
- Technical issues during submission
Solutions: Reduce question count, simplify language, and test the survey thoroughly before launch.
Summary
Survey Management is a powerful tool for collecting valuable feedback directly through WhatsApp conversations with your AI assistants. By creating well-designed surveys, timing them appropriately, and actively monitoring responses, you can gain actionable insights into customer satisfaction, event success, and service quality. Use the comprehensive filtering and analytics tools to track performance, identify trends, and continuously improve your offerings based on real feedback from your audience.
Remember that successful surveys balance comprehensive data collection with respect for your audience's time. Keep surveys focused, questions clear, and always act on the feedback you receive to demonstrate that you value your audience's input.