In-app (web) surveys can be delivered to your web application users on a recurring basis (which you can learn more about here) or after an event was triggered in an external service, which we will cover in this article.
Configuring a transactional in-app survey consists of three steps:
Installing the in-app script in your web application;
Configuring the external event that will trigger the survey.
Create and adjust a transactional in-app campaign
Create a new campaign
On the Campaigns page, click the “Create new campaign” button and choose the main metric of the survey (NPS, CSAT, CES, etc. Learn more). Next, make sure to choose “In-app” as the survey channel and “Transactional” as the campaign type. You should shortly be redirected to the campaign’s builder.
Adjust the campaign’s settings
Within the campaign’s builder, you will see multiple sections that you can navigate through. The basic sections are Template, Audience, and Trigger. But make sure to check the other sections as well to adjust the campaign to your needs.
Template section
The first one is the “Template” section, where you have to assign the in-app survey template that will be delivered to your web app’s users. You can choose an existing template or create a new one.
Audience section
There are no options to be configured in the “Audience” section of the transactional in-app campaign. This is due to the fact that you decide who should receive the survey and filter your audience when you configure the survey’s trigger event in the external service.
So, the survey campaign will actually survey all contacts that will reach your campaign.
Trigger section
Survey trigger: In this section, choose the service that will trigger the in-app survey. This means that when an event is fired in the selected service, the contact will be surveyed in this campaign. Learn about all the support trigger services.
Survey time frame: By default, a contact will be able to see the in-app survey on any day and at any time of the day. However, if you want to deliver the survey on particular weekdays and within a narrower time range, you can choose the "Deliver within a specific time frame" option and adjust the settings. Learn more about the "Time frame" options.
Survey audience sampling: By default, the campaign will survey all contacts that have triggered the survey. However, if needed, you can choose to survey only a subset of your contacts, for example, deliver only 50% of the triggered surveys.
Survey delay: With the default settings, the in-app survey will be scheduled to be delivered as soon as the user logs into their account in your web application. But you can activate the delay option so that the surveys are scheduled to be delivered at a later date from the triggered event.
Survey throttle: This option helps you avoid over-surveying your contacts. You can also choose whether the throttling algorithm should take into account only the surveys that contacts receive in this campaign or all campaigns. Learn more about survey throttling.
Survey daily limit: If needed, you can limit the number of surveys the campaign will deliver per day. The surveys that were scheduled for today but did not fit the daily limit will be queued and delivered the next day (or the next available day).
Install the in-app script in your web application
If you've already installed the in-app script (maybe you already have a running regular in-app campaign in your account), then feel free to skip this chapter.
The in-app survey requires you to install the script in your web application. When a transactional in-app survey is triggered, the script will identify the users that are logged into your web application and have accessed the pages where the script is installed and will eventually display the survey and collect the response.
Configure the external event that will trigger the survey
The mechanism of the transactional in-app survey is very simple:
An event is triggered in an external service (Salesforce, Zendesk, Shopify, via API, etc.)
The in-app survey is scheduled to be delivered and added to the Queue.
The next time the contact (who is related to the triggered event) accesses their account in your web application, and if they match the survey's schedule settings (delay, time frame, throttle, etc.) they will see the survey.
So, one of the most important parts of the transactional in-app survey is to configure the external trigger event. Each service will have its own trigger automation options. Check our list of tutorials for each external service that we're supporting.
Once you've finished the setup, all that's left to do is to switch your campaign ON.