Conversational surveys are designed for quick back-and-forth interaction via SMS to get in-the-moment insight.

The survey builder allows you to specify the questions that make up a survey. You can also specify pathing and conditional visibility. When you’re ready, you can test the survey flow on your own mobile device.

See Designing a Survey for more tips on survey strategy and description of question types.

To create a conversational survey:

1. From the platform, click Surveys > All Surveys.
2. Click Create a Survey.
3. Under the Conversational (Beta) tab, click Blank Survey > Create.
   

   You can also choose to start from a pre-built template if available.

4. Set the Survey Name (e.g., “Your Initials – Conversational”).
5. Click inside the Rating question to show the properties.
   
6. Enter optional responses for positive, neutral, and negative ratings. These responses will conditionally be pre-appended to the next response element in the survey:
   • Positive: We’re so glad you had a great experience!
   • Neutral: We regret to see that your recent experience was anything less than exceptional.
   • Negative: We are disappointed to hear that your experience was not positive.
7. Click Done to close the question properties.
8. Below the rating question, click Add a Question > Comment.
9. Click inside the Comment question to expand the properties.
   
10. Change the question text to, “What can we do better on your next visit?”

    We’ll show this question immediately after the customer’s rating response. If you want to show different comment questions based on the value of the rating given, try clicking the […] ellipses and experimenting with conditional visibility!

11. Click Done to close the question properties.
12. Click inside the Heading question to change the verbiage to: “Thanks for your feedback.”
    
13. Click Add a Question > Review Sites.
14. Click inside the Review Sites question. Clear the Automatic Source Selection check box, and select Google and another review site. Click Done when finished.
    
15. At the top of the survey designer, click Settings.
    
16. Set the Survey Status to Active.
    
17. Click Save.
18. From the Requests tab (main menu), click Quick Request.
19. Click the Conversational Survey tab.
20. In the Location box, type the location you want to use for the request (e.g., “BDP – Uptown”).
21. Enter your name and phone number.
22. In the Template drop-down, choose the template designed for Conversational Surveys.

    There are no system templates for Conversational Survey, so one will need to be created for your account. Learn more about creating request templates.

23. In the Survey Template drop-down, choose the survey you just designed.
24. Click Send SMS.

    Click Test to view what the SMS will look like. Results are not saved, but you cannot interact with the message functionality. Click Send SMS to test the flow.

    

A text message appears, where you can experience the flow.

To view survey results:

1. Click Results from the All Surveys view.