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CSAT by SMS after a ticket closes: the survey link sent to the associated contact, opted-in only

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket12 stepsUpdated for HubSpot seat pricing
OutcomeOne hour after a ticket closes, the associated contact gets an SMS with a link to the satisfaction survey when SMS is allowed, and the ticket is handed to the email survey when it is not.
Workflow mapmessaging-021
Ticket status becomes Closed leads to Delay 1 hour. Delay 1 hour leads to Ticket still closed. Ticket still closed leads to No: End; Yes: Associated contact has SMS opt-in and marketing status and US number. Associated contact has SMS opt-in and marketing status and US number leads to Yes: Send SMS with survey link to associated contact; No: Set channel to email. Send SMS with survey link to associated contact leads to After 3 days fall back to email if no response. No Yes Yes No Ticket status becomes Closed Delay 1 hour Ticket still closed End Associated contact has SMS opt-in and marketing status and US number Send SMS with survey link to associated contact Set channel to email After 3 days fall back to email if no response
Ticket status becomes Closed leads to Delay 1 hour. Delay 1 hour leads to Ticket still closed. Ticket still closed leads to No: End; Yes: Associated contact has SMS opt-in and marketing status and US number. Associated contact has SMS opt-in and marketing status and US number leads to Yes: Send SMS with survey link to associated contact; No: Set channel to email. Send SMS with survey link to associated contact leads to After 3 days fall back to email if no response. No Yes Yes No Ticket status becomes Closed Delay 1 hour Ticket still closed End Associated contact has SMS opt-in and marketing status and US number Send SMS with survey link to associated contact Set channel to email After 3 days fall back to email if no response

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it when email survey response rates are low and your customers handle support on their phone.
  • Use it together with the email survey in tickets-sla-004. This spec decides the channel, so a customer gets one survey, not two.
Read more on when to use itShow less

Skip it

  • Do not use it for numbers outside the US. Native Marketing SMS only reaches US numbers that start with +1 and contain 11 digits. For other countries, replace the send with the app action in messaging-018.
  • Do not expect a score by reply. There is no documented trigger on an SMS reply and no reply parsing. The SMS carries a link, and the score is given on the survey page.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 9 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 12 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 7

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 5 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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One-time, excl. VAT. 30-day refund. Installs in 3 portals. Founding price until 30 November.

Read the free SMS and WhatsApp spec

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More in SMS and WhatsApp

25 specs in this section

See all 25 This category, 39 EUR
FreeAppointment reminder by SMS 24 hours before a booked meeting, opted-in contacts onlyContact10 steps SMS outside the US or without the add-on: an app action (Aircall, Sakari, Salesmsg, Dialpad) in place of Send SMS messageContact12 steps Capture SMS consent from a form checkbox into the SMS subscription type with a legal basisContact8 steps Frequency cap: stamp the last SMS and last WhatsApp sent on the contact and block a second send within seven daysContact11 steps

Read 12 complete specs before you pay.

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