Surveys
Ask on the number. Collect on a form.
An invitation SMS from the company 04, a hosted form the contact opens, results back in the portal. Automated sends respect quiet hours and a per-contact cooldown.
Builder
Build the invitation and the form on the company 04. The contact never sees the portal — they open a token link.
- Draft, live, or closed
- Tied to one service number
- Question types: single choice, multi choice, yes/no, rating, NPS, free text
- Invitation SMS plus a thanks message
- Hosted answers at a token link — the contact never sees the portal
When it goes out
Send from the surveys screen, from the inbox composer, or offer a live survey when a case closes. One open invitation per contact per survey.
- Send from the surveys screen or the inbox composer
- On case close, when a live survey is attached to that number
- One open invitation per contact per survey — a resend replaces the old link
Guardrails
Automated sends respect quiet hours and a per-contact cooldown so the number does not pester. A person clicking Send in the portal is allowed through.
- Quiet hours in the company timezone for automated sends (9pm–8am). A person sending from the portal is allowed through.
- Per-contact cooldown (default 30 days; operators can force a resend)
- Invitation expiry (default 7 days)
Results
Counts and completion live in the portal. Systems can take a completion webhook; people can get an optional email.
- Counts, completion rate, and per-question breakdown
- NPS scored in bands
- Optional email when someone finishes
- survey.completed webhook for systems
- Low-score alert threshold on rating/NPS
Notes
- The invitation is one SMS; the form is on the web, not a back-and-forth of reply keywords.
- Quiet hours apply to automated sends, not a person clicking Send.