The Trigger Survey Distribution action node enables workflows to automatically send out surveys when specific conditions are met. It offers two modes:

• Native channel distribution: Distribute surveys through Email, WhatsApp, or SMS by utilizing a pre-set trigger-based method for the chosen channel.

• Personalized Link generation: Generate a unique personalized survey link per execution and save it into a workflow variable for use in downstream nodes such as an API node (to hit an external SMS vendor), Update Properties (to persist on a case, profile, or transaction), or any node that supports variable substitution.

This automation ensures feedback is collected precisely at the right moments, whether Sprinklr owns the delivery channel or not.

Business Use Cases

• Trigger surveys at the right moment: Automatically distribute surveys immediately after key customer interactions or business events, such as case updates, transactions, CRM activities, or API-triggered workflows, to capture timely and relevant feedback.

• Extend survey reach across external systems: Generate a unique survey link and seamlessly share it through your SMS provider, internal applications, APIs, or partner platforms, allowing customers to access and complete surveys through their preferred channels.

• Support agent-assisted and interview-based surveys: Enable agents to conduct surveys on behalf of customers by using a dedicated survey link tied to a specific case, customer profile, or transaction, ensuring accurate response tracking and a personalized feedback experience.

Key Value Additions

• Trigger surveys at the right moment with automated workflows: Eliminate manual survey distribution by triggering surveys automatically based on predefined workflow conditions. Whether a customer case is updated, a transaction is completed, a CRM event occurs, or an API call is received, surveys can be sent precisely when customer engagement is highest, helping you capture more timely and relevant feedback.

• Distribute surveys through any channel or external system: Personalized Link mode provides complete flexibility in how surveys are delivered. Generated survey links can be distributed through native Sprinklr channels or seamlessly integrated with external SMS providers, partner platforms, customer applications, internal systems, and APIs. This channel-agnostic approach allows you to extend your feedback programs across every touchpoint in the customer journey.

• Leverage survey links across your workflow ecosystem: The generated personalized survey link becomes a reusable runtime variable within the workflow. It can be passed across API nodes, status updates, notification flows, and any variable-substitution node, enabling more dynamic automation scenarios and reducing the need for manual configuration or custom integrations.

• Maintain complete distribution visibility and traceability: Every survey distributed through workflow-based triggers is automatically tracked in Distribution Reports. This provides end-to-end visibility into survey delivery and performance, including key identifiers such as Profile ID, Transaction ID, and Source Type, making it easier to audit distributions, troubleshoot issues, and analyze feedback collection across channels and business processes.

Prerequisites

To use the Trigger Survey Distribution node, you must first configure a survey distribution under Distributions. Supported distribution types include trigger-based Email, WhatsApp, SMS, and Trigger-Based Personalized Link distributions.

Availability

• Accessible in all CFM workflows, except those started by the Survey Response event.

• Can be positioned anywhere within the workflow to automatically initiate survey distribution based on business logic or customer interactions.

• Found under the Communication category (formerly part of Journey Process).

Requirements

• Before configuring the Trigger Survey Distribution node, ensure the following prerequisites are met:

  • A trigger-based survey distribution must already exist for the channel you intend to use. Supported distribution types include Email, WhatsApp, SMS, and Personalized Link distributions.

  • Node Name is required and must be unique within the workflow. The node name serves as a unique identifier, allowing downstream workflow nodes to reference the specific survey distribution and its associated outputs.

  • Supported channels

    • Email

    • WhatsApp

    • SMS

    • Personalized Link

Setting it up

When configuring the Trigger Survey Distribution action node, define the following:

1. Name: Please provide a distinct name for the action node. This is required and should not replicate any other Trigger Survey Distribution node within the workflow. This name will be displayed on the workflow canvas and serves as the identifier utilized by subsequent nodes (like the Survey Distribution Status node) to refer to this distribution.

2. Channel: Choose the delivery mode based on your use case.

   Channel	Behaviour
   Email	Distributes the survey via a pre-configured trigger-based Email distribution (standard or conversational)
   WhatsApp	Distributes via a pre-configured trigger-based WhatsApp distribution (standard or conversational)
   SMS	Distributes via a pre-configured trigger-based SMS distribution
   Personalized Link	Generates a unique survey link per execution and stores it in a workflow variable — no message is sent by Sprinklr; delivery is handled downstream (e.g., API node)

3. Distribution: Based on the selected channel, choose the pre-configured trigger-based distribution. This distribution must be created in advance under Distributions.

4. Journey Progression (Email / WhatsApp / SMS only)

   This setting controls how the workflow progresses after the survey is triggered. You have two options:

   1. Default Journey: The workflow continues immediately after the distribution is triggered, any actions and conditions added downstream execute right away.

   2. Pause Until Survey Ends: The workflow waits until the entire survey distribution journey is complete, including all reminders configured in the selected distribution.

      1. If the recipient responds before the final reminder, the journey resumes right then.

      2. Otherwise, it resumes after the final reminder is sent.

5. Output Variable Name (Personalized Link only)

   • Enter a variable name (e.g., survey_link). The generated personalized link — shortened if applicable — will be stored in this workflow runtime variable.

   • The system makes this variable available in the workflow resource selector for every subsequent node.

   • (Optional) Opt-out Link Variable, store the unsubscribe URL as a separate variable (e.g., optout_link) for inclusion in outbound payloads.

6. Select Profile or Transaction (Salesforce/Zendesk Events Only)

   If this action is part of a Salesforce Outbound Message event or Zendesk Event workflow, you'll also need to select the profile or transaction variable that the survey distribution will use.

   1. These variables must be created upstream in the workflow using the Create Record node.

   2. This step is not required for workflows triggered via the CFM Workflow API event, since the profile is created directly from the API payload.

   3. When selecting a variable:

      1. Profile: Only profile-related data (profile standard and custom fields, as mapped) will be available for reporting and placeholders.

      2. Transaction: All transaction fields, and profile fields as mapped, will be available for reporting and personalization.

How to use it?

To use the Trigger Survey Distribution action node, follow these steps as part of your workflow setup.

1. Build Your Workflow

   • Create a new workflow and configure the necessary conditions and actions based on your use case.

   • Add one or multiple Trigger Survey Distribution nodes at appropriate stages in your journey.

2. Set Up the Prerequisite: Create a Profile (and Transaction, if needed)

   • A profile is mandatory for the Trigger Survey Distribution to work.

   • If you're using the CFM Workflow API event, you do not need to create a profile within the workflow — it is automatically created from the API payload.

   • For Salesforce Outbound Message or Zendesk Event workflows, use the Create Record node to create the profile before the Trigger Survey Distribution node.

   • The profile must include:

     • A valid social_network_user_id (email address or phone number).

     • The social_network correctly defined as EMAIL, SMS, or WHATSAPP_BUSINESS to match the distribution channel.

3. Include a Transaction (Optional)

   • If your survey distribution is linked to a transaction, create the corresponding transaction record upstream in the workflow.

   • This is particularly important if your distribution uses transaction fields for personalization or reporting.

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For Personalized Link Generation

1. Configure the node with Channel = Personalized Link and set the Output Variable Name (e.g., survey_link)

2. Use the resulting variable downstream:

   1. API Node: Insert {{survey_link}} in the request body, headers, or query params to call your external SMS/vendor API. The system resolves the variable at runtime and sends the actual personalized link value in the outbound request.

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   2. Update Properties / Update Case Node: Persist the link to a profile, transaction, or case custom field (e.g., for agent-led interview flows).

   3. Send Message Node: Use the variable as a placeholder in native templates.

   4. Distribution Status Node: Branch the workflow based on invite or response status of this distribution.

3. Every generated link is captured in the Distribution Report with Profile ID, Transaction ID, and Source Type.

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Delivery Considerations

The Trigger Survey Distribution node may fail to deliver your survey message in certain scenarios:

• If a quarantine rule is enabled that restricts delivery to a particular profile after reaching a survey threshold.

• If the customer has previously opted out by clicking the unsubscribe link.

FAQs