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Survey Templates: Customize your Survey with the Conversation Builder

Jomar
Updated

This article explains the survey Conversation Builder. For more info the survey email set up see Survey Template: Design Your Email on the "Survey Start" Page?

⚠️ Common Error Messages & Troubleshooting

Introduction

The Conversation Builder is AskNicely’s advanced, logic-based survey editor that allows you to create personalized, interactive survey experiences. It enables you to ask questions dynamically based on contact data or prior responses, giving your surveys a conversational, chat-style flow.

Use it to:

  • Personalize questions based on contact data or prior answers

  • Present surveys in a chat-style interface

  • Ask NPS, CSAT, CES, multiple-choice, and open-ended questions

Video Tutorial

Step-by-Step Instructions

✅ Getting Started with the Conversation Builder

  1. Navigate to your Survey Template

  2. Click “Customize” or access the Conversation Builder from the Survey Start page

  3. Familiarize yourself with the four key components:

    • Avatar (Character)

    • Cards (Questions and Messages)

    • Groups (Logical Branches)

    • Logic (Conditional Flows)

👤 Choose Your Avatar ("Character")

To match your brand, click on the default avatar image (e.g., the pink lady character) to:

  • Choose from available avatars

  • Or upload a custom image (e.g., a team member’s face or logo)

🃏 Cards – Building Blocks of the Conversation

Cards represent all elements shown to the respondent: questions, messages, or logical jumps.

To create a new Card:

  • Click + New Question

Card Types Include:

  • Open Questions – Free-text responses

  • List/Multiple Choice – Single or multi-select options

  • Scorecards – NPS/CSAT/CES (configured in the Scorecard app)

  • Contact Lookup - for use with Survey Links

Screenshot 2025-04-09 at 2.18.56 PM.png

🔔 Open Questions require a corresponding long-text field if syncing with Salesforce.

🗂️ Groups – Organize the Flow

Groups help you organize Cards into sections. You can jump between Groups using logic.

To create a Group:

  • Click + New Group

Use Groups to branch conversations based on:

  • Response type (e.g., Promoter vs. Detractor)

  • Contact data (e.g., Segment, Location)

🔀 Logic – Customize Based on Contact Data or Answers

Add logic by clicking “Add Logic” on a Card. Use logic to:

  • Show/hide follow-up questions based on NPS score

  • Display different messages for different Segments or Locations

  • Route respondents to different Groups based on answers

🧠 If no logic and no default is set, the Card will be skipped.

⚠️ Custom Logic is not available on List questions with multi-select enabled.

🧩 Options (Legacy Feature for List Questions)

List questions let you:

  • Define pre-set answers (e.g., CSAT 1–5)

  • Use logic to jump to another group when a specific option is selected

To add or edit Options:

  • Click Add Option, or edit/delete existing ones

Use branching logic here to dig deeper based on specific selections.

🧭 Navigating the Conversation Builder (The Four Corners)

Corner Function
Upper Left Branch Names – Select which branch to view
Upper Right Preview the survey live using a test contact and simulate different paths
Lower Right Save – Save frequently, especially before Previewing
Lower Left Options – Copy/paste Conversation JSON (used for support or reset)

🔁 To reset everything, click “Reset to default version” to clear all customizations

⏳ Survey Expiry

Want to limit the window in which a contact can respond?

  1. Scroll to the bottom of the Survey Builder

  2. Check the box for “Survey Expire”

  3. Set:

    • Expiration period

    • Custom expiration message shown to expired contacts

⚠️ Common Error Messages & Troubleshooting

Missing “comment” Question

AskNicely requires an Open Question with the question key set to comment.

Fix:

  • Create an Open Question and name its key comment, or

  • Edit an existing Open Question and rename the key to comment

⚠️ Changing the question key may split historical data between the old and new key

General Validation Error

Usually caused by:

  • Blank logic fields

  • Deleted List Question options that were referenced in logic

  • Missing or deleted Custom Data Fields

To resolve:

  • Review logic for each card

  • Check custom data references

  • Ensure all referenced fields and values exist

✅ All Set? Let’s Build!

You’re ready to start crafting your custom Conversations. Don’t forget:

  • Use the Preview tool to simulate real responses

  • Enable Record Real Test Response to trigger Workflows and view results on the Dashboard

  • Save often!

FAQs & Common Issues

  • Q: Can I use Conversation logic based on contact data like Location or Segment?
    A: Yes! You can customize Cards based on any data field tied to the contact.

  • Q: Why is my card being skipped?
    A: It likely has logic that doesn’t match the contact, and no default path is set.

  • Q: Can I preview a real survey experience?
    A: Yes. Use Preview > Record Real Test Response to simulate the full Workflow.

  • Q: What happens if I reset to default?
    A: All customizations are erased, and the template returns to its original state.

Next Steps & Related Articles

Video Tutorial

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Need Help?

Click the question mark icon in the bottom-right corner of the platform or reach out to your Customer Success Manager. We're here to help you build smarter surveys!

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