Introduction
AskNicely integrates with Salesforce’s Process Builder/Flows to send surveys based on nearly any event in your Salesforce instance. Whether you're closing a case, onboarding a new client, or logging an interaction, this method gives you powerful flexibility for event-triggered survey sends.
This guide walks you through how to:
-
Use Email to Survey as a trigger
-
Set up Flows or Process Builder in Salesforce
-
Test and troubleshoot your setup
-
Optionally create follow-up tasks for low NPS scores
🔧 This process is ideal for complex use cases beyond basic Report-based integrations and should be built in partnership with your Salesforce Admin.
Step-by-Step Instructions
✅ Step 1: Generate Your AskNicely Email to Survey Address
-
In AskNicely, go to the App Store
-
Search for “Email to Survey”
-
Open the app and click Generate Email Address
-
Save this unique alphanumeric email address—you’ll use it as the destination in Salesforce
📝 Step 2: Build the Salesforce Email Template
-
In Salesforce Setup, navigate to:
-
Email > Email Templates
-
-
Create a New Template
-
Set the type to Text
-
Tick the box for Available for Use
- Name Template something descriptive
-
-
Set the subject to: "N/A"
-
In the Email Body, paste your Email to Survey format (see AskNicely’s Email to Survey Guide)
Required Fields (must be lowercase):
-
email
-
name
-
firstname
-
lastname
-
sfcontactid
-
sfaccountid
-
sfleadid
-
txn_sfcaseid
🧠 Include any other custom fields you want—just make sure they’re consistently named.
📩 To send responses back to the correct Salesforce record, the ContactID field must be included.
✉️ Step 3: Create the Email Alert in Salesforce
-
In Salesforce Setup, go to:
-
Process Automation > Flows > Workflow Actions > Email Alerts
-
-
Create a new Email Alert:
-
Give it a descriptive name
-
Select Case as the Object
-
Choose the Email Template created above
-
-
Skip Recipient Type & Recipients
-
In the Additional Emails section, paste your AskNicely Email to Survey address
🔄 Step 4: Build the Process in Salesforce Flow or Process Builder
⚠️ This step must be completed by a Salesforce Admin
-
Go to Process Builder or Flows
-
Click New to create a flow that starts when a record is created or edited
-
Select Case as the Object
-
Add criteria:
-
Name:
Case Closed
-
Condition: Case.Status Equals
Closed
-
Type: Picklist
-
Logic: All conditions must be met
-
-
Action:
-
Type: Email Alert
-
Use the Email Alert created in the previous step
-
-
Activate your Flow or Process
🧪 Testing & Troubleshooting
✔️ Test the Flow
-
Add your own email to the Additional Emails field in the Email Alert
-
Create or identify a test Contact using your email address
-
Create a test Case and associate it with your test Contact
-
Change the Case Status to Closed
-
Confirm:
-
You receive an email from Salesforce
-
The fields in the email match your expectations
-
(Optional) You receive an AskNicely survey if
triggeremail: true
was used
-
⚠️ Important for Testing:
-
triggeremail: true
will send the survey immediately (bypasses Global Contact Rules) -
Remove this argument when you go live
triggeremail: false
is not valid and may still send a survey
📋 Check AskNicely
-
Go to the Contacts page in AskNicely
-
Search for your test contact
-
Confirm:
-
The contact appears with correct custom fields
-
Data was passed as expected
-
-
Adjust the Email Body in Salesforce if fields are missing or incorrect
🧹 Before going live, delete all test data and remove your email from the Additional Emails list.
🔁 Optional: Create Follow-Up Tasks for Detractors
You can use Process Builder to trigger internal tasks when low NPS scores are received.
Steps:
-
Go to Process Builder > New Process
-
Set the trigger: When a Contact record is created or edited
-
Criteria:
-
NPS Last Responded
is changed = True -
NPS Score
less than or equal to 6
-
-
Action: Create a Task
-
Relate the Task to the Contact
-
Use the Contact ID in the "Related To" field
-
FAQs & Common Issues
-
Q: Can I use other Salesforce objects like Leads or Opportunities?
A: Yes—just adjust the object type in your Process setup and modify field names accordingly. -
Q: What if nothing appears in AskNicely after triggering the Flow?
A: Check:-
The AskNicely email address is correct
-
Required fields are included
-
Test contact is not blocked by Global Contact Rules
-
-
Q: Can I sync data back from AskNicely to Salesforce?
A: Yes—with proper setup, responses can be synced using ContactID fields and mapped accordingly.
In-Depth Examples with Video
Need Help?
Have a tricky flow or an advanced use case? Our team is happy to collaborate. Reach out via the chat icon in AskNicely or email us at support@asknice.ly.