Send clients a survey when a case reaches a stage

A satisfaction survey asks each client one question: how likely they are to recommend your firm, from 0 to 10. You choose the stageStage A step a case moves through, such as Intake or Demand sent, which the firm names and describes and which shows on the case page. that sends it, such as Resolved, and the morning after a case moves into it, each client on the case gets the survey. A score of 0 to 6 alerts your team.

1. 1

   Open the Survey tab

   Go to Automation and choose the Survey tab. Only an Admin can change it: a Manager sees it locked, marked View only.

2. 2

   Add a trigger stage

   Choose NEW. In Add Trigger Stage, choose the Stage and the case typeCase type A category for cases, such as general, used to aim automations at the right cases. under Case type, which starts at All case types, and choose Save.

   Each case type has one trigger stage, and a case type's own replaces the All case types one. With Resolved for all case types and Litigation for one type, cases of that type send the survey at Litigation only.

3. 3

   Set links and wording

   Under Links, add your Review link, shown to clients who score 9 or 10, and your Refer-a-friend link, shown to those who score 7 or 8. Leave one blank and its button isn't shown.

   Under Wording, leave a box blank to send ours, translated into each client's language, or write your own, which is sent exactly as written in every language. Choose Save.

4. 4

   Turn surveys on

   Choose the switch beside Surveys off. It now reads Surveys on.

What happens next

At 10:00 AM in your hub's time zone, the day after a case moves into its trigger stage, the primary client and any guardian on the case get the survey. It comes in your firm's name, by email and by text, to each confirmed email address and phone number they have. The email has a button for each score, and the text has a link. Both open a page with your firm's name and logo, in the client's language.

The client taps a score and then sees its follow-up. A 9 or 10 gets your thanks and your review link. A 7 or 8 gets your thanks, a box for words you may share if they agree, and your referral link. A 0 to 6 gets your apology and a box to say what went wrong. They can change their answer for 30 days after the survey is sent; then the link closes.

Each client gets one survey per case. It goes when a case moves into the trigger stage, wherever the stage changes, even if the case is closed. Nothing goes when a case is created at the stage, saved again at it, or moves into it again later, or while surveys are off. A survey that hasn't gone yet is dropped if you turn surveys off or the client leaves the case before 10:00 AM. Clients without a confirmed email address or phone number get nothing. Clients can't turn the survey off themselves; to stop it, turn surveys off. Adding a trigger stage or turning surveys on doesn't survey cases already at the stage.

When a client scores 0 to 6, your staff on the case and every Admin and Manager are alerted by email, text and the bell, about ten minutes later, so the alert carries the comment the client wrote after the score. If the client raises the score to 7 or more in that time, no alert goes. A client who scored 7 or more and later changes it to 0 to 6 sets off one more alert.

Staff on the case see each client's survey, score and words on the case's Surveys tab in the LobbyLobby The home screen of the portal, showing your cases, announcements, inquiries and the firm's office locations.; clients don't. Admins and Managers see every answer in Home › Surveys, and the firm's score by month on the dashboard's Client NPS card. NPS is the share of 9s and 10s minus the share of 0 to 6.

To move a trigger stage to another stage, choose Edit on its row; to change its case type, choose Remove and add a new one. Turn off and clear settings stops the surveys and clears the links and wording, and keeps the trigger stages.

If something goes wrong

• "Add a trigger stage first." Surveys can't be on without a trigger stage. Add one, then turn them on.
• "Resolved is the only trigger stage." While surveys are on, the last trigger stage can't be removed. Add another stage first, or turn surveys off.
• "Enter a full link that starts with https://" A link must be a full web address, such as https://example.com/review.
• "Every case type already has a trigger stage. Edit one of them instead." Change the stage of an existing row with Edit.
• A stage can't be deleted. A stage that's a trigger stage can't be deleted in Set up your case stages. Move the trigger stage with Edit, or remove it, first.