Email

• To: Select a contact list. 
• From: Select an email account. 
• Survey link: Determined by whether a unique ID variable exists in the variable manager. 
  • Anonymous: No unique ID is set. Response tracking and reminder emails are disabled. 
  • Unique: A unique ID is appended to the survey URL, enabling response tracking and reminder emails. 
• Variable mapping: Choose what data is brought into the survey for each recipient. See Variable mapping below.

Note: Contact lists and email accounts referenced in To and From are pulled from the survey owner's account. Collaborators can view and change these selections; they'll see the name of each contact list and its recipient count, but not the contacts themselves.

• Subject: The subject line shown in the recipient's inbox.
• Preview text: The preview snippet shown after the subject line in the inbox.
• Message: The email body. Pre-populated with a button linked to open the survey, an unsubscribe link, and a script that inserts the mailing address associated with the selected From account. If no address is attached to the account, nothing is displayed in its place. Any of these can be removed or reinserted.

Send immediately or schedule for a later date and time. A scheduled email can be edited or unscheduled at any time before it sends. Click Unschedule to cancel the scheduled send and return the email to a draft.

Reminders are follow-up emails sent to respondents who haven't completed the survey. They're only available for emails with unique links, since completion tracking requires respondent-level tracking.

To create a reminder, hover over a sent email in the emails table, click the options menu (), and select Create reminder.

A copy of the original email is created with all fields editable. The To field is automatically set to the original list; you can choose to send to Not started (never opened the survey), Incomplete (started but didn't finish), or both. This filter is applied at send time — only respondents who still haven't completed the survey will receive it.

Reminders are nested under the original email in the table. You can create as many as needed.

A reminder is only sent to a respondent if all the following are true at send time:

• The original invite was successfully sent to the respondent.
• The survey still has the same unique ID variable it had when the original invite was sent.
• The respondent hasn't received a more recent invite to the same survey.
• The respondent meets the selected criteria (not started, incomplete, or both).

Survey links expire 90 days after the invitation is sent. If a respondent has opened the survey, their link remains active until the survey is closed. Each reminder sent to a respondent restarts the 90-day window.

To stop accepting responses before links expire, close the survey.

Once an email is in the sending state, it can be cancelled. Emails are delayed 30 seconds before any messages go out — a buffer to catch last-minute mistakes. After this window, cancellation is still possible, but some contacts may have already been reached.

Once the cancellation is processed, the email status will update to Draft or Cancelled (with a timestamp of the last message sent), and you'll receive a send report confirming which contacts received the message and which did not.

From there:

• If no emails were sent: Fix the email and resend.
• If some emails were sent: Two steps are needed to reach everyone on the list. For contacts who didn't receive the email, use the send report to create a new list and draft a separate email to them. For contacts who did, send a reminder to communicate any corrections.

Before sending to your contact list, you can send a test email to review how it will look. Click Send test and enter one or more addresses manually or select from the survey's collaborators.

If the message includes merge fields, values will be drawn from the first contact in the selected list.

Once an email is sent, several values are updated. These values require link tracking, so they are only available if the survey link included a unique ID in the variable manager.

• Recipients: The number of invitations sent.
• Not started: Respondents who have not opened the survey.
• Incomplete: Respondents who opened the survey but didn't finish.
• Complete: Respondents who completed the survey and reached a survey ending.

Email statuses are shown in the status column. For sent emails, a timestamp is included next to the status indicating the time it was sent.

• Draft: The email has been started but not sent or scheduled.
• Scheduled: The email has been scheduled to be sent at the listed time.
• Sending: The email is in the process of sending. Percent progress is shown.
• Sent: The email was sent to every recipient on the list. Some emails may not be delivered (invalid address, inactive account, etc.), but they were successfully sent.
• Partially sent: An issue occurred during sending that prevented some contacts from being reached.
• Cancelled: The email was cancelled after some contacts were reached. If no contacts were reached, the email is changed to a draft.
• Error: A major error occurred. This may happen due to the SMTP connection failing, or a contact list or email account being deleted.

If the contact doesn't include a first name, this example displays “Dear customer,” as a greeting instead of “Dear Franklin,”.

If the contact list variable “first_name” is not blank (it has a value, such as Franklin), the email will display “Dear Franklin,” at the beginning. If “first_name” is blank, the email will display “Dear customer,” instead.

A single-line version can be used in the rich text editor:

This displays “Dear employee,” unless a first name is present, in which case it shows “Dear Franklin,”.

This example displays different text depending on which team the recipient is on, with department being one of the contact list variables that was imported.