Getting Started with Email


In this article, we’ll give you a brief overview of how you can start sending surveys right from your GetFeedback account. It’s as easy as going into your Distribute tab and clicking on the new ‘Email’ option, but we’ll give you more detail below on all of the powerful tools we’ve included for you.

Getting Started

To get started sending you’ll first want to create your survey, including any exit pages or redirects that you’d like to have in place. When the survey is sent via email your recipients will click on the link in the email, opening up the survey in their web browser. No need to worry, your survey will still behave in the same way that you see in your test and previews.

Screenshot of email

Once you’ve completed your survey and you’re ready to send it out you’ll want to go to your ‘Distribute’ tab. This tab will give you a few ways you can get your survey into the hands of your recipients: Direct link, Send an Email, and in some cases via your website (see more on website surveys, currently in Beta).

Select the email option to be moved to the next screen where you’ll set up the email that will be going out to your recipients.



Email Type


Your first option on this screen will be to select your email type. You’ll have two options here. You can either have a button to start your survey, or you can embed the first question in your email template. You'll want to be sure to have the question you want to embed as the first question in your survey. You can embed these types of questions in the email template -

  • NPS Question
  • Multiple Choice
  • Rating Question 

Button to Begin Survey

Selecting this option will allow for you to add a button in your email to your survey.  When people click on the button it will open up their default web browser and they can then complete the survey within the web browser.


Embedded Questions

This option will only appear if you have an NPS, Multiple choice or Rating question in your survey. Once you select the question, we’ll automatically embed the question into your email for you, using the button colors that you’ve selected in your survey theme.

It’s important to keep in mind that if you select this option the workflow for your survey recipient will be a bit different than if you selected the button option. For example, if you have more than one question in your survey your survey taker will select their option in your email embedded question and then be routed to the beginning of your survey in their web browser. Be sure to remove the title page in your survey so that they can start answering questions right away without hitting another button to start the survey (see below on how to do this).

With either option that you select be sure to send a preview of your email and test the workflow that your survey recipients will run into to make sure the option you selected works for your survey.

Setting the 'From' Address

The "from" address that is showing in the email builder (ie - is an address which is authenticated and therefore will likely have improved deliverability rates - getting your survey emails to the correct inbox of the recipient.


Domains that are authenticated with a DMARC record due so to prevent third party services (such as GetFeedback) from sending as that domain on your behalf. If your domain has this type of text record attached to it, you will not be able to use your domain names as a ‘from’ address. DMARC was made to stop spammers from abusing your domain, so this is a great policy to have in place, but unfortunately you will not be able to send from GetFeedback using your own domain name. This is something that has been set up by your internal IT team or mail administrator and not something we have control over changing. We cannot override your DMARC policy at this time. Read more on DMARC.


If your domain does not have a DMARC record attached to it, you can use that email address in the “from” field.

Adding Your Recipients

You can add your recipients quickly by clicking into the box on the left hand side of your screen and inputting your recipients one by one. You can alternatively send to a Salesforce report as well, if you’re using our Salesforce integration or if you're a Campaign Monitor customer, you can now also send directly to your lists within your Campaign Monitor account.


Note: Not seeing these options? We might need to turn them on specifically for your account. Contact our support team for help at

Add in each recipient on a new line, including any personal information about them you might want to track later on or use to personalize your email to them. This can include name, email address, age, company name, or Salesforce specific ID’s like Contact ID. Adding in this personal information can later help you to personalize your emails or track responses from specific recipients. It can also help you to map your information back into Salesforce.

Worried about duplicates? We'll remove the automatically for you to ensure that the recipient only gets one copy of your email.

If you don’t have information for one or two of your recipients, just leave a blank space where the information would go like you’ll see in the example below:


When you’re done adding your recipients and their personal information press “Save”  below. Next, we'll have you tell us what the personal data means that you’ve added, and what we should call it (so that you can refer to it later).

Finally, select “Next” to finish up adding your recipients to your email.
Note: If you leave your survey now and do not send your list will not be saved. You’ll need to re-enter your recipient information if you click out of your survey at this point.

To send your email at this point, press ‘send’ on the bottom right-hand side. If you have any duplicate email addresses in your list, we'll only send the survey to one.


Personalizing Your Email

Since you’ve just added personal information about your recipients (otherwise referred to as custom fields or merge fields), you can now use this to personalize your email. We allow you to personalize the subject line, button, and content for each campaign you send. By adding any of the following tags to your campaign content, we will dynamically change these values for every recipient when sending the campaign.

[firstname]  (Note: We’ll automatically pull anything before the first space to be used as the first name)

[lastname]  (Note: We’ll automatically pull anything after the first space to be used as the last name)

You can also use any other fields that you’ve provided us with such as company name, age, or any other information you might have provided when you added your recipient list.

To personalize your email click on either the subject line, header, body, or button in your email. You’ll then see a pop up appear allowing for you to select the merge field you’d like to use to add personalization.

If you have someone on your list that you might not know certain information for (such as first or last name), not to worry! You can use fallback terms as placeholders as well. Once the email is sent out if we don’t see any personalization information for that recipient, we’ll use any fallback terms you’ve opted to put in place. For example:
[fullname, fallback=customer]
[firstname, fallback=customer]
When the email is sent out those people who do not have any information filled out for these custom fields will instead have ‘customer’ in place of a full name, or first name.
Note: We do not use fallback terms within our surveys, only in the email subject and body. If you have personalization within your survey and you do not supply us with that information it will remain blank.

Lastly, you can also personalize the button in the email itself. While it’ll still go directly to your survey, you can change the button language to have personalization as well.

Animated gif of personalization in the email body


Using Merge Fields in Your Survey Button to Track Responses

Before getting started with merge fields, we recommend first getting familiar with the basics of merge fields and URLs. We have a great write up on this that can help you get started.
Merge fields are very useful for tracking survey responses back to another application, such as Salesforce. You’ll often times see merge fields and custom fields used as a term interchangeably as they can be used to accomplish the same thing such as personalizing an email, tracking responses, or adding hidden fields to links. In this case, we’ll go over how merge fields can help you track responses from people who take your survey after clicking on the link in your email.
When uploading your list to GetFeedback you’ll be given the chance to add in personal information about each recipient such as name, email, company name, or unique ID’s (such as a Salesforce Contact ID, or Case ID). While you can use this information to personalize your email (as shown above), we’ll automatically also add that information to your URL as well behind the scenes. What this means it that when people click on your survey link, we’ll also bring over personal information about them into your GetFeedback response page so that you can see who your responses belong to.

Please note: When you name your merge
fields remember to not use any special characters such as ', $, #, @, or *

Prevent Users from Multiple Responses

To prevent users from taking your survey more than one, you can use the merge field "gf_unique" and a unique identifier (such as email address or contact id) to make sure that the specific user only submits survey responses once.

For example, if I want to make sure that only takes the survey once, I add the email as a second field separated by a comma. Then, when matching the field in the popup box, I choose "Custom".

I will then name that custom field "gf_unique"

Now, if tries to take the survey via the link that was emailed again, this will show: 

Anonymous Surveys

If it’s important to you to keep your survey anonymous, just uncheck the option to track email responses before hitting send at the bottom of the email page.

Before Sending Your Email

Before sending off your email, remember to set an end date if you ned your survey to end at a certain time. You can do this before sending by pressing the "Schedule an end date" link at the bottom of the email screen.

Once your date selection has been made, your survey will turn off on that selected date and not allow for any other responses to be submitted.


Sending Your Email

When you’re ready to send press the ‘send’ button at the bottom right-hand side of the email, or send a preview as a test to yourself. The preview will go directly to the email that you are using to login to your account. If you’re using a role address such as for your login, the preview will go there.
Once your email has sent you’ll be redirected to a page where you can either see your responses come in or you can resend your email to another group.
Sent confirmation page

Pre-Populating Forms Using Recipient Information

Many people use GetFeedback’s form type question to collect personal information from their survey takers such as name, address, phone number, and other miscellaneous information that might be needed to segment those people later on. As we know the more work someone has to put into adding this information into a form, the less likely they are to complete the form and submit the information.
To make things easier, you can use merge fields to quickly fill in some of the information you already have about your survey taker and let them update the information as they see fit.
First, determine what information you’d like to collect in your form and create your form type question. When you create this question, you’ll want to also think about the information that you already have about your survey takers and which information you can bring into the form for them automatically. Add square brackets around the names of your fields like we've done below:

Next, create your email list that you'd like to send to and include the information that you'd like to have
show up in your form. For example you'll have name, email, and you can then also include other information such as State or Country included in your list as well, so that it can pre-populate the form for your survey taker with this information:

Note: You'll want to make sure that what you name these fields in this step is the same as the names used in between the brackets in our previous step.
Send a test with your information included in your email list. You'll now see this information populated in the form question when the email is sent. 

Related Topics

Survey Email FAQ

Merge Field Basics

Tracking Email Responses in Salesforce

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