Feature Overview

The individual Feedback Request Automation setup enables administrators to define detailed rules and settings for automated customer feedback collection. This comprehensive configuration page allows organizations to configure automation triggers, contact selection criteria, email templates, timing controls, and integration settings to create a sophisticated feedback collection workflow tailored to specific business needs.

How It Works

The automation detail page provides a tabbed interface for configuring all aspects of feedback request automation:

• Basic Settings:
  • Automation Group Label: A descriptive name for this automation (e.g., "Enterprise Win/Loss Survey", "SMB Customer Experience")
  • Feedback Requests: Enable/disable toggle to activate or deactivate this automation
  • Survey Collector: Select the TruVoice survey collector that will receive feedback submissions
  • Automation Type: Choose the level of automation:
    • No Automation: Manual feedback requests only, no qualification checks
    • Opt-in Automation: Partial Automation. Sales reps can submit contacts for opportunities meeting trigger conditions
    • Opt-out Automation: Full Automation. TruSales automatically submits contacts, sales reps can review and cancel
• Trigger Conditions Tab: Configure which opportunities/accounts qualify for feedback requests using CRM field filters. Only records matching ALL specified conditions will trigger feedback requests. Common filters include:
  • Close Date: Opportunities closed within specific date ranges
  • Stage: Specific sales stages (e.g., Closed Won, Closed Lost)
  • Amount: Deal sizes within certain ranges
  • Owner: Specific sales representatives or teams
  • Custom Fields: Any picklist, text, or number fields from your CRM
• Contact Submit Conditions Tab (Full Automation only): Define which contacts are automatically selected for feedback when triggers are met:
  • Contact Types: Primary contacts, decision makers, influencers, etc.
  • Contact Roles: CEO, CTO, VP Sales, etc.
  • Activity Types: Email interactions, meetings, calls within specified timeframes
  • Reference Fields: Custom contact relationship fields
  • Gong Integration: Voice/video call participants (if enabled)
  • Single Opportunity: Whether to submit contacts for only one opportunity per account
• Sender Settings Tab (Full/Partial Automation): Configure who sends feedback requests:
  • Send As: Choose between organization admin or opportunity/account owner
  • Custom Sender Conditions: Field-based rules for sender selection
  • Email Templates: Customize sender information and branding
• Email Recipients Tab (Full/Partial Automation): Define who receives notification emails:
  • Resellers/Partners: Include external partners in feedback process
  • Internal Recipients: Additional team members to notify
  • Notification Types: Success/failure alerts, summary reports
• Feedback Request Window Tab (Full/Partial Automation): Control timing of feedback collection:
  • Auto-Open Window: Automatically enable feedback requests when opportunities close
  • Window Conditions: Additional criteria for opening feedback windows
  • Custom Instructions: Personalized messaging for sales reps
• Daily Sync Tab (Full Automation only): Schedule automated processing:
  • Sync Enabled: Turn on/off automated daily processing
  • Lookback Period: How far back to check for new qualifying records (1-90 days)
  • Processing Schedule: When during the day to run automation checks

The interface includes real-time validation, form state tracking, and test functionality to ensure automations work as expected before deployment. A change log in the footer allows for viewing read-only previous integrations of the automation settings, providing a helpful way to review what changes were made over time.

See It in Action

Requirements

• TruSales Admin, Super Admin, or Organization Admin role permissions for Setup module access
• Active TruVoice Program connected to organization
• Active CRM instance integration properly configured with account and opportunity data
• User email authorization/signatures configured for feedback request senders
• Understanding of organizational sales processes and customer communication preferences

Highlights

• Tabbed interface organizes complex configuration options for easy navigation
• Test functionality allows verification of automation behavior before deployment
• Comprehensive contact selection criteria support sophisticated targeting rules
• Customizable email templates enable branded and personalized communications

Need Help?

Contact your Customer Success Manager for guidance on complex automation configurations or troubleshooting automation deployment issues, or TruSales Support if you experience any technical issues with this page.