How to Set Up Your First Feedback Request and Send It with FeedbackRobot

Introduction

Getting your first feedback request live shouldn’t feel like rocket science. With FeedbackRobot, you can set up your first feedback request and send your first feedback survey in just a handful of clicks. No coding, no guesswork.

In this guide, we’ll walk through:

Choosing the right feedback channel
Selecting or customizing your survey template
Defining and segmenting your audience
Scheduling and personalizing your send
Reviewing, previewing, and launching your survey

Along the way, you’ll see the exact screens, tips for higher response rates, and how to tap our Embed Survey feature for on-page feedback.

Ready to collect your first wave of actionable insights? Let’s dive in!

Choose Your Feedback Channel

Before anything else, decide where you want to reach your customers.

Email - Best for in-depth questions (NPS, CSAT), sent post-purchase or after support tickets.
SMS/WhatsApp - Ideal for quick-start or yes/no questions. Super high open rates.

Choose how to send your survey

Select or Customize Your Survey Template

Picking the right template gets you up and running instantly

Click Send Survey and choose Browse Surveys.
Scan our pre-built templates, NPS, CSAT, CES, and more.

Browse Your Surveys modal listing saved templates with search bar and ‘Choose Survey’ button. — Browse your surveys

Preview questions and branding

Survey preview pane showing selected template’s title, description, questions, and question types for review. — Survey preview

Tweak as needed, edit question text, add your logo, swap colors, or enable branching logic for personalized flows.

Define Your Audience: Import or Segment Customers

Who you ask matters just as much as what you ask:

Upload a CSV of email addresses or phone numbers.
Connect your CRM (Shopify, etc.) for live-sync segments.

Add New Customer modal with fields for Name, Email, and Phone Number, plus ‘Add Customer’ button. — Adding a new customer

Use filters: purchase date, region and repeat buyers to target the customers whose feedback you need most.

Review, Preview and Hit Send

One last check before go-time

Preview Mode - See exactly how your email, SMS, or embedded survey looks on desktop and mobile.
Final Checklist - Confirm channel, template and customers list.

FeedbackRobot Survey Center list view showing surveys with columns for Customer, Survey, Subject, Status, Sentiment, and a Resolve action. — Survey Center

When everything checks out, click Send Survey (or Save and Activate for automated flows). Congratulations! You’ve just sent your first feedback survey!

Automations: Trigger Surveys Automatically

Keep feedback flowing without lifting a finger by setting up Automations in the Survey Center.

Survey Center > Automations page listing active automations like ‘when customer is pulled from Shopify, then send Customer Satisfaction Feedback Survey through Email. — Automations

How to use Automations:

Click Add Automation.
Choose a trigger (e.g., new customer in Shopify, support ticket closed).
Select the survey to send and the channel (Email, SMS).
Save and activate. The system will now send surveys automatically whenever your trigger fires.

Review Individual Survey Responses

Whenever a customer completes your survey, you can jump into a detailed response view that summarizes sentiment and shows their exact feedback.

Survey Center > Feedback from {customer-name} page showing AI Summary block with a quick analysis, Customer Response panel, and History Log of survey events. — Survey Response

Key features of the response view

AI Summary - Instant one-paragraph recap of sentiment and main pain points.
Customer Response - Full survey answers, with star ratings and open-ended comments.
History Log - Timeline of when the survey was sent, started, and completed.

Engage with Customers via the Resolution Thread

Turn unhappy customers into advocates by using the built-in Resolution Thread.

Survey Center > Feedback from {customer-name} view with Resolution Thread open, showing back-and-forth messages and a ‘Take Over’ button — Resolution Thread

How the Resolution Thread works

Click Initiate Resolution on a negative response.
The customer replies right in the thread. No switching to email or phone is needed.
Hit Take Over to continue the conversation manually or mark the issue as resolved.

Wrapping Up

By automating survey sends, reviewing each response in depth, and engaging directly via the Resolution Thread, you’ll build a feedback engine that scales with your business. Keep experimenting with channels, templates, and triggers and watch your customer insights grow richer every day!

Happy surveying! 😉