Survey Trigger once a Field on Account is set to Closed

  • 1
  • Question
  • Updated 2 months ago
  • Acknowledged
We are trying to automate a Survey flow to our customers who have had consulting engagements with us.

We would want to send the survey to the customer once the Consulting Project is set to close and this done on our account object. 

I did try to setup a rule to send email but This type of rule does not seem to support Gainsight Email templates where survey is embedded.

How can we achieve this survey trigger automation.

Any insights will be helpful

Photo of Lokeshraovn


  • 856 Points 500 badge 2x thumb

Posted 2 months ago

  • 1
Photo of Denise Stokowski

Denise Stokowski, Official Rep

  • 10,914 Points 10k badge 2x thumb
Have you tried using Advanced Outreach (AO)?  You could also trigger entry into the AO using an actual trigger event in SFDC.

This article shows an example of this in Case Closed CSAT use case.
Photo of Dan Ahrens

Dan Ahrens, Gainster (employee)

  • 18,250 Points 10k badge 2x thumb
Adding to what Denise posted, keep in mind that templates that utilize embedded surveys are only supported using Email Templates 2.0 and Advanced Outreaches. 


"This feature is only supported as part of an Advanced Outreach and in Email Templates 2.0."