You can now filter responses by hidden variables and contact attributes using the Responses API. This lets you fetch only the feedback you need, such as responses from a specific store, channel or customer segment, without pulling everything and filtering it yourself.

How it works

• Hidden variables: Use the hidden variable name as the query parameter.
  store_location=Downtown,Airport
• Contact attributes: Add the prefix contact_ to the attribute name.
  contact_plan=Pro,Enterprise
• Multiple values: Separate values with commas to match any of them.

You can combine these with existing filters like surveyId, startDate and limit.

Example

GET /responses?store_location=Downtown,Airport&contact_plan=Pro,Enterprise

This returns responses from the Downtown or Airport stores, submitted by contacts on the Pro or Enterprise plan.

Use cases

• Sync feedback for specific locations or regions into your BI tools
• Analyse responses by customer plan, tier or segment
• Build focused reports without extra filtering on your side

View the Responses API documentation → 

We're excited to roll out the Zonka Feedback MCP Server — a new way to work with your customer feedback right inside the AI tools your team already uses, like Claude and ChatGPT.

Until now, getting answers from your feedback meant opening dashboards, building reports, or exporting data. With the MCP server, you just ask — in plain language, from your AI assistant, using your live Zonka Feedback data.

What's New?

🔗 Connect your AI tools to Zonka Feedbackng dashboards, building reports, or exporting data. With the MCP server, you simply ask—in plain language, from your AI assistant—using your live Zonka Feedback data.

Link Claude, ChatGPT, or any MCP-compatible tool to your account in a couple of clicks. Zonka Feedback is listed in the Claude connector directory, so there's nothing to wire up by hand.

🧠 Ask questions in plain language

Query your survey responses, NPS, CES, CSAT, and sentiment, online reviews and reputation, and your AI Feedback Intelligence themes — down to the verbatim quotes behind them — just by asking. No exports, no query language.

🔐 Grounded in your data, scoped to your permissions

Every connection signs in with OAuth and runs with that user's own role and access. The connector is read-only — it reads and analyzes your feedback, and never changes your account.

Why It Matters

• Answers where you already work: pull feedback insights inside your AI assistant, not another tab.
• Skip the export-and-analyze loop: go from question to answer in seconds.
• Trustworthy by design: read-only, permission-aware, and traceable back to real customer responses.

Example Use Cases

📊 Track your metrics — "What's our NPS this quarter, and how does it compare to last?"

🧠 Find what's driving sentiment — "Which themes are behind our negative feedback right now?"

⭐ Watch your reputation — "What's our average review rating this year, and how many did we reply to?"

Plan Availability

Available on all plans. An account admin turns it on under Settings → AI Governance → AI Features → Agents & MCP, after which everyone on the account can connect their own AI tool.

Learn more here

Your CRM and helpdesk can now show more than what customers said. They can also show how customers felt and what they need. 🎯

You can now map Sentiment, Emotion, Intent, and Urgency to fields in Salesforce, HubSpot, Intercom, and every other integration that supports one-to-one field mapping.

How to set it up

1. Go to your survey → Integrations and open the integration you want.
2. Create a new mapping or edit an existing one.
3. Under Map Fields, click + Add Attribute.
4. Choose Sentiment, Emotion, Intent, or Urgency, then pick the field it should sync to.
5. Click Save.

From then on, each new response sends its AI-detected signals to the fields you mapped.

What your teams can do with it

• Sales: flag deals where sentiment from key contacts turns negative.
• Customer Success: build churn-risk views from frustrated or disappointed customers.
• Support: prioritize and route conversations by urgency and intent.

Your teams can act on feedback signals in the tools they already use, without logging into Zonka Feedback.

When Zonka sends a response to a connected tool — creating a ticket, posting a notification, or syncing the full response — it now carries every attribute on that response, not just the survey answers and a fixed set of contact fields.

Now included:

• Contact attributes — email, mobile, name and any other contact fields
• Response attributes — device, location, & agent etc.
• Hidden attributes — values you pass at send time
• Integration attributes — order, ticket and record data from the integration that triggered the survey

Attributes also travel across integrations, not just back where they came from. A Shopify post-purchase survey response now carries its order ID, order total, line items and shipping type into the Zendesk ticket it creates — so your team sees the order behind the feedback without leaving the helpdesk.

This works across ticket creation, notifications and full response sync, in every integration you've connected.

Salesforce mappings used to force a choice up front: create a new record, or update an existing one. Pick wrong and you got duplicate Contacts, or updates that went nowhere.

Custom Mapping now has a fourth action: Create or update a record using an External ID.

Choose a Salesforce field you already use to identify customers — account number, CRM ID, subscription reference — and every response is checked against it. Match updates the record. No match creates one.

Get the identifier onto a response three ways:

• Survey link — ?sf_External_Field_1__c=Get%20Started (sf_ prefix + the Salesforce API name)
• Survey question — pick it in the Match Value dropdown
• Salesforce email trigger — pass the field through and it rides along with the survey

Set it up under Integrations → Salesforce → Add Mapping. Only fields marked as External ID in Salesforce appear — mark yours Unique too, or a value matching multiple records won't sync. Matching is exact, case and spacing included.

Setup guide →

Great news — Zonka Feedback now supports Gupshup as a WhatsApp messaging provider, alongside Infobip!

Why this matters
If your team already uses Gupshup for WhatsApp Business messaging, you can now connect it directly to Zonka Feedback and start sending survey invites, feedback requests, and follow-ups — no extra tools needed.

What's new

• New provider option: Choose "Gupshup" from the Provider dropdown under Settings → Survey Hub → WhatsApp Surveys.
• Simple setup: Just add your Gupshup API Key, App Name, App ID, and WhatsApp Sender number to get connected.
• Same great workflow: Once connected, sending surveys works exactly as before — configure your WhatsApp template, map placeholders, preview the message live, add recipients (manually, via contact segments, or CSV import), and send.
• Full visibility: Track every message with WhatsApp Survey Logs, so you always know what's been sent, delivered, and responded to.

How to get started

1. Go to Settings → Survey Hub → WhatsApp Surveys → WhatsApp Setup
2. Select Gupshup from the Provider dropdown
3. Enter your API Key, App Name, App ID, and Sender number, then hit Update
4. Head to Distribute → SMS & WhatsApp to configure your template and send your first survey

Don't have a Gupshup account yet, or want help connecting a different sender? Reach out to us at hello@zonkafeedback.com — we're happy to help.

Timing matters as much as targeting. A survey that lands at 3 AM in a recipient's timezone is far less likely to get a response than one that lands during their morning coffee. With Smart Send, Zonka Feedback now delivers your surveys within a preferred time window based on each recipient's local timezone — automatically.

What's New?

🌍 Timezone-Aware Delivery Smart Send detects each recipient's local timezone and holds delivery until it falls within your chosen sending window — instead of firing every survey the moment a trigger or schedule kicks off.

🕐 Three Delivery Windows to Choose From Pick the window that fits your audience:

• Morning (8:00 AM – 12:00 PM) — for a focused, start-of-day nudge
• Business Hours (8:00 AM – 5:00 PM) — the standard workday window
• Extended Day (8:00 AM – 8:00 PM) — widest reach across the day

All windows run Monday to Friday, so surveys never land on a recipient's weekend.

🔌 Works Across Every Channel Smart Send applies uniformly across Email, SMS, WhatsApp, scheduled campaigns, and workflow-triggered sends — one setting, consistent behavior everywhere.

Why This Matters

Sending at the wrong hour is one of the quietest reasons response rates underperform — recipients simply aren't in a position to engage. With Smart Send, you can:

• Improve response rates by reaching people when they're actually available
• Avoid survey fatigue from odd-hour delivery
• Maintain a consistent, professional send cadence across global audiences
• Set it once and let delivery timing take care of itself

A Note on Auto Pilot

Smart Send controls when within the day a survey is delivered based on recipient timezone. It does not change how Auto Pilot schedules recurring cycles (every 3, 6, 12 months, etc.) or its Smart Distribution logic across a cycle — those continue to work exactly as before. The two features operate independently and can be used together.

Getting Started

Go to Settings → Survey Hub → Throttling & Smart Send and toggle on Smart Send, then choose your delivery window.

👉 Learn more about Smart Sending — Help Center

Plan Availability: Available on Growth, and Enterprise plans.

We're excited to roll out Signals in the Intelligence Hub — a prioritized list of what's changing, who's at risk, and what's worth acting on right now.

Until now, Snapshot told you your scores, and Deep Dive let you explore themes — but you still had to work out what mattered most. Signals does that read for you: it turns your analyzed feedback into a ranked set of things to act on, each tied to real customer quotes.

What's New?

📈 Key Drivers — The sub-themes moving your experience most: what's trending, newly appearing, emerging fastest, and your strongest positives and negatives.

💬 Feedback Queries — What customers are asking for and asking about. A spike in questions usually points to an onboarding or documentation gap.

⚠️ Churn Signals — Relationships at risk, complaints, and time-bound Recovery Opportunities — recent high-urgency negatives where the customer still looks winnable.

🎉 Praises & Recommendations — What's working and worth protecting, ready for advocacy and testimonials.

How It Works

Every row is one sub-theme carrying that signal, with its volume, change against the previous equal period, and a sentiment bar. Expand any row to read the customer quotes behind it — for intent signals, you see the exact sentence, not the whole response. Colour follows sentiment, and for churn, complaints, and negative drivers, a rise shows red, so the things getting worse stand out immediately.

Act Without Leaving the Page

Every row has an action bar: create a ticket, post to Slack or Microsoft Teams, or send an email — each pre-filled with the sub-theme, sentiment, volume, change, and quote. Filters are global and carry over from Snapshot and Deep Dive, and CSV export respects your active filters and sort.

Why It Matters

• From data to decision: Stop interpreting dashboards — open Signals and see what to do today.
• Catch risk early: Churn and Recovery Opportunities surface at-risk relationships while they're still recoverable.
• Route in one click: Insights become tickets, messages, and emails without copy-paste.

Who Is It For?

• CX & operations leads: a daily prioritized worklist instead of a report to decode.
• Support & CS teams: recovery opportunities and complaints, ready to action.
• Product & marketing: feature requests and advocacy, surfaced automatically.

Getting Started

Signals lives under Intelligence Hub → your project → Signals tab. It needs Intelligence Hub enabled and a completed analysis run for a project

Available on all Enterprise Plans with Intelligence enabled

We're excited to introduce the Survey Links API — generate unique, tracked survey links programmatically and send them through whatever channel you already use.

Until now, sending a tracked survey meant sending it from Zonka. If you wanted to trigger a survey from your own app, your own CRM sequence, or a push notification, you gave up the attribution that makes the response useful. With this update, your system creates the link and keeps every bit of context attached to it.

What's New?

🔗 Tracked Links, Generated On Demand

Call the API with a survey and a contact, and you get back a unique URL to distribute however you like — email, SMS, WhatsApp, push, in-app, or anywhere else. The link resolves against your survey's default URL, using your white-label survey domain when you have one configured.

🎯 Full Context Travels With the Link

Pass contact details, contact attributes, hidden and survey variables, and CRM variables when you create the link. When the respondent submits, all of it binds to the response automatically — no prefill parameters to construct, no follow-up call to enrich. You can attribute the response to a specific location and agent at the same time.

👤 Single-Use and Time-Bound

Each link is consumed on the first submitted response, so one link means one respondent. You can set your own expiry per link as well.

Working With Links

Five endpoints, under Settings → Developers → API for your auth token:

• POST /survey-links — create a tracked link
• GET /survey-links — list your active links
• GET /survey-links/{linkId} — fetch one link
• PATCH /survey-links/{linkId} — update an unused link
• DELETE /survey-links/{linkId} — remove a link

✅ Responses Land Exactly Where You Expect

A response submitted through an API-generated link is recorded with the channel External — visible in your Response Inbox filters, reports, exports, and webhook payloads, with the same attribution you'd get from a Zonka-sent Email or SMS link. Nothing about your existing reporting changes.

🚀 Getting Started

Generate your auth token under Settings → Developers → API, then explore the endpoints in our Postman collection.

Building an integration? Write to us at hello@zonkafeedback.com and we'll walk through it with you.

👉 Survey Links API — Documentation

Plan Availability

Available on Growth and Enterprise plans.

Slack Digest Reports now let you choose the data window each digest covers. Pick a fixed calendar period when the digest feeds a reporting cycle, or a rolling window when you're watching a trend.

📊 Your Options by Frequency

• Daily: Yesterday, Last 7 days, or Last 30 days
• Weekly: Calendar week (Monday–Sunday, last complete week) or Last 7 days
• Monthly: Calendar month (1st to last day, last complete month) or Last 30 days

Rolling periods refresh with every delivery. Calendar periods always cover the last complete cycle.

Why It Matters

• Calendar periods match how you report: a Monday digest covering the complete prior week lines up with your weekly review, and a monthly digest with the closed calendar month matches your business reporting.
• Rolling periods show movement, not snapshots: a daily digest set to Last 30 days gives your team a fresh 30-day view of NPS, CES, CSAT, and AI sentiment signals every morning — enough of a window to see a trend, updated often enough to catch it early.

How to Set It Up

Go to Surveys → Integrations → Slack → Settings, turn on Send recurring Digest Reports to Slack, choose your Frequency, then select a Reporting period. Save.

Plan Availability

Available on all Growth and Enterprise Plans