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.

Webhooks in Zonka Feedback have been rebuilt with a new payload, and AI insights delivered inline. Your systems can now act on feedback the moment it arrives — without a follow-up API call to enrich it.

What's New?

🧠 AI Insights in Every Payload

Sentiment, urgency, intent, and emotion now ship with every response delivery. Route an angry, high-urgency response straight to a senior agent in your helpdesk, or open a Salesforce case only when intent signals churn risk — all from the webhook body, no enrichment step required.

🔧 A Cleaner, Parseable Payload

• Event metadata: every delivery carries eventType and eventId, so you can identify the trigger and de-duplicate on your end.
• Consistent attribute shape: contactAttributes and responseAttributes now use a fixed variableId + value structure instead of dynamic keys — no more schema that shifts per survey.
• Noise removed: internal flags (starred, archived, task IDs), empty fields, and duplicate keys are gone. Answers arrive in a single, clearly named surveyResponse array.

Choosing Your Events

Under Settings → Developers → Webhooks, you'll now see four events:

• response.added — completed response, new payload
• partial.response.added — partial response, new payload

✅ Your Existing Webhooks Are Untouched

Every webhook created before this update keeps receiving the legacy payload exactly as before. We strongly recommend that you migrate to the new format ASAP, as the legacy formats will be deprecated in near future.

Getting Started

Go to Settings → Developers → Webhooks → Add Webhook and select the new response.added event.

Migrating an existing integration? Write to hello@zonkafeedback.com and we'll walk through the payload mapping with you.

👉 Using Webhooks — Help Center

Plan Availability

Available on Professional, Growth and Enterprise plans.

Multilingual email support now extends to surveys sent through Salesforce. Until now, multilingual surveys were limited to other distribution channels. With this update, the surveys your team triggers from Salesforce workflows go out in each customer's own language.

What's New?

🔗 Map the Field That Sets the Language

In your Salesforce Data settings, a new Field that determines the recipient language dropdown lets you map any Salesforce language field — Preferred Language, Locale, Language — to your survey. Once mapped, each contact receives the survey in their own language automatically.

🎯 Stays Off Until You Turn It On

The dropdown defaults to No Mapping. Existing triggers keep running exactly as they do today until you choose a field — nothing changes underneath your live workflows.

📥 Clean Fallback Every Time

When a contact's language field is empty or doesn't match an enabled language, the survey's default template is used, so every recipient still gets a complete send.

Why It Matters

• One mapping replaces per-language sends: map the field once instead of maintaining language-specific Salesforce workflows.
• Consistent with the rest of Zonka: Salesforce-driven outreach now matches the multilingual behavior across your other channels.
• Safe to adopt: opt-in by design, so there's no migration step and no risk to running triggers.

Use Cases

💬 Global support follow-up — Fire a CSAT survey from Salesforce on case closure, localized via the mapped language field.

📈 Multi-region NPS — Run one NPS program across regions with each contact receiving the email in their preferred language.

Plan Availability

Available on all Salesforce Plans

With this update, you can now set up recurring email surveys that send themselves on a schedule you choose — every 3, 6, 12 months or custom frequency — without having to trigger anything manually. This makes it easy to run continuous customer feedback programs like quarterly NPS, biannual CSAT, or annual relationship surveys with zero ongoing effort.

Key Features

🔁 Set a Recurring Schedule, Once

Pick how often you want each customer to be surveyed — every 3, 6, or 12 months, or a custom interval — and Auto Pilot handles the rest. Every cycle, the next survey goes out automatically. No need to remember when each round is due or rebuild your contact list every quarter.

📊 Smart Distribution Across the Cycle

Auto Pilot doesn't send to everyone on Day 1. Sends are spread evenly across your chosen cycle — every day, every week — so your feedback comes in as a steady stream instead of a single burst followed by silence. Your team gets responses to act on throughout the quarter, your email deliverability stays clean, and the signal you're tracking reflects the whole period, not just the first 48 hours.

🔔 Built-In Reminders That Stop on Reply

Add up to 2 follow-up reminders per cycle, set the gap between them (1 to 7 days), and write the subject and message yourself. Auto Pilot will only send reminders to contacts who haven't replied yet. The moment a contact responds, any pending reminders for them cancel automatically — no awkward nudges after they've already given feedback.

Why This Matters

Running a recurring feedback program by hand is a chore — remembering each round, rebuilding the contact list, chasing non-responders one by one. Auto Pilot lets you stop thinking about scheduling and focus on the feedback itself.

With Auto Pilot, teams can:

• Run quarterly NPS, biannual CSAT, or annual relationship surveys without manual scheduling
• Maintain a steady stream of feedback across the quarter instead of Day-1 spikes
• Boost response rates with automatic reminders that respect the customer
• Add or remove contacts anytime via manual entry, CSV upload, or contact segments — without breaking the schedule

Plan Availability

Available on on Growth and Enterprise Plans

Two-Way SMS is here. Now you can run an entire survey over text, with no link and no landing page.

Sending a survey link by text works, but every extra tap costs you responses. Two-Way SMS skips the link, so the whole survey happens right inside the thread. SMS gets opened within minutes and keeps people from dropping off at a separate page, which usually means higher response rates than a link-based survey.

Your contact gets the question, replies with their answer, and it continues over SMS until they're done. You can shorten the wording for text, personalize with placeholders (like "Hi John, how was your experience?"), and add a custom exit message.

A few things to know:

• Full question-and-answer flow stays inside SMS
• Shortened wording, with the original question preserved in feedback
• Placeholder personalization, custom exit message, and a retry for out-of-range replies
• Multi-language template support
• Billing is per message, both incoming and outgoing (costs vary by country; a few aren't supported)

P.S. Since the whole exchange runs on SMS, every extra tap also means an extra SMS. Each message in and out is billable, so a shorter survey protects both your response rate and your costs.

👉 Available on Professional, Growth & Enterprise plans.

Currently, you can connect Zendesk, Freshdesk, or Intercom and your users sync into Zonka, so feedback gets rated and tied to the right person. Salesforce now works the same way.

We've added automatic, real-time syncing of Salesforce users into Zonka as agents. When your Salesforce team changes, those users show up in Zonka Feedback on their own. No manual import.

This one matters most for case-closure feedback. When you survey after a Salesforce case is resolved, the response ties back to the exact user who handled it, so your user and team reporting stays accurate.

👉 Available on all plans with Salesforce Integration.

Survey throttling already keeps you from over-surveying the same contact. The catch was that it only allowed a fixed set of day intervals.

Now you set the number yourself. One day, two days, whatever cadence suits your program. Throttling runs globally across your account, and when a survey fires through an integration like Zendesk or Salesforce, you can choose to bypass it.

So the gap between surveys is yours to decide, not ours.

👉 Available on all Growth & Enterprise plans.

HubSpot users, your integration just got deeper.

Until now, survey responses synced only to the Contact object in HubSpot. With this update, you can map and sync responses to Companies and Deals as well — opening up a whole new layer of account-level and pipeline-level feedback context.

What's New?

🏢 Sync to Companies

Push NPS, CSAT, and CES scores as Company properties, and log the full response on the Company timeline. Map any survey attribute, response field, or hidden variable to a HubSpot Company property.

💼 Sync to Deals

The same now works at the Deal level. Feedback signals attach directly to open opportunities, with the full response logged on the Deal timeline.

⚙️ Pick the Sync Action That Fits Your Workflow

• Create new — add a fresh record for every response
• Update existing — modify the matched record only
• Create or update — create if no match, otherwise update
• Log activity to timeline — record the response as a timeline event

Why This Matters

Customer feedback rarely belongs to a single person — it belongs to an account and to a deal. This update closes that gap:

• Account-based teams can finally see consolidated feedback at the Company level
• Customer success teams can monitor account health inside HubSpot without external dashboards
• Revenue teams can tie feedback signals to open deals — not just individual contacts

Plan Availability

Available on Professional, Growth, and Enterprise plans.

We’re excited to introduce a powerful enhancement to Zonka AI Feedback Intelligence  — Manual Theme & Subtheme Configuration.

Until now, when creating a project for AI thematic analysis, the system automatically generated themes and subthemes using AI based on the responses provided. While this automated approach worked well for discovering patterns, many teams wanted greater control over how feedback is categorized.

With this new update, you can now define your own themes and subthemes before running the AI process, giving you the flexibility to analyze feedback exactly the way your team needs.

What’s New?

🧠 Manual Theme & Subtheme Setup

You can now provide a predefined list of themes and subthemes with definitions while creating your thematic analysis project. These themes act as the framework for the AI model to classify responses.

Instead of generating themes automatically, the AI will now analyze and match responses against the themes and subthemes you define.

🔍 AI-Powered Matching with Your Framework

Once the themes and subthemes are configured, you can run the AI processing step, where the AI reviews survey responses and intelligently maps them to the most relevant themes and subthemes.

Why This Matters

While automatic AI theme generation is great for discovery, many organizations already have structured frameworks for analyzing feedback, such as product areas, service categories, or operational themes.

With Manual AI Thematic Analysis, you can:

• Maintain consistent categorization across projects
• Align analysis with existing business frameworks
• Improve the accuracy and relevance of insights
• Gain faster AI-driven tagging without losing control

Key Use Cases

📊 Product Feedback Analysis
Define themes like UI, Performance, Pricing, Feature Requests, and let AI classify feedback accordingly.

💬 Customer Support Insights
Create subthemes such as Response Time, Agent Behavior, Resolution Quality, and quickly analyze large volumes of responses.

🏢 Voice of Customer (VoC) Programs
Maintain standardized themes across departments for consistent reporting and trend analysis.

📈 Enterprise Feedback Analytics
Use predefined taxonomies to analyze feedback across multiple surveys and customer touchpoints.

Who Is This For?

This feature is especially valuable for:

• Customer Experience (CX) Teams analyzing open-ended feedback
• Product Teams organizing feature feedback and improvement areas
• Research & Insights Teams conducting qualitative analysis
• Enterprise organizations that require structured feedback frameworks

Start Analyzing Feedback with Greater Control 🚀

We’re happy to roll out support for Trustpilot as a Data Source in AI Feedback Intelligence. You can now sync Trustpilot reviews into Zonka Feedback and let our AI do the heavy lifting — uncovering patterns, themes, and sub-themes from your public customer feedback

What’s New?

With this new integration, you can:

• 🔌 Connect your Trustpilot account to Zonka Feedback
• 📥 Import reviews by volume or date
• 🤖 Use AI-powered Thematic Analysis to uncover sentiment trends, praise, and pain points
• 🗂️ Organize feedback into digestible Themes & Sub-Themes for better decision-making

Why It Matters

Your Trustpilot reviews are a goldmine of feedback — but manually analyzing hundreds (or thousands) of them is overwhelming. With AI Feedback Intelligence, you can:

• Detect what customers love or dislike about your product, service, or experience
• Spot trending concerns like delivery delays, poor support, or product quality
• Identify hidden opportunities from unsolicited praise or suggestions
• Save time while gaining deeper, structured insights

Who Is It For?

• Customer Experience & Support Teams: Monitor and address recurring complaints
• Marketing Teams: Track brand sentiment and highlight customer love in campaigns
• Product Teams: Use unsolicited feature feedback to guide roadmaps
• Leadership: Understand customer trust at scale to inform strategy