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.

We're excited to roll out a new native action in the Zonka Feedback HubSpot integration: Send Two-Way SMS Survey From Zonka.

What's New?

💬 A New Workflow Action

Add Send Two-Way SMS Survey From Zonka to any HubSpot Workflow. When the workflow fires — a ticket closes, a deal is won, onboarding wraps — the enrolled contact gets a conversational SMS survey and answers question by question in the same thread.

🎯 Pass Context With Every Send

Use Additional Attributes (JSON) to prefill the response with the context you already hold in HubSpot: language to send in the contact's own language, locationId to attribute feedback to a specific store or branch, ratedUser to tie it to the agent who handled the ticket, plus any custom variable you track.

🔗 Everything Lands Back in Zonka

Responses flow into Zonka Feedback with all tracked attributes attached — so they segment, filter, and roll up into your dashboards without any manual mapping.

Why It Matters

• Feedback at the moment of the experience: The survey goes out the second the workflow fires, not in a batch the next morning.
• Fewer drop-offs: Respondents never leave their messaging app, so there's no link-tap step to lose them at.
• Attribution built in: Location and agent context travels with the response, so you can see which branch or which rep the score belongs to.

Use Cases

📊 Multi-location retail — Close a support ticket in HubSpot, auto-text a CSAT survey stamped with the store'slocationId, and compare branch performance without asking the customer where they shopped.

💬 Support quality tracking — Pass ratedUser on every ticket-closed workflow to build per-agent CSAT automatically.

🚀 Post-onboarding check-in — Fire a short two-way survey when a deal-won or onboarding-complete workflow triggers, while the experience is still fresh.

Getting Started

Install the Zonka Feedback app from the HubSpot Marketplace, add the Send Two-Way SMS Survey From Zonka action to your workflow, map the contact's Mobile Number, pick your survey, and turn it on.

HubSpot Workflows also support Send Email Survey, Send SMS Survey, and Send a Survey from Webhook actions.

Plan Availability

Two-Way SMS Surveys must be enabled on your Zonka Feedback plan before this action will send. Reach out to your account manager or write to hello@zonkafeedback.com to switch it on.

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

Your email service used to authenticate a single sending domain. If your company runs more than one, that was a real limit.

Now you can authenticate and send survey emails from multiple domains. For companies with several brands or divisions, each feedback request can go out from the domain that fits it.

The payoff is an email that looks like it's coming from the right place, which helps with recognition and deliverability.

👉 Available on all Growth & 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.

Klaviyo has been one of the most-requested integrations, and it's now supported. You can take your Zonka survey email template into your Klaviyo campaigns without rebuilding anything.
Download the template, copy the embed code, and drop it into Klaviyo. The survey keeps its design and structure, so what your customers see stays the same across both tools.

If your email program already lives in Klaviyo, this lets you send Zonka surveys from the campaigns you're already running. No extra setup.

👉 Available on All plans.

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.

A password on its own leaves a gap. We've added Multi-Factor Authentication (MFA) so there's a second check at login.