You can now get an email the moment an Offline Surveys device stops connecting to Zonka Feedback, and another when it’s back online. No more finding out days later that a kiosk or tablet quietly dropped off and stopped syncing responses.

Here’s how it works:

• Your devices check in with Zonka Feedback about once a minute.
• If a device hasn’t checked in for 5 minutes, it’s marked Offline and an Offline email goes out.
• As soon as it reconnects, it’s marked Online and you get a Back Online email, including how long it was offline.
• You’ll get just one email per offline period, so a device that stays offline for hours won’t flood your inbox.

Two settings control the emails:

• Notify when a device goes offline — turns the Offline email on or off.
• Notify when a device comes back online — sends the Back Online email (available once the offline notification is on).

A few things worth knowing:

• Both notifications are off by default, so you’ll need to switch them on.
• Emails go to all admins and the account owner.
• Each email has a View Device Details button that takes you straight to the device in Settings.

You’ll find it under Settings → Survey Hub → Offline Surveys → Notifications.

Reach more of your customers right from Salesforce. You can now send SMS surveys automatically when something happens in Salesforce, and make sure customers without an email address still get your survey through Fallback to SMS.

📱 Automated SMS Surveys from Salesforce

Just like Salesforce email triggers, you can now send SMS surveys automatically whenever a Salesforce event fires, such as a Case being closed or a deal being won.

• Choose the trigger object: pick the Salesforce object that sends the SMS (e.g., Case, Contact or any custom object)
• Map recipient details: select the fields that hold each customer’s name and phone number
• Carry Salesforce data onto responses: add merge fields like Case ID, Account ID or Contact ID to every response, then filter and report on them
• Send in your customer’s language: map a language field so each customer gets the SMS in their own language
• Customize your message: edit your SMS template anytime, including multilingual versions

How to set it up: Go to Distribute → SMS & WhatsApp → Trigger via Integrations → Salesforce → Configure.

⚠️ Make sure phone numbers in Salesforce include the country code (e.g., +1, +91). SMS can’t be sent to numbers without one.

✉️➡️📱 Fallback to SMS for Salesforce Email Triggers

Some Salesforce records have a phone number but no email address. With Fallback to SMS turned on, your email trigger automatically sends the survey by SMS when a record has no email, so no customer gets skipped.

• Email always comes first: if a record has both an email address and a phone number, the survey is sent by email only, so customers never receive it twice
• No extra Salesforce setup: the same Endpoint URL works for both email and SMS, so there’s no new Outbound Message or Flow to create
• Easy to enable: set up the SMS trigger on the same Salesforce object as your email trigger, configure your SMS template, and switch on the toggle

How to turn it on: Go to Distribute → Email → Trigger via Integrations → Salesforce → Configure, then switch on Fallback to SMS in the Configure Email tab.

📖 Learn more: Integration with Salesforce

You can now cap how many responses a single survey collects. Once it reaches the limit, the survey stops collecting on its own — across survey links, QR codes, email, SMS, WhatsApp, web widgets and devices. No more remembering to switch a survey off.

Choose how often the quota resets:

• Per day — resets at midnight in your timezone
• Per week — resets every Monday
• Per month — resets on your billing renewal date, alongside your response credits
• Lifetime — never resets; the survey closes once the limit is reached

A few things worth knowing:

• Partial and completed responses both count towards the quota.
• You’ll get an email and in-app alert at 80% and 90%, so you can raise the limit before the survey pauses.
• Reset the counter whenever you like to start collecting again — responses already collected are kept.
• Collecting on devices? They carry on capturing offline and sync automatically once the quota resets.

You’ll find it under Build → Settings → General Settings → Response Quota.

Available on the Enterprise plan. Learn more →

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

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 [email protected] and we'll walk through it with you.

👉 Survey Links API — Documentation

Plan Availability

Available on 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 [email protected] to switch it on.

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.