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.

We're excited to roll out account-wide AI Governance — one place for admins to control every Zonka Feedback AI capability across your account.

Until now, AI features ran by default with no central switch. With this update, account owners decide which AI is available, to whom, and where — so your team only works with the capabilities you've approved.

What's New?

🛡️ Account-wide on/off control — Enable or disable AI per hub (Survey Hub, Reputation Hub, Intelligence Hub) for every user at once.

🧠 Granular signal control — Choose exactly what AI extracts from each survey response and review: Sentiment, Intent, Emotion, and Urgency. Turn off what you don't want your team acting on.

🌐 AI survey creation & translation toggles — Keep or remove AI-assisted survey building and AI translation independently of the rest.

Why It Matters

• Policy alignment: Match your AI usage to your organization's internal AI-use policy and data-handling rules.
• Consistency: Everyone in the account works from the same approved set of AI capabilities — no ad hoc variation.
• Simple control: One screen, clear toggles. No tickets, no config files, no waiting on support.

Use Cases

🏢 Approval-gated rollout — A security-conscious team keeps specific extractions off until internal sign-off, then flips them on account-wide.

🗂️ Standardized access — An admin sets one consistent AI posture so every user across teams sees the same capabilities.

Who Is It For?

• Admins / account owners: one control surface for all AI.
• Security & governance leads: a clear view of what AI is enabled.

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

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.

Some feedback isn't for the whole workspace. Exec-level CX reports, account escalations, at-risk NPS alerts — until now, routing those to Slack meant putting them in a channel anyone could join.

With this update, you can send everything from Zonka Feedback to private Slack channels, so sensitive feedback reaches only the people who should see it.

What Works in Private Channels

• Response Notifications: real-time alerts in a private channel for every new survey response.
• Workflow Notifications: trigger Slack alerts to private channels from any Workflow.
• Digest Reports: schedule daily, weekly, or monthly score digests — NPS, CES, CSAT, and AI sentiment signals — to a private channel.
• Survey Distribution: send survey invitations to your team in a private channel.

🔐 How to Enable It

Invite the Zonka Feedback app to your private channel — type /invite @Zonka Feedback in the channel and hit Enter. That channel then appears in your channel picker across every Slack integration setting, marked with a lock icon.

Why It Matters

• Least-privilege by default: escalations and detractor alerts go to the response team, not the entire workspace.
• Exec reporting stays exec-only: weekly CX digests land in a leadership channel without a separate reporting workflow.
• No workaround needed: teams that avoided Slack notifications for data-sensitivity reasons can now switch them on.

Use Cases

🚨 Account escalations — Route detractor responses from named enterprise accounts to a private CSM channel instead of a general alerts feed.

📈 Leadership digests — Send the weekly NPS and sentiment digest to a private exec channel.

💬 Internal team reviews — Keep agent-level or store-level feedback inside the manager channel that acts on it.

Plan Availability

Available on all plans with the Slack integration enabled.

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