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tammy_c
Contributor ⭐️⭐️⭐️⭐️
Oct 16, 2020 8:31 PM UTC
Solved

Different Thank you email for NPS survey with a comment and without?

Hello - 

I’m migrating our NPS survey to Gainsight. After a participant has answered the survey, we have typically sent out a different email to those that responded with a comment and to those that didn’t add a comment (asking one more time for feedback).

 

Is it possible to do this in the JO program? Have it send one type of thank you for the ones with a comment and those without?

 

Thanks!

jean.nairon
jean.naironAnswer
Expert ⭐️
Oct 17, 2020 1:05 AM UTC

Yes! You’re right @heather_hansen. You can use a filter in the JO queries for this. I would created to JO programs. One for surveys with a comment, and a second for surveys without a comment. 

You potentially could have it all in one JO program but there would need to be some more logic in your queries and your journey. For example, if there’s a comment, they go to step 1. If there’s no comment, they go to step 2. 

 

Jean
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4 replies

heather_hansen
heather_hansen
VIP ⭐️⭐️⭐️⭐️⭐️
Oct 16, 2020 9:05 PM UTC

@tammy_c I haven’t tried this, but I think you should be able to do this by using Custom Field Mapping for the Comments, and then, use an email variant with the filter to select the variant being whether or not the Comments field is NULL. 

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    jean.nairon
    jean.naironAnswer
    Expert ⭐️
    Oct 17, 2020 1:05 AM UTC

    Yes! You’re right @heather_hansen. You can use a filter in the JO queries for this. I would created to JO programs. One for surveys with a comment, and a second for surveys without a comment. 

    You potentially could have it all in one JO program but there would need to be some more logic in your queries and your journey. For example, if there’s a comment, they go to step 1. If there’s no comment, they go to step 2. 

     

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    Jean
      sai_ram
      sai_ram
      Expert ⭐️⭐️
      Oct 21, 2020 10:16 AM UTC

      Yes! You’re right @heather_hansen. You can use a filter in the JO queries for this. I would created to JO programs. One for surveys with a comment, and a second for surveys without a comment. 

      You potentially could have it all in one JO program but there would need to be some more logic in your queries and your journey. For example, if there’s a comment, they go to step 1. If there’s no comment, they go to step 2. 

       

      @tammy_c Did this work for you? Do you still need any help here?

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      tammy_cAuthor
      Contributor ⭐️⭐️⭐️⭐️
      Oct 22, 2020 7:29 PM UTC

      Sorry for the delay - last minute project came up! I’ll try this and post if I have any questions or problems. Thanks!

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