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Email Task

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About the Email Task

Email tasks let you send an email notification in response to a variety of events in Qualtrics. The most common example is to send out an email to a person or group of people every time a survey response is submitted.

Example: Send an email to a customer service rep and their manager every time a customer submits a response to a CSAT survey. This email includes a report of what the customer said about their support interaction.
Example: When a customer signs up for an event using a survey, they receive a follow-up email confirming their registration, and detailing the time of the event and who to contact if they have more questions.
Example: Every Monday, you send an email to your HR team reminding them to go through their weekly checklist.

The email task is a great alternative to email triggers, and has the following improvements over triggers:

Setting Up an Email Task

  1. Go to the Actions tab.
    Actions tab, creating a new action
  2. Create an action, or select an existing one.
  3. Determine whether the email should be sent on a schedule or based on an event.
    Qtip: Choosing Event-Based and then choosing a survey response creation event is the most common, although you are free to select another choice.
    At the top of the action it says "select what starts the action." Survey response is chosen
  4. Set the conditions under which the email is sent.
    Example: We only want to send a follow-up email to customers who were upset with the service they received. Thus, we set up a condition that only respondents who said they were slightly dissatisfied or extremely dissatisfied will receive a follow-up email.
    Any of the following are true: if the respondent selects "slightly dissatisfied" from Q8, or if they choose "extremely dissatisfied" from Q8
  5. Click Add new and select Task.
    Button at bottom of action editor says "add new" then option for "task"
  6. Select Email as your task.
    image of the email task in the task selection screen
  7. Choose the recipient of the email. You can send to multiple email addresses by listing the emails separated by commas. You can list up to 10 emails here.
    Image of the send email window

    Qtip: If you asked the respondents for their email addresses, or this survey was initially distributed through email, you can click the piped text button and select the Survey Question or Panel Field where the respondent’s email address is stored.
    Piped Text menu for To Email field expanded
  8. Edit the From Address as desired. Use the domain dropdown menu to select any available sending domains.
    Qtip: Often a brand has a series of custom FROM domains that a Brand Administrator and your organization’s IT team will set up. These valid domains allow you to use any email address with a valid domain as your “From” Address. For example, if you’re a student at Qualtrics University, you may be able to use any email address ending in @qualtricsuniversity.edu. If you’re having trouble setting your “From” email, reach out to your Brand Administrator.
  9. Edit the From Name as desired.
  10. Type the username and select the domain of the Reply-To Email. This is the email address that receives your respondents’ replies to the message. If you do not want to receive replies, you can use any of the default Qualtrics email domains. Otherwise, you can select a domain configured for use in your license.
    Qtip: The email you use doesn’t have to be real. For example, if you don’t want to receive replies but want the address to look official, you can set the Reply-To to YourCompany@qemailserver.com.
  11. Add a Subject to your email.
    Qtip: If you click the dropdown next to the Subject field, you can choose a subject saved in your library (which can have translations), or add piped text.
    Dropdown next to subject line expanded to show library and piped text options
  12. Choose how long after the triggering event happens (e.g., how long after a survey response is submitted) that the email will go out. The shortest time period you can choose is immediately and the longest is 30 months.
  13. Write your email message. You can use the Load Message dropdown to use something from your library, or, if you write a message you’d like to reuse, click Save As in the upper-right to save it to your library for later.
    Scroll down inside send email window. Theres a field for the message with a rich content editor along top. Top left, button for adding library messages. Top-right, button for saving to library

    Qtip: If you click the dropdown next to the Message field, you can choose a general message saved in your library or add piped text. If adding piped text, fields from other tasks in your action will be available in the menu. For example, if you have a tickets task in the action before your email task, the ticket fields will be available in the piped text menu.
    Dropdown next to message line expanded to show translation and piped text options

    Qtip: By default, messages in the Email Task will default to English. You can translate your task by using Embedded Data and translated messages from your Message Library. First, you’ll need to make sure that you have a Language Embedded Data field in your Survey Flow. Once you have that, you’ll need to select Piped Text Embedded Data in the Message dropdown field and then enter Language in the box that appears. This will allow you to dynamically pull in your message in the language your respondent took the survey in.
    Using Piped Text to translate your email message in an email task
    Qtip: For more info on customizing this message, see the Rich Content Editor page.
    Attention: If you are including images in your email message, you must insert the images through the image icon in the rich content editor. You will be able to choose any images saved in your graphics library (and add new images to your graphics library from the email editor). If you manually paste an image into your email message, the email task will fail.
  14. Decide if Include Response Report and Include Recipient Data are appropriate for this email. See Response Reports for more details.
    Qtip: “Include Response Report” adds a summary of the questions and respondent’s answers to the body of the email (as well as includes a link to an online version). “Include Recipient Data” displays information about the respondent’s survey response.
  15. Click Save.

Response Reports

When creating an email task, you have the option to select Include Response Report. Response reports are a summary of the questions and the respondent’s answers. They come in the body of the email, in a linked webpage, and in a PDF export.

Attention: Response reports display the current text of your survey as it appears in the survey editor. If you have made changes to your survey but have not published them, those changes will still be reflected in the response report.

Image showing the response report customization options

Response Report Expiration

As an extra security measure, you can set when the response report link will expire. This only affects the webpage, not the body of the email or the PDF export. This expiration can be determined by hours, days, or months from the email task being sent.

Qtip: If you select Never for the expiration, you will receive a warning. If you decide you never want response reports to expire, you should make sure your survey does not request any sensitive data from the respondent.

Warning next to Never selection looks like a black triangle with an exclamation point in it

Response Report Language

Determine the language of the response report. This allows you to compose different email tasks for different respondents by language; using Q_Language and corresponding language codes, you can set the conditions under which email tasks with translated message bodies and specified response report languages are sent out.

Condition saying if Q_Language is equal to EN

Response Report Embedded Data

The response report can contain the embedded data that is saved with the response. You can choose to include all embedded data, only the embedded data defined in your Survey Flow, or no embedded data.

Image of the response report embedded data selection dropdown

Viewing and Exporting Response Reports

When response reports are enabled in an email task, they will appear in three formats:

Numbered links to response report

  1. Text in the email itself.
  2. A PDF export.
  3. A live link.
    Qtip: Remember, the expiration setting in the email task defines when this link is disabled.

Response reports come with three headers of information: Recipient Data, Response Summary, and Embedded Data.

A response report PDF

Recipient Data contains information such as the date the survey response was completed, IP Address, internal Response ID, and the URL to view the Response Report. The Response Summary contains all questions in the survey and their answers. Finally, Embedded Data contains all the embedded data you set in your Survey Flow, in addition to several default fields.

Qtip: By default, all answers to all questions and all embedded data are included in a response report. However, our Engineering Services team can create custom response reports to fit your organization’s needs. Contact your Account Executive if you’re interested in this solution.

For a more manual solution, consider using piped text in an email task. This will require building reports from scratch, which will not have the PDF export or live link.

Mapping a Response Report Link in Salesforce

To map a response report link into Salesforce, see Mapping a Response Report Link.
Link to survey response in Salesforce contact

When Email Tasks Are Sent

All types of survey responses can cause email tasks to be sent under certain conditions.

Attention: Once an action is completed, the scheduled email will not be able to be deleted. For example, if a response just submitted meets the condition of an email task, and you go to delete the email task, the email for that response is still scheduled.

Troubleshooting Email Tasks

This section has links to additional resources that can help you troubleshoot issues related to email tasks.

Qtip: Some of the resources for condition-building use examples in data filtering instead of Actions. However, the logic behind these conditions are the same.

Examples of Email Tasks in Action

Sometimes it can be hard to decide how or when to use a feature until you know how other users have used it successfully in the past. Below, we have a list of common use cases that include email tasks.

FAQs