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Actions in Global Navigation

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About Actions in Global Navigation

Actions allow you to trigger tasks based on various Qualtrics events. This could include creating a ticket when someone opts-out of your XM Directory, or sending a follow-up email to a customer after a low satisfaction score. The Actions page in the global navigation allows you to create and manage all the actions set up for your account in one central area.
navigating to the actions page by clicking the top navigation menu and then actions

Qtip: While you can accomplish much of the same functionality in the Actions tab of an individual survey, we recommend you create your actions in the Actions page of the global navigation.
Qtip: If you do not have access to the global Actions page, reach out to your Brand Administrator and ask if you can have the permission Manage Actions Across Projects enabled.

Actions Templates

Qtip: Actions templates can only be used from the global Actions page.

When creating an action, you will have the option to use an actions template. These are pre-configured workflows designed to make setting up useful workflows easy. Actions templates are created by our Qualtrics subject matter experts to leverage industry standards for workflow automations.

Example: The Import Salesforce data into XM Directory template combines an extract data from Salesforce task and an load data into XM Directory task in an guided setup to easily import data from Salesforce to save in your Qualtrics XM Directory.
the import salesforce data into xm directory actions template

Using Templates

  1. From the global Actions page, click Create an action.
    the create an action button in the actions page
  2. Templates will be listed below the “Actions from scratch” section. There are many different workflows available based on various outcomes, so take the time to find the workflow that works best for your goals.
    navigating to the action templates
  3. When you’ve found the template you want to use, click on it.
    choosing a template, reading the summary, and clicking get started
  4. In the side panel, review the overview of the template. This will contain a general description of the workflow, what it’s best used for, how it helps your organization, and what’s included in the template.
  5. When you’re ready to continue, click Get started.
  6. You’ll be brought to a guided setup to configure the workflow. Use the Step-by-step instructions to help you set up the workflow. Visit the linked support pages in the instructions to learn more about each item in the workflow.
    reading the step by step instructions for an overview, and clicking unconfigured components in the actions editor
  7. Click the different items of the workflow to configure each one.
    Qtip: Unconfigured workflow items will be highlighted.
  8. When finished setting up the workflow, make sure to toggle it On.
    the turn action on/off toggle in the top right

Example Templates

Below are a few example templates. This is not an exhaustive list of available templates. Log into the platform to begin exploring all of the options available to you.

Qtip: Use the search at the top of the Catalog to find and search templates. You can search by keywords in the template. For example, search “ticket” to find all templates that use ticket tasks.
the search bar at the top of the workflow catalog

Creating an Action From Scratch

  1. Use the navigation menu in the top left to select Actions.
    navigating to the actions page by clicking the navigation menu in the top left
  2. Make sure you’re in the Actions section.
  3. Click Create an action.
  4. Determine whether the action should be Started by an event (i.e. event-based), or Started at a specific time (i.e. scheduled). For a comparison of these options, see Scheduled Actions vs. Event-Based Actions. Alternatively, you may use a prebuilt template.
    using the catalog to create an action from scratch, or selecting a template
  5. Click Get started.
  6. Give your action a name.
    renaming the action and choosing the event/choosing the schedule
  7. Based on what you chose in Step 4, either determine the frequency of your scheduled action or choose the event that will begin the action.
  8. If desired, click the plus sign ( + ) and choose Conditions to add conditions to your action. These conditions determine when the action will trigger. See Creating Conditions for more information on building conditions.
    adding a condition to an action

    Example: Let’s say you’re creating an action based on a Survey Response Event to send a follow-up email to customers with a low satisfaction score. You can create a condition based on the satisfaction question so that only customers with a score below a certain threshold receive the follow-up email.
  9. Click the plus sign ( + ) and select Task.
    adding a task to an action
  10. Select the task that will be carried out in the action. For more information about the events available to you, see Defining Tasks.
    choosing an task for the action

    Qtip: Depending on your account permissions and Qualtrics license, not all task types may be available to you. Contact your Account Executive if you have questions about what’s included in your Qualtrics license.
  11. When finished, make sure to toggle your action on.
    toggling the action on

Managing Your Actions

In the Your actions section, you can view and manage your actions.

The Your Actions section of the global actions page

Actions Table

The Actions section contains a table with all of your actions. This table contains the following information about your actions:

the actions table with information about the action

Qtip: If you do not see all of these columns, then you need to resize your browser so it is larger and all columns can be displayed.
  • Name: The name of the action.
  • Trigger: The event that begins the action.
  • Subject: The survey that the action is based on. Alternatively, if the action is a schedule action, then the subject will list when the action will run.
    Qtip: This value may be blank as not all actions need to be connected to a survey.
  • Tasks: The task(s) that are carried out by the action. The icons here correspond to the task icons when setting up an action; hover over an icon to see the name of the task.
  • On/Off: Determines if the action is on (enabled) or off (disabled). You can click the toggle button to turn an action on or off.

In addition to these action details, you can perform various actions to your action by clicking the three dots next to the action.

the actions options dropdown menu

  • Edit: Allows you to edit the event, conditions, and task of your action.
  • Rename: Allows you to give your action a new name.
  • Copy: Allows you to duplicate an existing action.
  • Delete: Allows you to delete an action.
    Qtip: Deleting an action is permanent and will halt any current and future instances of the action. Past instances of the action will still be viewable in the Reporting & History section.

Searching actions

To search your actions, begin typing into the search box in the Actions tab. This search bar will match what you type with action Name, Trigger, Subject, and Task. It will also search the payload of the task.

the search bar at the top of the actions tab

Example: If you have someone who says they didn’t receive an email from an Email Task, you can search for their email address here to pull up the task to see if it failed.
Example: If you want to find all actions that create tickets, you can search “Ticket Task.” Similarly, if you want to find all actions that begin with a survey response, search “survey response”.

Reporting & History

The Reporting & History section lets you see the past runs of your actions and the details about those runs. This section is particularly useful if you have an action that is failing. The Reporting & History will contain information about why the action failed, helping identify and fix the issue. See Reporting & History in Global Actions for more information.
the reporting and history tab in global actions