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TextFlow

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About TextFlow

You can automate workflows based on topics and sentiments in customer feedback. You can target topics you’ve created yourself in Text iQ, or pull from Qualtrics’ library of topics. When basing workflows on sentiments, you can target the overall sentiment of the response, or specify by topic.

Example: You are collecting general company feedback in a customer-facing survey. Whenever negative sentiment is detected relating to a certain team or function, you want to make sure the right people get a notification. You create a workflow for each team, and specify the topics and sentiments that should trigger their notifications.
Example: When the topic of “support” is mentioned negatively in feedback, we send a Slack message to the head of the Support Team and an email to all the Support Team’s managers.

Text iQ and Survey Setup

When using Text iQ to power your workflows, you have the option of using your own analysis or pulling from a library of topics Qualtrics has provided. If you want to use your own analysis, then the very first step is to make sure you have a survey with a text entry question in it. From there, you need to collect at least one response before you can start building topics in Text iQ.

Below are some resources to help you get started on Text iQ.

Setting Up Workflows Based on Text iQ

Qtip: You can also set up workflows like these in the global Workflows page, but given that these kinds of workflows are always linked to a specific survey, it’s usually easier to use the Workflows tab in a survey.
  1. Navigate to the Workflows tab in your survey.
    choosing create a new workflow and then event based
  2. Click Create a workflow.
  3. Choose Event-based.
  4. Select survey response.
    Picture of new window with lists of events, survey event at the top
  5. Determine when you want the workflow to be triggered.
    Another new window where you select "response created"
    Qtip: Most often, you will select Response created, especially if you have automatically tagged topics.
  6. Click Finish.
  7. Add a condition.
    Image of action with a survey repsonse event in it. Below the event, the plus sign is clicked, revealing an option for "conditions"
  8. In the first dropdown, select Question.
    Image of a condition in an action
  9. Select the text entry question where you ask for feedback.
  10. Select the field again.
    Qtip: This step is most helpful for forms, where there might be multiple answers provided in one question.
  11. Select one of the following:
    • Topic is: Choose from topics you created or from topics developed by subject matter experts at Qualtrics.
      Image of a "topic is" condition being built, with the library of topics expanded
      You can then determine if the workflow is only supposed to be triggered if the topic is detected / not detected, or if you want to detect a specific sentiment for this topic only.
      Showing the final options for a "topic is" condition, which is where you choose between the topic is detected, isn't detected, or to move to topic-specific sentiment
    • Sentiment is: Base the workflow on the overall sentiment of the feedback response.
      Image of a sentiment condition
  12. Add additional conditions as needed. See Creating Conditions for more guidance.
    Indicating "crete condition" buttons where you can add more

    Example: When the topic of “support” is mentioned negatively in feedback, we want to send a Slack message to the head of the Support Team – but only if a second topic, “support site,” is never mentioned. (Note that to accomplish this, the example below says “All of the following are true.”) This is because the support site is run by a separate team, who we’ll create a separate workflow for.
    All of the following are true: the topic "support" has negative sentiment when people fill out this feedback question, and the topic "support site" isn't detected
  13. Add the desired task to your workflow.
    Image of an action. Under the conditions is a plus sign that, once clicked, has a "Tasks" option

    Example: Send a Slack message, an email, a Microsoft Teams message, or even an in-Qualtrics notification to the team you’re escalating this feedback to.

Qtip: Once your task is configured, make sure it is enabled.

The same notification as the above, but the warning text is gone, and the "turn on/ off" column is set to on

FAQs