Outcomes

What are Outcome Rules?

• Conditional logic - Trigger actions based on response values
• Multiple conditions - Combine questions with AND/OR operators
• Then/Else actions - Different actions for when conditions are met or not met
• Automation - Automatically execute actions when surveys are submitted
• Integration - Connect with email, Slack, contact groups, and more

Getting Started

Accessing Outcome Rules

1. Open a campaign in edit mode
2. Navigate to the "Outcomes" tab
3. Outcome Rules interface appears
4. View existing rules or create new ones

Understanding the Interface

• Title: "Outcome Rules"
• Add Rule Button: Create a new outcome rule

• Name Column: Rule name
• Questions Column: Questions used in the rule
• Then-actions Column: Actions when condition is met
• Else-actions Column: Actions when condition is not met
• Actions Column: Edit and delete buttons

Understanding Outcome Rules

Rule Structure

• Unique identifier for the rule
• Cannot be changed after creation
• Used to identify the rule

• One or more questions that form the condition
• Each question has an operator and value
• Questions can be combined with AND/OR

• Actions executed when conditions are met
• Can have multiple actions
• Executed in sequence

• Actions executed when conditions are not met
• Optional (can be empty)
• Can have multiple actions

How Rules Work

1. System evaluates all outcome rules
2. Checks if question conditions are met
3. If conditions met → Execute "Then" actions
4. If conditions not met → Execute "Else" actions
5. Actions execute automatically

• Rule: "Low Satisfaction Alert"
• Condition: Rating question "is" less than 3
• Then: Send email notification to manager
• Else: (no action)

Viewing Outcome Rules

Rules Table

• Rule name
• Bold text for emphasis
• Unique identifier

• Lists all questions in the condition
• Comma-separated list
• Shows question titles

• Actions when condition is met
• Comma-separated list
• Shows action descriptions
• Shows "-" if no actions

• Actions when condition is not met
• Comma-separated list
• Shows action descriptions
• Shows "-" if no actions

• Edit Icon (pencil): Edit the rule
• Delete Icon (trash): Delete the rule

Creating a New Outcome Rule

Step 1: Open Create Dialog

1. Click "Add Rule" button
2. Create dialog opens
3. Configure rule step by step

Step 2: Name the Rule

• Enter a descriptive name
• Required: Cannot be empty
• Unique: Must be different from existing rules
• Cannot be changed: Name is permanent after creation

• Use descriptive names
• Include condition or purpose
• Examples: "Low Rating Alert", "High Satisfaction Follow-up", "Negative Feedback Escalation"

• Name is required
• Must be unique
• Error message shows if name exists

Step 3: Configure Questions (Conditions)

1. Use "Add a question" dropdown
2. Select a question from your survey
3. Question appears in selected questions list
4. Configure operator and value

• Boolean (Yes/No)
• Text (Short text)
• Comment (Long text)
• Rating (Star ratings, scales)
• Dropdown (Single choice)

• Operator: Automatically set to "is" (cannot be changed)
• Value: Select "Yes" or "No" (uses your question labels)

• Operator:

• "exists" - Response has text
• "does not exist" - Response is empty

• Value: Not applicable (operator determines condition)

• Operator:

• "is" - Rating equals selected value(s)
• "is not" - Rating does not equal selected value(s)

• Value: Select one or more rating values (multi-select)

• Operator:

• "is" - Answer equals selected choice(s)
• "is not" - Answer does not equal selected choice(s)

• Value: Select one or more choices (multi-select)

• Add additional questions from dropdown
• Questions appear in sequence
• Configure each question separately

• Between questions, select AND or OR
• AND: All conditions must be met
• OR: At least one condition must be met

• Question 1 AND Question 2: Both must be true
• Question 1 OR Question 2: Either can be true
• Complex: (Q1 AND Q2) OR Q3

Step 4: Configure Then-Actions

• Actions executed when conditions are met
• Can have multiple actions
• Executed in order

• Sends email notification
• Configuration:

• Enter email addresses (comma-separated)
• Example: "manager@example.com, team@example.com"

• Use Cases: Alert team of important responses, notify managers of issues

• Adds respondent to a contact group
• Configuration:

• Enter contact group name
• Group must exist (or will be created)

• Use Cases: Segment respondents, add to follow-up lists

• Posts message to Slack channel
• Configuration:

• Slack Webhook URL: Your Slack webhook (required)
• Channel: Channel name (e.g., "#support")
• Message: Optional custom message (supports variables like {{respondent}})

• Use Cases: Team notifications, real-time alerts, integration with workflows

1. Select action type from dropdown
2. Fill in required fields
3. Click "Add" button
4. Action appears in actions table
5. Can add multiple actions

• Shows all configured actions
• Remove Icon: Remove an action
• Actions execute in listed order

Step 5: Configure Else-Actions (Optional)

• Actions executed when conditions are not met
• Optional - can be left empty
• Same action types as Then-actions

• Different follow-up for non-matching responses
• Positive reinforcement for good responses
• Alternative workflows

• Then: Send alert for low ratings
• Else: Send thank you for high ratings

• Same process as Then-actions
• Select action type
• Configure fields
• Click "Add"

Step 6: Save the Rule

• Verify rule name is unique
• Ensure at least one question is configured
• Check actions are properly configured
• Review rule logic

1. Click "Add Rule" button (or "Update Rule" if editing)
2. Rule is saved to campaign
3. Dialog closes
4. Rule appears in table
5. Success notification appears

• Rule name required and unique
• At least one question required
• Actions must have required fields filled
• Save button disabled if invalid

Editing Outcome Rules

How to Edit

1. Find the rule in the table
2. Click the Edit Icon (pencil)
3. Edit dialog opens with current configuration
4. Modify any settings (except name)
5. Click "Update Rule" to save

• Questions and conditions
• Operators and values
• AND/OR logic between questions
• Then-actions (add, remove, modify)
• Else-actions (add, remove, modify)

• Rule name (permanent after creation)

• Same interface as creating
• Pre-filled with current values
• Make changes as needed
• Save to update

Deleting Outcome Rules

How to Delete

1. Find the rule in the table
2. Click the Delete Icon (trash)
3. Rule is deleted immediately
4. Success notification appears
5. Rule removed from table

• ⚠️ No confirmation dialog - deletion is immediate
• Cannot be undone
• Rule and all configuration removed
• Actions will no longer execute

• Verify you're deleting the correct rule
• Consider if rule is still needed
• Note: No confirmation, so be careful

Understanding Action Types

Notify by Email

• Sends email when condition is met
• Email sent to specified addresses
• Can include multiple recipients

• Emails: Comma-separated list
• Example: "manager@example.com, team@example.com"

• Alert managers of low ratings
• Notify team of negative feedback
• Send updates on important responses

Add Contact to Group

• Adds respondent to contact group
• Group can be used for follow-up campaigns
• Useful for segmentation

• Contact Group: Group name (text field)
• Group created if it doesn't exist

• Segment respondents by response
• Create follow-up lists
• Organize contacts for targeted campaigns

Post to Slack

• Posts message to Slack channel
• Uses webhook for integration
• Supports custom messages

• Slack Webhook URL: Required webhook URL
• Channel: Channel name (e.g., "#support", "#alerts")
• Message: Optional custom message

1. Create Slack webhook in Slack workspace
2. Copy webhook URL
3. Paste into "Slack webhook URL" field
4. Enter channel name
5. Optionally customize message

• Supports dynamic content
• Example: "New response from {{respondent}}"
• Variables replaced with actual data

• Real-time team notifications
• Alert channels for issues
• Integrate with team workflows

Best Practices

Rule Naming

• Include condition or purpose
• Examples: "Low Rating Alert", "High Satisfaction Follow-up"
• Make purpose clear from name

• Use consistent format
• Include trigger condition
• Indicate action type if helpful

Condition Design

• Start with single question conditions
• Add complexity as needed
• Test rules before deploying

• Use questions with clear outcomes
• Boolean and rating questions work well
• Text questions for existence checks

• Use AND for strict requirements
• Use OR for flexible conditions
• Avoid overly complex combinations

Action Configuration

• Choose actions that add value
• Don't over-automate
• Test actions before going live

• Use specific email addresses
• Avoid spamming with too many notifications
• Consider notification frequency

• Use meaningful group names
• Plan group structure in advance
• Keep groups organized

• Test webhook before deploying
• Use appropriate channels
• Customize messages for context

Testing Rules

1. Create test rule with simple condition
2. Submit test survey response
3. Verify actions execute correctly
4. Check email/Slack notifications
5. Verify contact group assignment

• Start with simple rules
• Test both Then and Else paths
• Verify all actions work
• Check for errors or issues

Common Use Cases

Example 1: Low Rating Alert

• Question: "Overall Satisfaction" (Rating)
• Operator: "is"
• Value: 1 or 2 (low ratings)

• Notify by Email: "manager@example.com"
• Post to Slack: "#support" channel

• (None)

Example 2: Positive Feedback Follow-up

• Question: "Would you recommend us?" (Boolean)
• Operator: "is"
• Value: "Yes"

• Add Contact to Group: "Promoters"

• (None)

Example 3: Negative Feedback Escalation

• Question 1: "Satisfaction Rating" (Rating) "is" 1 or 2
• Operator: AND
• Question 2: "Comments" (Comment) "exists"

• Notify by Email: "support@example.com, manager@example.com"
• Post to Slack: "#critical-issues" with custom message

• (None)

Troubleshooting

• Verify conditions are correctly configured
• Check question types are supported
• Ensure operators and values match
• Test with sample response
• Check for errors in console

• Verify action configuration is complete
• Check email addresses are valid
• Verify Slack webhook is correct
• Ensure contact group exists
• Review error messages

• Check rule name is unique
• Verify at least one question is selected
• Ensure required action fields are filled
• Check for validation errors
• Try refreshing page

• Verify rule exists
• Check you have edit permissions
• Try refreshing page
• Contact administrator if persistent

• Refresh the page
• Check for error messages
• Verify rule exists
• Try again

Quick Reference

Supported Question Types

• Boolean (Yes/No)
• Text (Short text)
• Comment (Long text)
• Rating (Star ratings, scales)
• Dropdown (Single choice)

Available Actions

• Notify by Email
• Add Contact to Group
• Post to Slack

Operators by Question Type

• Boolean: "is" (Yes/No)
• Text/Comment: "exists", "does not exist"
• Rating/Dropdown: "is", "is not"

Common Workflows

1. Create Rule: Add Rule → Configure → Save
2. Edit Rule: Edit Icon → Modify → Update
3. Delete Rule: Delete Icon → Confirmed

Need More Help?

• Campaign name
• Rule name (if created)
• Question types you're using
• Actions you're trying to configure
• Any error messages
• Screenshot of the issue