Create and send your first Survey

A Survey defines what the guest will answer. An invitation connects an active Survey to a particular Guest and Stay. Creating a Survey does not send it, and a sent email does not mean the guest completed the Survey.

1. Choose a starting point

From the left sidebar, select the Surveys menu.

• Use the Template Library to search or filter published hospitality templates, preview one and clone it into a selected Property.
• Select the Create survey button and start blank, or choose one of the in-stay or post-stay starting points in the creation form.

A cloned Survey is an independent, editable tenant record. Later changes to the Platform template do not rewrite your copy.

2. Create and inspect the Survey

Give the Survey a name, select its Property and optionally add a description. A new Survey can be Draft, Active or Archived, but keeping it Draft while editing is safer. You may make one Survey the Property default; this changes which Survey is preselected later and does not delete the previous default.

Open the Survey to inspect every question. You can add, edit, reorder, duplicate and delete questions when your role permits it. Question type, required state, answer options and measurement settings affect what guests see and how results are calculated.

3. Preview and activate

Use Preview to read the guest-facing questionnaire in each available language. A translated language must be usable before it appears as a delivery choice. When the content and thank-you experience are correct, activate the Survey. Moving an active Survey back to Draft also turns off its automatic sending rules.

4. Prove the first manual path

Open the relevant Stay. You have two distinct actions:

• Send survey email uses an active Survey, the Guest email, the active message setup and your commercial entitlement. It creates one stable communication for that Stay and Survey, then attempts delivery. A repeated click does not intentionally create another chargeable send for the same identity.
• Create survey link creates an invitation in a selected usable language. You can copy an immediate link once, or schedule it for a future time and cancel it before dispatch or completion.

The controls can be unavailable when no active Survey exists, your role cannot act, the Guest lacks a valid email, sending is commercially blocked, the recipient is suppressed, or message/provider configuration is not usable. Check sending readiness for the currently detected Property issues.

Understand the evidence

Queued means work was accepted for processing. Sent means the sending provider accepted it. Delivered requires later delivery evidence. None of these means the guest opened or completed the Survey. The invitation separately records Pending, Opened, Completed, Expired or Revoked.

Prove this manual path before enabling Automation so that Survey content, language, guest data and delivery setup can be checked separately.

Next: Handle your first Response and recovery.