Write survey answers back to the Salesforce records your teams already use
Responsly writes the survey answers you map onto the matching Salesforce record as they arrive — Contact, Lead, Opportunity, or Case. NPS scores become number fields, qualification answers become picklist values, open-ended feedback becomes long text, and every field is immediately available to Flows, reports, dashboards, and the sales reps preparing for their next call.
Salesforce already captures what you do with customers: emails, calls, deal stages, case histories. What it rarely captures well is what customers think — how satisfied they are, what they need next, and why they churn. The survey integration closes that gap by putting direct customer voice on the same records your teams already live inside.
Replacing GetFeedback Direct in Salesforce
GetFeedback Direct retires on December 31, 2026. If your team used it to survey customers from Salesforce, what you have to rebuild is smaller than a full platform migration. The Salesforce side comes down to five jobs, and each one maps onto a specific setting in Responsly:
| The job | How it works in Responsly | Where you set it up |
|---|---|---|
| Send a survey when something happens in Salesforce (a Case closes, an Opportunity is won) | A record-triggered Flow sends a Salesforce email template with the Responsly survey link. Merge tags in the link identify the Contact and the Case. | Survey link tab, then Flow Builder |
| Write the answers back to the record | Each question maps to a field on Contact, Case, Account, Opportunity, Lead, or any custom object | Update objects tab |
| Keep each response attached to the right Case and Contact | The IDs passed in the link (contact_id, case_id) link the records through object relationships | Objects relationships tab |
| Tag responses by program | A static value stamps every response, for example Survey_Name__c = Post-Support CSAT | Static values tab |
| Report scores inside Salesforce | Mapped fields are ordinary Salesforce fields, so Report Builder, dashboards, and list views use them directly | Salesforce reports |
Three things are worth doing before the cut-off, in this order:
- Export your response history from GetFeedback while you still have access. Historical NPS and CSAT are what keep the trend line readable after the switch. Without them, every score starts from zero.
- Write down your mappings. List which Salesforce event triggered which survey, and which question wrote to which field. That configuration lives in Direct, and you should not count on reaching it once the account closes. It is the part teams most often have to reconstruct from memory.
- Rebuild the trigger in Flow Builder, not as a Workflow Rule. Salesforce ended support for Workflow Rules and Process Builder on December 31, 2025. Existing rules still run but get no fixes, so the migration is the natural moment to move the survey trigger into a Flow.
Salesforce write-back is on the Professional plan (from $250/month, billed yearly) and on Enterprise, not on Essential. For the full shutdown timeline, see the GetFeedback migration guide. To see how the replacements compare on price and Salesforce write-back, see GetFeedback alternatives.
Why survey data belongs inside Salesforce, not beside it
Many teams run satisfaction programs in a separate tool. The results sit in a monthly dashboard somebody reviews during QBRs, and the information never reaches the people who could act on it. Meanwhile, Flows fire on activity-based triggers, scoring models guess at intent, and Service Cloud routes cases without any sentiment signal.
When survey responses live on Salesforce records:
- Automation reacts to sentiment, not only to activity. A Contact whose NPS drops below six enters a retention Flow. A Lead whose qualification answers place them in your ICP can be assigned to enterprise sales by a Flow. These signals are stronger than “opened three emails.”
- Scoring reflects stated intent. A prospect who tells you their budget is $50K and timeline is Q2 scores differently than one who only downloaded a whitepaper. Self-reported data closes the inference gap that activity-based scoring rules have to guess around.
- Sales and service conversations start informed. Reps see the last demo rating, the buying concern, or the support CSAT score directly on the record before dialing. The opening shifts from “How are things going?” to “You mentioned pricing was a concern last week — here’s how customers at your size typically handle that.”
- Reporting connects sentiment to revenue. A dashboard that combines NPS trend, churn rate, and pipeline velocity gives leadership a single view of how satisfaction drives commercial outcomes — all inside tools the team already uses.
Connecting Responsly to Salesforce
The integration connects through Salesforce’s OAuth authorization. Setup is admin work in your survey’s Connect tab and in Salesforce Setup, with no developer needed.
- Authorize your Salesforce org. In the survey’s Connect tab, choose Salesforce, log in through the pop-up, and authorize Responsly. Connect a Sandbox for testing, then switch to Production before launch.
- Identify the respondent. Add Salesforce merge tags to the survey link (Contact or Lead email and ID, Case ID) so every response is tied to the right record.
- Map questions to Salesforce fields. For each question, pick the object (Contact, Lead, Account, Opportunity, Case, or a custom object) and the field it writes to. Create the custom fields in Salesforce first. A Contact Form question can create a new Lead, Contact, or Account instead.
- Send it from Salesforce. Put the survey link in a Salesforce email template and send it from a record-triggered Flow, for example when a Case closes.
- Test, then go live. Complete the survey as a test Contact and check that the mapped fields update on the record.
Most question types can be mapped to a text field. Numeric questions (NPS, CSAT, ratings, sliders) can also go to number fields, single-choice answers to picklists, and multi-select answers to multi-picklists; matrix and other composite answers are sent as readable text.
Lifecycle-aligned survey strategy across Sales and Service Cloud
Salesforce lifecycle stages and case statuses are natural survey triggers — and each stage benefits from a different kind of feedback.
Lead stage: qualification that replaces guesswork
Consider a B2B SaaS team that adds a three-question qualification survey to their post-content-download email: company size, purchasing timeline, and primary use case. Responses sync to the Lead record and feed a record-triggered Flow.
What this changes in practice:
- Sales-accepted lead rates rise, because survey-qualified leads match ICP before handoff.
- Time-to-first-meeting drops as reps prioritize high-intent leads immediately.
- Scoring rules can add points for signals like “enterprise + immediate timeline” straight from the mapped fields.
A short, focused survey often outperforms a five-field progressive-profiling form that leads abandon partway through—because completion happens inside the email. For more, see our guide to voice of customer programs.
Opportunity stage: post-demo feedback that accelerates pipeline
After every demo, a Salesforce Flow sends a three-question survey: overall rating, primary buying concern (multi-select), and “What would make your decision easier?” Responses write back to the Opportunity record and branch the pipeline workflow:
- Rating 4–5 + short timeline — Flow creates a task to send a proposal within 24 hours and moves the stage to “Proposal Sent.”
- Rating 4–5 + “internal approval” concern — Flow sends an ROI calculator and executive summary, then schedules a follow-up task for two weeks.
- Rating 1–3 — Flow alerts the sales manager, pauses any nurture sequence, and surfaces the verbatim comment on the record.
The payoff: demo-to-proposal conversion tends to climb, because most “stalled” deals hide a specific concern a rep can address — the survey is simply what surfaces it.
Customer stage: NPS and CSAT that feed Service Cloud routing
Customer satisfaction surveys post-onboarding, quarterly NPS, and case-close CSAT all land on Contact and Case records. Detractors can auto-enroll in a retention Flow while promoters get a referral nudge. On Cases, a low CSAT after resolution can re-open the Case and route it to a senior agent, closing a feedback loop that dashboards alone never do.
Use survey fields in Salesforce reports and dashboards
Once mapped, survey fields behave like any other Salesforce field:
- Build an NPS by account report grouped by Account Owner to spot at-risk portfolios.
- Create a CSAT by agent dashboard from Case surveys to inform coaching.
- Filter Opportunities by post-demo rating to prioritize pipeline review meetings.
- Add survey fields to list views so reps sort their work by customer sentiment, not only by last activity date.
For structuring feedback questions that drive these reports, see our guide to multiple choice questions.
Practices for Salesforce survey automation
Trigger surveys from Flows, not standalone blasts. Embedding survey links in lifecycle Flows ensures feedback arrives at the right moment — after onboarding, after close-won, after case resolution. Surveys that arrive in context are more likely to be completed.
Store raw scores and computed segments separately. Keep the numeric NPS in a number field for trend analysis, and derive a “promoter / passive / detractor” value in Salesforce for Flow triggers and reports. Both are useful, for different purposes.
Respect field-level security on survey fields. Only expose survey fields to the roles that need them. Reps should see the CSAT and comments on their accounts; managers often need aggregated views.
Let survey data override behavioral assumptions. If behavioral signals suggest a customer is engaged but the survey says otherwise, trust the survey. Use skip logic so respondents only answer what is relevant to their context.
Measure the revenue impact of survey-driven Flows. Compare a generic cross-sell Flow against one conditioned on survey data. The revenue delta is the ROI of the integration — and it is usually the easiest number to defend in a budget review.
What data syncs to Salesforce
Each submission can update the target record with:
- numeric scores for NPS, CSAT, CES, and star ratings,
- picklist values for single-select qualification and segmentation questions,
- multi-picklist values for multi-select answers,
- true/false values for yes/no and consent questions,
- long text for open-ended feedback,
- dates in
YYYY-MM-DDformat, - static values that tag every response, such as the survey name,
- links between related records, for example a Case and its Contact, through object relationships.
This data sits alongside Salesforce’s native pipeline, service, and marketing data — giving every Flow, report, and rep a complete picture of both behavior and sentiment.
Make every Salesforce workflow smarter with customer feedback
Connect Salesforce to Responsly and send surveys at the moments that matter across the lifecycle. Let every rating, concern, and suggestion steer the next Flow, the next task, and the next deal — CRM automation that listens as carefully as it acts. For B2B marketing teams, pair this with the Pardot integration to drive lead scoring and nurtures from survey responses. For Zoho CRM teams running a similar stack, see the Zoho CRM integration. For complex multi-tool routing beyond the CRM sync, see n8n.
To set it up, follow the Salesforce integration guide, or the post-support survey automation walkthrough for closing the loop on Service Cloud cases.
