Want to collect feedback directly from social media conversations? This guide explains how to use the Orlo Inbox to send surveys and gain valuable insights from your audience.
Things to consider ✅
- Users must have 'Configure Surveys' and 'View Survey Report' permissions enabled in the 'User Settings' to create/send surveys and view response analytics.
- To send surveys, users must first configure their survey questions and select the scoring method within the Survey Settings. For detailed guidance on this setup process, please refer to our comprehensive guide on creating surveys.
- Surveys are available on X and FB for private messages.
- Users will need to be in Conversation Mode to send Surveys.
1) Navigate to the 'Inbox' button on the top dashboard.
2) Once you have replied to the message in the inbox, you can select the 'Reply & Resolve' button in the reply box, or the 'Resolve' icon 
in the top message bar. If you have Surveys enabled, the 'Resolve with Survey' option will appear.
Resolving with a Survey using the Resolve icon:
Resolving a message with the ' Reply & Resolve' button:
Example Survey Response in the native app:
The first survey message the customer will receive will be the Score Question that has been set up i the Survey Settings. If a score is provided, the follow-up Comment Question will be sent, and if a comment is provided, the End of Survey Message will be sent:
Other Considerations:
- As a business, you can either use NPS or CSAT as a survey type. You cannot have a combination of survey types across your social accounts.
- A customer can only receive a single survey within a 24-hour period (to prevent survey spamming).