SurveyMonkey: Email and SMS reminders for uncompleted surveys

In this article

The following article describes the behaviour and how to use email and SMS of survey reminders.

• Overview
• Feature requirements
• Behaviour of reminders (inheritance and settings)
• Enable survey reminders on your platform
• Send survey reminders for your events
• Disable survey reminders (platform-wide)

Overview 

You can set automated survey reminders to be sent to registrants that have not completed their SurveyMonkey feedback survey sent by Arlo. Reminders can be sent by email or SMS.

You can choose when reminders should be sent (relative to the original survey date and time) and the reminder content. You can send up to three reminders for each communication type, e.g. three separate SMS and email each. 

Reminders will not be sent to registrants who have completed their survey, opted out, or have been marked as not attended.

Feature requirements

The following requirements must be met in order to use the survey reminders feature. If you need assistance with this contact Arlo Support.

• Arlo: SurveyMonkey integration is only available on Arlo Professional and Enterprise plans only. 
• SurveyMonkey: You will need SurveyMonkey's Select (Standard) plan or above with the following scopes enabled. Contact SurveyMonkey to assist with this.
  
• Esendex (SMS only): You will need to have an existing Esendex account to use SMS reminders. Learn how to connect Arlo to Esendex.
• Custom Variables: You must have the following custom variables enabled in Arlo to use reminders. 
  

Behaviour of reminders (inheritance and settings)

All reminders

• You can define default reminder messages and sending schedule at the platform level, 
  • New events and templates created after this (with surveys enabled) will inherit these settings.
  • Existing events and templates with surveys enabled will keep their existing settings (and need reminders to be enabled manually).
• If you edit the reminder message or sending schedule at the event template level, 
  • This has no impact on the platform-wide settings.
  • New events created using the template will inherit the template settings.
  • Existing scheduled events will only be updated if the admin selects the ‘update’ option.
    
• If you edit the reminder message or sending schedule at the event level,
  • This has no impact on platform settings.
  • This may update the template settings if the user selects ‘update’ option.
    
  • New events created using that event template will either inherit the template settings or platform default, depending on the choice made above.

SMS reminders

• Any phone numbers captured outside of the UK should be formatted in Arlo using international format without special characters. E.g. If you are sending reminders to registrants in France, their mobile number would need to be formatted in Arlo with their country code, e.g. 33XXXXXXXXX. You can also start international numbers with 00 followed by the country code and number.
• SMS messages are sent to the number in the registrant's mobile phone field in Arlo. We recommend you add this to your registration forms before enabling SMS reminders, for example:
  

Enable survey reminders on your platform

Important: If you have set up SurveyMonkey integration in Arlo prior to November 2018, you will need to disconnect and reconnect your Arlo-SurveyMonkey integration to enable the reminders feature.

• Ensure that your Arlo platform is connected to Esendex.
• Open the Settings menu.
  
• Select SurveyMonkey.
  
• Select Surveys are sent through Arlo.
  
• Select the Custom variables you would like Arlo to send to Survey Responses. Learn more about custom variables. Arlo recommends the following settings:
  
• From the Reminders section, click Enable if you would like email and SMS survey reminders to be turned on. 
  
• Press Edit, and review and edit the default subject and email body text for both types of reminders. All new events and templates with surveys enabled will inherit these settings. Note: Arlo will calculate approximately how many SMS will be sent when editing the SMS message (as SMS are broken into 428 character messages).
  
• Send a test SMS to yourself or a colleague to ensure the SMS integration is working.
  
• Choose the default reminder schedule for your new events and templates with surveys enabled to use. You can enable up to three of each reminder type (SMS and email). 
  
• Press Save and close.
• Press Save. Note: Enabling the reminders feature will not enable reminders for existing event templates and events. This will need to be done manually. If you would like to enable reminders for a large number of existing events, contact Arlo Support.
  

Send survey reminders for your events

• Create a new event with a survey and survey reminders
• Add a survey and survey reminders to an existing scheduled event

Disable survey reminders (platform-wide)  

The following instructions explain how to off all reminders that have been enabled on templates and events and will stop any scheduled email and SMS reminders from being sent.

Disable email reminders

• Open the Settings menu.
  
• Select SurveyMonkey.
• From the Reminders section, Disable email reminders.
  

Disable SMS reminders

• Open the Settings menu.
  
• Select SurveyMonkey.
• From the Reminders section, Disable SMS reminders.