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Client SurveysGetting Started

Getting Started with Surveys

Enable Surveys

  1. Go to the Surveys page from the sidebar
  2. Click the Settings button in the top-right corner
  3. Toggle Enable surveys ON

The Surveys page is visible in the sidebar for all tiers, but the feature requires a Pro or Max plan. Free users will see an upgrade prompt.

Configure Settings

Once enabled, you can configure:

Delivery Method

Choose how surveys reach your clients:

  • Email (default) - Survey invitation sent via email with clickable star icons
  • SMS - Short message with a survey link (uses SMS credits)
  • Email + SMS - Both methods sent together

Email Fallback

When delivery includes SMS, you can enable Email fallback. If the SMS fails to send (e.g., no credits remaining), the survey will be sent via email instead.

Send Delay

How long after a session is completed before the survey is sent. Options range from 30 minutes to 24 hours. The default is 2 hours.

Choose a delay that makes sense for your business. Too soon and the client may still be on-site. Too late and they may not remember the details.

Frequency Cap

The minimum number of days between surveys for the same client. Default is 30 days. This prevents regular clients from receiving too many survey requests.

Email Alerts

You can receive an email notification whenever a client submits a survey below a certain rating. Configure the threshold (1-5 stars) to match your quality standards.

How Surveys Are Sent

Surveys are processed automatically every 15 minutes:

  1. The system checks for recently completed sessions
  2. For each eligible session, it verifies that surveys are enabled, the coach has a Pro/Max plan, and the frequency cap hasn’t been reached
  3. A survey invitation is queued with the configured delay
  4. Once the delay passes, the email and/or SMS is sent
  5. Survey links expire after 72 hours

What Clients See

In the Email

Clients receive an email with your business name, the service they received, and 5 clickable star rows. Tapping a star takes them directly to the survey page with that rating pre-filled.

On the Survey Page

A simple, mobile-friendly form with:

  • Three star rating rows (waiting time, service quality, professionalism)
  • An optional comment box (500 characters)
  • A microphone button for voice-to-text input (Pro and Max)
  • A submit button

The page displays in the client’s language and works on any device - no app or account needed.

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