Polls and Surveys Automation collects user data—such as opinions, habits, or preferences—through questions sent via SMS, WhatsApp, or RCS. These automations are ideal for customer feedback, market research, and engagement.

You complete three setup steps after selecting New Automation, naming it, and selecting Polls & Surveys:

Delivery - Select the messaging channel and choose the recipients who receive the poll.
Poll - Create your poll by adding an invitation message (optional), setting up your questions, and defining a closing message for participants.
Summary - Review your automation setup and choose whether to launch immediately, schedule it, or save it as a draft.

Delivery

In the Delivery step, you define the delivery channel and the automation recipients.

Currently, three delivery channels are available for the Polls & Surveys automation:

The Delivery section covers delivery channel selection. The Define Recipients section, in Automation Elements, covers recipient selection details.

Poll

In the Poll step, you set up the invitation message, questions, and closure message. You see a preview of the user experience on the right.

Invitation Message

The Invitation Message serves as the automation trigger to request poll participation in SMS-driven polls. Only targeted recipients of this message are aware of the poll.

You expand poll awareness through alternative channels, such as posters, billboards, or on-air announcements. Keywords increase poll participation beyond the initial targeted recipients.

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NOTE
The Invitation Message does not apply for automations when keywords are used as the entry point in the "Recipients" options.

Trigger Keywords

You define one or more keywords that users send to join the poll (e.g., "START", "VOTE"). Trigger Keywords invoke the poll delivery to participants. The platform receives the keyword and delivers the poll questionnaire to that participant.

You enter the trigger keywords in the field at the bottom. These keywords appear in the Invitation Message. The preview screen on the right reflects this.

Questions

You configure the poll questions in this section. Questions are sent to participants after configuration.

The Question Type selected determines how the response options are structured. The platform dynamically adjusts the interface based on the question type (Yes/No, Keyword Response, Multiple Choice) chosen.

Yes/No Questions

This question type requires a binary response: users can reply only with "Yes" or "No".

The message box accepts the question text sent to contacts.
Below the message box, the system automatically assigns the keywords Yes and No as response options. That is, predefined keywords Yes and No appear automatically.

Keyword Response Questions

This question type accepts specific predefined keywords as responses.

The message box accepts the question text sent to contacts.
The Keyword Response field accepts custom keywords that users reply with.
Keywords are not case-sensitive. The keywords "WELCOME" and "welcome" are treated as equivalent entries. Only one of them can be used as a keyword.

Multiple Choice Questions

This question type presents multiple predefined answer choices to respondents.

The message box accepts the question text sent to contacts.
The Answer Prefix setting determines whether answer choices are prefixed with numbers (1, 2, 3) or letters (a, b, c).
The Answer Keyword field accepts answer choices, each limited to 30 characters.
Multiple Choice Questions can have between 2 and 5 answers.
Answer options appear as a "numbered" vertical list, as defined by the radio button settings at the top. Answers are limited to 10 characters each.
You add more answers by selecting the Add Answer button.

Closure Message

The Closure Message confirms participation and shows appreciation. It optionally encourages further interaction. This message is sent after the last question of the poll is answered.

After the poll configuration is complete, you review it on the simulated screen. You click Next to continue creating the automation.

Summary

In the Summary step, you take the final actions on your Polls & Surveys automation.

You review the following elements before submitting:

Delivery Channel: Type of channel (SMS, WhatsApp, RCS) through which the automation was sent.
Sender: The sender type selected during automation setup, used to send the notification message.
Components: The types of components that make up the interactive automation (automation type).
Recipients: Number of recipients who receive the automation.
Applied Filter: Filter type applied.
Automation Expiration: Configured date on which the automation expires.
Throttle Configuration: Set through the slider, the rate at which the messages are sent.
Automation Activation: The automation delivery timing (Live, Now, Schedule, or Save As Draft), available when the delivery channel is SMS or WhatsApp.

The Summary section, in Automation Elements, covers the Summary step settings. You view data and analytics in the Interactive Automation Reports section after delivering the automation.