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Gainsight Inc.

In-Line Survey Overview

In-Line Surveys allow you to display an NPS® or a single select survey question directly in an email. This article will provide an overview of this feature, and walk you through how to embed an in-line survey within an email.

Note: This feature is only supported as part of a Program (formerly known as Adv. Outreaches) and in Email Templates 2.0.

Adding In-Line Surveys to Email Templates

Admins must add a question placeholder to Email Templates that are used as part of an Inline Survey. Within the Email Template, select Question under the Survey drop-down. For more information on creating Email Templates, refer to Create Journey Orchestrator Email Templates. (formerly known as CoPilot)


Adding In-Line Surveys to Programs

After creating your email template, the in-line survey will need to be selected as part of an Program for it to be sent. For more information on Programes, refer to How to Configure Programs (Path).

The in-line survey can be selected within an Program's initial configuration page. After selecting to create new outreach, take the following steps:

  1. Select a survey model from the model drop-down field.
  2. Select the survey you would like to use as part of your Program from the survey field.
  3. Click the checkbox for "Does your email template have in-line survey questions?"
  4. Select the question you would like to use as the in-line survey question. Only single-select questions on the first page of the survey will be available for selection.

Note: In-line NPS® questions will not display Smiley icons, even if they have been configured to display them, in the email template or in the delivered email.

inline survey overview survey selection.gif

In-line Survey Templates

Out-of-the-box templates for in-line survey questions are available to include with a Program. Select the template using the paint bucket icon on the configuration screen for Programs survey models after selecting your inline survey question.

inline survey template selection.gif

NPS® and single answer questions with the Drop-Down and Radio question type are supported for in-line survey templates. The templates are not configurable. For non-NPS® questions with more than 5 answers, only the base template will be available for selection. The base template is selected in the image below.


Answering In-Line Surveys

After recipients click on an answer within the email for the in-line survey, they will be redirected to the survey response page. They can then click the submit button to submit the response. 

For multi-question surveys, respondents will be directed to the rest of the survey after they answer the initial inline question. We recommend selecting the most crucial single-answer question as the inline question. This allows you to capture the user’s response to your most important question, even if they do not complete the rest of the survey.

If you have questions or feedback about the feature explained in this article, please share them on

NPS, Net Promoter, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.
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