The Email Platform: Sending CX surveys via Email

In this article:

• Powerful Email Surveys made simple.
• Setting up your Email platform.
• Sending your Email surveys.
• Uploading email addresses with a CSV or Excel file.
• Testing and previewing your Email surveys.

FAQs

• How do I edit & reschedule my Autopilot sends?
• How do I edit text and alter my survey's logo and colors after the initial setup?
• How do I send Email Reminders?
• How do I add the Email platform to an existing CX project?
• Do Delighted surveys avoid spam filters?
• Can I see who has bounced or unsubscribed after sending emails?

Suggested next articles: CX Customization Basics and Autopilot Sends

Introductory video

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Powerful Email Surveys made simple

The CX Email platform is a powerful and popular way to connect with your customers and collect their feedback. 

Send email surveys directly from Delighted or integrate with your favorite CRM for a seamless workflow.

Delighted automatically embeds the first question in your email — ensuring optimal accessibility and readability across desktop and mobile.

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Setting up your Email platform

You automatically set up the Links platform the instant you created your questionnaire. What does this mean for your Email survey distributions?

It means much of your work is complete — like adding a logo, entering Additional questions, or tweaks to your Thank you page! 

To add the Email platform to your survey:

1

Select “Edit and Send”

2

Click "Set up" → from the bottom of the Email tile

3

If necessary: Re-enter your "Brand/Product name" → (ex CSAT)

4

Optional: Adjust the Email version of your customization by updating your:

1. Branding; 2. Metric question; 3. Email settings; 4. Intro message and translation; 5. Comment question; 6. Additional questions; 7. Thank you page; 8. Change your CX metric; 9. Desktop/Mobile

Learn all the details in CX Customization Basics

About "Additional questions" and "Thank you pages" for your Email distributions

6	Select “Additional questions" and click "Turn on"	Turn on, add new, or edit up to 10 Additional questions to your CX survey's Email distribution. IMPORTANT: If you added Additional questions during your initial Link setup, click "Turn on" to include them in your Email distributions. (This is a precaution because not all Link questions make appropriate Email questions.) Take time to add, edit, or delete questions so they better fit your Email respondents. See our Additional questions article for all of the questionable details.  Note: Deleting or editing questions in the Email platform will not delete or change the questions in the Link platform version of your survey.
7	Choose “Thank you page"	Customize your "Thank you page" specifically for Email sends and unlock the power of post-survey engagement and links. See our Thank you pages article for all the details. Note: Editing the Thank you page in the Email platform will not change the Thank you page in the Link platform version of the survey.

5

When you're ready to start sending your survey, click "Skip to import" 

→ or select "Next: Import people" from the Thank you page

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Sending your Email surveys

There are two sending options:

Type, paste, or upload your email list into either option above. 

Watch how easily 11 people are added to Autopilot from a .csv spreadsheet file. 

How do I edit & reschedule my Autopilot sends?

You can use both One-time and Autopilot sends in combination. For example, launch a One-time send to capture a benchmark, then schedule Autopilot evergreen sends every 3, 6, or 9 months to track progress over time.

To adjust the frequency of your Autopilot sends:

1

Click "Edit and Send"

2

Select "Adjust Autopilot settings" from the "Gear" menu

3

Reset the frequency of your Autopilot sends!

Note: You can also "Turn off Autopilot" or "Export" your autopilot list from this page

Learn much more in this Autopilot Sends article.

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Uploading email addresses with a CSV or Excel file

Type, paste, or upload your addresses into the Email entry box. 

If you are uploading with a CSV or Excel file, enter "Email" in the column header containing your email addresses. (Don't worry if you leave someone out — you can add them to your file and simply upload the entire list again.)

Here’s an example of that required formatting:

If there is no column label entitled "Email," Delighted will return this error message:

Delighted removes duplicate email addresses

As a CSV or Excel file is uploaded to Delighted, we'll automatically remove any rows with duplicate emails, only processing the first instance of each email per file.

However, to ensure your contacts are up to date, scan for duplicates before importing.

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Testing and previewing your Email platform surveys

Sending yourself a test email is a great way to experience Email platform surveys like your customers will — without using any of your survey volume or affecting your CX metric.

To send a test email:

1

Click on "Edit and send"

2

Click on the "Gear" icon

3

Choose “Edit survey”

4

Under "Email settings" → enter your email address → and click “Send”

Note: Testing takes you through the entire survey flow — but your responses will not be saved to the Dashboard!

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How do I edit text and alter my survey's appearance after the initial setup?

Go back and edit your survey at any time by:

1

Clicking "Edit and send"

2

Opening the "Gear" menu

3

Choosing "Edit survey"

4

Make any of theses changes → while remembering to Save!

1. Branding; 2. Metric question; 3. Email settings; 4. Intro message and translation; 5. Comment question; 6. Additional questions; 7. Thank you page; 8. Change your CX metric; 9. Desktop/Mobile

Learn all the details in CX Customization Basics

Can I change out my CX metric question?

You can't change your CX metric question once the project has been set up with one or more of its distribution platforms. Instead, you'll want to delete the project and start again.

See Can I change my CX metric question? for more information.

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How do I send Email Reminders?

Reminders can be sent one week after the initial send to anyone who hasn’t opened the original survey email. Reminders provide a proven way to increase response rates by reengaging with those who may have overlooked the survey. 

To enable Reminders:

1

Click "Edit and send"

2

Click on the "Gear" icon 

3

Choose “Configure Reminders”

4

Click “Turn on” → (click "Turn off" to stop sending reminders)

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How do I add the Email platform to an existing CX project?

To add the Email platform:

1

Pick "Edit and send" 

2

Choose "Set up" → on the Email platform tile

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Do Delighted surveys avoid spam filters?

Yes.

Delighted surveys have exceptional deliverability rates. Our team continually runs our surveys through testing to ensure the highest rate of spam avoidance, optimal rendering (based on device and Email platform), and more.

If you have any questions about your account and deliverability, feel free to click the purple Beacon Help icon in the bottom-left corner of your screen and start a conversation with our Concierge team.

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Can I see people who bounced or unsubscribed after sending emails?

Yes!

Check out more information on managing bounces and unsubscribes in 5. Managing People and Properties.

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