The Link Platform: Sending CX surveys via Link

 In this article:

FAQs

Suggested next article: Link Platform Customization


Link platform overview

The Link platform is the most flexible of any distribution method. Apply URLs and QR codes to a wide variety of interesting channels for your CX projects — email, messages, video chats, web pages, social media, print media, presentations, and more. 

Create custom links with our in-app Link Builder

Learn to create custom links with our in-app Link Builder, which makes adapting, testing, and distributing your links remarkably easy. One program note:

  • The "Edit and send" button has replaced the "Survey people" button

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How the Link platform works

Delighted Links are short URLs that launch surveys. For example, https://delighted.com/t/Bo5cKjF1 launches this survey with a single click. (Try it!)

Click here to take the survey!

QR codes can also be downloaded from the in-app Link Builder. With a simple scan, this image launches the same survey as the link above. (Try this too!)

The value of anonymity

Results from Link surveys are anonymous by design — which is important for studies requiring privacy. Link platform responses appear in the Dashboard with unique identifiers — such as Person (0123456789) — so that anonymous results can be rendered on Permalink pages and aggregated into summative Reports and Link Platform Metrics

Need to collect names and email addresses?

1. Add the “Name” and “Email” Additional question types to your survey so respondents can voluntarily enter their names and email addresses.

2. You can also attach contact information to outgoing links to identify your respondents. It’s a bit technical, so we'll show you how it's done at the end of this article in Appending properties to links. Here's an example:

https://delighted.com/t/Bo5cKjF1?name=Sean&email=sean%40delighted.com&purchase_location=retail

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Setting up the Link Platform

To add the Link platform to an existing survey:

1
Click “Edit and send”
2
Choose “Set up” → seen under the Link platform tile
3
Walk through the basic customization steps → see Link platform customization for details
4
Select “Next: configure"
5
Click the “Copy” icon to the right of the URL → from the in-app Link Builder
6
Paste the link wherever you need it! (See also Testing a link)

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The in-app Link Builder hosts more than a dozen link defining options in one convenient place. It's here where you'll add, differentiate, and customize the links you need for your survey projects. 

As you begin, you'll have two options taking you to the Link BuIlder — plus a way to copy and test your links!

A Add a new link Create new, unique links to this project's survey
B Adjust Settings Make changes to any existing link in the list
C Copy link Click the Copy icon for each individual link as you need them by — either for sending or testing your project

Open your links list and Add a link

To open your Links list and the Link Builder:

1
Click “Edit and send”
2
Select “Adjust settings” → from the Link platform tile
3
From your list of links, choose "Add a new link" → and take advantage of all the editing features in the Link Builder
4
Click "Back to links" → and view your Links list once again

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Here's a quick rundown of the options packed into the in-app Link Builder.

1 Back to links Return to “Your links” list
2 "Gear" icon Change the name of a link
3 Your unique link This is your auto-generated link. This URL and matching QR code never change, even as you update your project
4 Copy link button Click to copy your link to your clipboard
5 Enable vanity URL Check this box to append the name of the link to the end of the URL so you can instantly tell it apart from the other links in your list
6 Prevent multiple submissions If checked, cookies will limit responses from a single device for a 1-month period. (Uncheck to allow unlimited responses from the same device)
7 Download QR code for your link Choose between PNG or SVG image files. (As you click your choice, the QR code will be downloaded.)
8 Add properties to your link Add a "Property name" and a "Property value" for each new property you append to this link
9 How to use links Click to return to this Help Center article
10 Customize appearance Click to open the customization tools for this survey
11 Individual score links Generate a link for each scale point in your survey (ex. 5 links for 5-star surveys or 11 for NPS). Email signature surveys are a great use case
12 Delete this link Delete the current custom link. (This does not delete the data already collected with the link.)
13 Save changes!!! Apply all of the changes you have made to this link

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Use the Link Builder to create as many custom links as you need for your survey. You can define links that will segment responses from different:

  • Locations
  • Team members
  • Points-of-purchase (ex. online, mobile app, or retail)
  • A/B marketing comparisons 
  • Product lines (ex. Kids' vs. Adults' collections)
For example . . .

Think of a company, like Hem & Stitch, that wants to send the same survey to its customers — while also segmenting the performance from several locations! 

In this sample survey, we’ve added links for “Paris” and “Guadalajara. "  Now let’s add a link for a “Chicago” location.

To add a new link: 

1
Click “Edit and send”
2
Choose “Adjust settings” → from the Link platform tile
3
Click “Add a new link” → seen below the list of existing links
4
In the Link Builder, name your new link → (ex. “Chicago”)
5
Click “Save and finish”
6
Select “Back to links” → and return to the Links list
7
Add more links → by repeating steps 3-5

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To test and preview any link in your project's list: 

1
Reopen the Links list → by clicking “Edit and send” followed by “Adjust settings” from the Link platform tile
2
Click the “Copy” icon → next to any link in your list

3
Paste the link into your browser → and press “Enter”
4
Preview by taking your survey!
Why are my test responses being overwritten?

If you test a link more than once, your initial survey response will be overwritten by your new response. The cause is a cookie that throttles respondents to a specific number of responses in a given period, including you!

Here's three ways to avoid this issue:

1 Change the submissions default in the Link Builder → see Preventing multiple submissions
2 Use an incognito browser to test links → as in the example above
3 Clear your browser history before you retest a link

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To filter the results by link, return to your Dashboard and:

1
Click “Add a new filter”
2
Select “Delighted Link Name” → from the list of properties
3
Filter your results → (ex. “Chicago,” “Paris,” and “Guadalajara”)

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QR codes — generating, downloading, and testing

QR codes make sharing a survey on posters, presentations, mailers, receipts, and other visual media super easy!

To download a QR code in either a "PNG” or “SVG" format:

1
Click “Edit and send”
2
Choose "Adjust settings" → from the Link platform tile
3
From your list of links → click “Settings” adjacent to the specific URL for your QR code
4
From the “Download a QR code for your link” section of the Link Builder, choose an image file type → either "PNG” or “SVG”

5
Open the image file → and apply your QR code as needed
6
Scan the image to test your QR code
Can I adjust the size of my QR code image?

Certainly! Set the Property name Delighted_qr_png_size to the desired number of pixels for the QR code image (which will always be formatted in a square). You can also "Remove" the setting if needed. 

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Need to edit the customization settings of your Link project? Not a problem! There are two ways to access customization. The first option is to:

1
Click “Customize appearance” → from the right side of the Link Builder page

The second option is to: 

1
Click “Edit and send”
2
Click on the “Gear” icon → from the Links platform tile
3
Choose "Customize appearance"

About Link survey customization

Read Link Platform Customization — Deep Dive from the Help Center for all of the details. 

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To change or edit the name of a link (ex. "Ireland" to "Dublin") in the Link Builder:

1
Click “Edit and send”
2
Choose “Adjust settings” → in the Link platform tile
3
Click “Settings” → found next to the link you wish to rename
4
In the Link Builder, → click the “Gear” icon next to the current name → (ex. "Ireland") 
5
Enter your new name into the “Edit link” window → (ex. "Dublin")
6
Click “Save changes”

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Good news! Deleting a link does NOT delete any of the responses that you have already collected with the link, so you'll still be able to analyze the results after you take your survey offline. 

To delete a link:

1
Click “Edit and send”
2
Choose “Adjust settings” → in the Link platform tile
3
Select the “Settings” link → from “Your Links” list
4
Click “Delete link” → at bottom of the Link Builder
5
Click “OK” when asked, “Are you sure you want to delete this link?” 
6
You will have one last chance to “Undo” the deletion if you change your mind. (Look for the yellow notification bar)
About the "We can't find the page you’re looking for" error

If respondents see the error message, “We can’t find the page you’re looking for,” chances are the survey has been deleted on the Link builder page

Remember to remove obsolete survey links from social media, email signatures, or wherever else they may live!  

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Using vanity URLs to identify links

The “Enable vanity URL” option will attach the link’s name to the end of the URL string. Flagging URLs in this way simplifies link management by making your links easier to spot! Just make sure the name of the link is something you're okay showing to respondents!

To enable vanity URL identification:

1
Click “Edit and send”
2
Choose “Adjust settings” → in the Link platform tile
3
Click “Settings” → next to the link you wish to flag
4
In the in-app Link Builder → click “Enable vanity URL”
5
Click “Save changes”

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Preventing multiple submissions

As you create a link with the Link Builder, you’ll see the “Prevent multiple submissions” box checked by default:

If “Prevent multiple submissions” is:

Checked The respondent can only respond to the survey once per month. If they submit another response, it will overwrite their prior answer
Unchecked All responses will be received and recorded separately

The cookies below enforce the “Prevent multiple submissions” setting. It only appears once a survey session has been submitted.

Cookie Name Cookie Value Expires
stusrt the survey ID 1 month

Pros and cons: Unchecking “Prevent multiple submissions”

Keeping “Prevent multiple submissions” checked will help you avoid being spammed as you go live. Nevertheless, temporarily unchecking this feature is useful for testing, as you can test a link as often as you like without triggering a cookie or having to use an incognito browser. 

Important: If your study requires you to survey people more than once per month, definitely remove the checkmark in the "Prevent multiple submissions" box and enable multiple responses from the same people each month.

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The in-app Link Builder will "Get individual links for each score," or scale point in your question. One way to use individual score links is in email signatures. (For a detailed walkthrough of how to set this up, visit our Email Signature Surveys article.)

To generate individual links for each scale point:

1
Click “Edit and send” → and choose “Adjust settings” in the Link platform tile
2
Click “Settings” → next to the link you wish to use for your individual links
3
On the right side of the Link Builder → click "Get individual links for each score"
4
Click the “Copy” button → next to each link
5
Paste the individual score links, one by one, wherever you need them.

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Adding properties with the in-app Link Builder

In this section:


Introducing our adding properties video

In this part, we'll explore how you can add multiple layers of properties to each of your links with the Link Builder. Properties can add clarity, specificity, and context to your research. 

See how you can add multiple properties

Watch this video to see how it’s done! Key note:

  • The "Edit and send" button has replaced the "Survey people" button

Need a refresher on properties before diving in deeper? Visit section 5. Managing People and Properties.

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Defining property names and values step by step

Let’s add a new link for agent “Ellie” and layer in the following properties and values:

Property name Property value
Agent Value (number)
Manager Value (text)
Title Value (text)

To learn how to create a new link and append additional properties and values, review this example: 

1
Click “Edit and send” → and choose “Adjust settings” from the Link platform tile
2
Click “Add a new link” → under your list of active links
3
Name the new link → (ex. “Ellie”)
4
Click “Add a property”
5
Enter “Agent” followed by a value → (ex. “003”)
6
Click “Add a property” → enter your associated properties → (ex. “Manager” followed by the value “Sean”)
7
Click “Add a property” one more time → and enter new associated properties → (ex. “Title” followed by the value “Product Manager”)
8
Click “Save changes”

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Filtering by extra properties

To filter incoming results by any of the extra properties you’ve added, return to your Dashboard and:

1
Click “Add a new filter”
2
Select your new properties from the list. (Notice the purple "New" tags.)
3
Filter your results → (ex. “Agent,” “Manager,” and “Title”)

Note: Read all about the different ways to filter your Dashboard here.

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Removing and editing extra properties

To edit property names or values, you must first remove and then recreate the property:

1
Click “Settings” → next to the link in your list that you want to delete or edit
2
In the Link Builder → click “Remove” to the right of the property and value    
3
Optional: To replace the deleted property → click “Add a property”
4
Enter a new “Property name” and “Property value"
5
Click “Save changes”

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Appending properties to links — the traditional method

If you need more flexibility than the Link Builder allows, you can deploy the traditional method of appending properties to survey links as described in this section. 

A common use case for this conventional approach may be to assist in sending email marketing surveys through third-party vendors, adding surveys to Salesforce campaigns, or dynamically sending surveys through certain integrations. (See section 8. Integrating with Other Applications in this Help Center.)

Do you have 5 minutes?

We highly recommend watching this overview video we'll create links in a traditional and highly effective way. It’s well worth your time! Be advised:

  • The "Edit and send" button has replaced the "Survey people" button

There are two key elements to keep in mind when passing customer data via the link:

A Proper encoding of the URL string
B Correct structure for the name, email, and property parameters

A. Proper encoding of the URL string

Keep these next encoding tips in mind when appending attributes to links:

The first parameter should start with `?`, while all subsequent parameters should start with `&` (ex. https://delighted.com/t/Bo5cKjF1?name=Sean&email=hello%40delighted.com)
All special characters should be encoded (ex. %40 encodes the @ symbol). Consider using a URL encoder/decoder to help grab the correct encoding

B. Correct structure for the name, email, and property parameters

Name "name=sean"
Email "email=sean%40delighted.com" (ex. %40 encodes the @ symbol)
Properties "propertyname=value" (ex. "Purchase Location" set to "Retail": "purchase_location=retail")

Capitalization matters for both name and email parameters — which should be lowercase. For properties, you can decide on your own capitalization.

An applied example

With the above in mind, here is an example with the name set to Sean, email set to sean@delighted.com, and "purchase_location" set to "retail":

https://delighted.com/t/Bo5cKjF1?name=Sean&email=sean%40delighted.com&purchase_location=retail

A note about dynamic variables

Many third-party platforms include placeholders or "liquid variables" to pass over information such as recipient email and name parameters. Reach out to your platform's support team to confirm what’s available!

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Why are respondents getting a “We can’t find the page you’re looking for” error

If the link your survey takers are clicking was deleted in the Link Builder, they'll receive an error message saying, “We can’t find the page you’re looking for.” 

There are two options:

  1. Replace the deleted link with a new one
  2. Remove the reference to the deleted link

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Why are newer responses overwriting older responses?

If you’re filling out the survey and older responses are being overwritten, you’re probably running into issues with cookies!

If "Prevent Multiple Submissions" is checked in the in-app Link Builder, any new responses submitted within 30 days will replace the previous answers — as if the survey had only been answered the one time. 

Important: To collect all of the responses regardless of the frequency of their submission, uncheck "Prevent multiple submissions." (Read Prevent Multiple Submissions for all the details.)

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Can I recover personal respondent information from an anonymous response?

No.

If a response is submitted anonymously, Delighted does not capture respondent information like names or email addresses. There is no way to identify who submitted the response.

Need to collect names and email addresses?

Add the “Name” and “Email” Additional question types to your survey so respondents can voluntarily enter their names and email addresses.

Note: You can also attach contact information to outgoing links to identify your respondents. It’s a bit technical, so we'll show you how it's done at the end of this article in Appending properties to links.

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Why are new responses not being recorded?

Double check the version of the link that you've shared with your respondents. Is it the exact same as the link shown within the Link settings page, or does it contain more letters/numbers at the end? If so, you're using what we call the "expanded" link.

Instead, you need to use the base link that we give you in the UI

For context, the "expanded" version of the link is the URL that alters as a result of being submitted on a webpage. You can see this by pasting the survey link into a new tab on your browser and watching it transform to the "expanded" version when you hit enter. 

Important: If you distribute that expanded link, every response that is collected is overwritten by the next one and they will not appear in the Dashboard.

You will need to distribute the correct link if you want to load all of your responses in the Dashboard!

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