Trigger reminder for account manager along with customer | Experience Community
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MichaelC
Former XM Community Team Member
1 year ago
Question

Trigger reminder for account manager along with customer

  • August 27, 2026
  • 1 reply
  • 11 views
QPN Level 3 ●●●
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Hi Everyone,

We have a requirement to send 3 reminder emails to customers if they have not responded to the survey.

The customer reminders are already configured. However, along with the customer reminders, we also need to notify the Account Manager on the 3rd day after the initial survey distribution, but only if the customer has not yet responded.

Our expected flow is:

  • Day 0: Survey is distributed to the customer.
  • Day 1: Reminder 1 is sent if the customer has not responded.
  • Day 2: Reminder 2 is sent if the customer has not responded.
  • Day 3: Reminder 3 is sent to the customer if they have not responded, and an email notification should also be sent to the Account Manager.
  • If the customer responds before Day 3, the Account Manager notification should not be triggered.

Could you please advise on the best way to configure this in Qualtrics Workflows

1 reply

TusharDalwani
QPN Level 6 ●●●●●●

Hi, you can configure a workflow to create a flag in the contact if the customer has responded to the survey. so on the 3rd day, if that flag is still empty for some customers, you can either manually pull the data and send emails to account managers or setup a filtered email distribution.

~Tushar Dalwani
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