How to identify users that respond to an Intercom survey embedded in an email?

Question

I have a survey running in our mobile app, with a fallback to email if users do not respond to the survey. At the moment users that submit the survey via email are unidentified. Is there a way to pass a long user info in the survey url to solve this?

Eden · Accepted Answer

Hi @svencu👋 Eden from the support engineer team here.To confirm, when you say a fallback to email if users do not respond to the survey, are these survey methods all within aSeries? It sounds like it would be best for you to connect with the support team so that they can get more details about your use case and how you are sending these surveys to users. I’ve opened a conversation with the support team for you regarding your question and they will get back to you as soon as possible!👍

Caelum · Answer

Hi @Jacob Cox,When you say “When the user completes the Survey, it redirects them to your website as a logged-in user, and they complete the survey as a user.” Can you elaborate on this. If it directs them to a login page onces they have completed the survey, will they have to do the survey again once they have logged in?I have a similar issue, where we want to capture customer goals from uninvolved customers so that we can assist them better. However, as they are not utilising the platform that often, we need this to be sent through email, or through a shareable link. My issue is that with both of these methods, I believe the results will be anonymous, which defeats the purpose.I considered putting in the first questions description a prompt to log in to the platform, but from what I can tell, this means that they would exit the survey.I would appreciate any opinions or help you might have to offer.Thanks!

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