Act & Automate
Hear about unhappy customers while you can still help.
When a customer has a bad experience, the first hour counts. Formbricks gets the response to the person who owns it, with the customer's own words, in their inbox, in Slack or in your own tools. Your CX team can call back the same day and keep the customer. Your IT team gets alerts that run inside Formbricks and send through your mail server, and Formbricks signs your webhooks.
Pick a time right in the form.
Marta K.Today, 10:42
How likely are you to recommend Northwind delivery?
4out of 10
What's the main reason for your score?
The parcel arrived two days late.
EndingWe'll make it right
Owner alert[email protected]10:42
Detractor follow-up: Delivery NPS
Marta rated their delivery 4 and wrote: The parcel arrived two days late.
Detractor to Customer Care, on We'll make it right
Slack#cx-delivery10:42
Formbricks posted to the channel
Delivery NPS · Score 4 · The parcel arrived two days late.
Every completed response, with the questions you pick
Your email alert[email protected]10:42
A response for Delivery NPS was completed ✅
Every answer and hidden field, with a link to the responses.
Switched on by Anna for this survey
Webhookops.northwind.com10:42
Ticket CX-1042 opened
Your helpdesk got the signed response and opened a ticket for order 48213.
responseFinished, signed to Standard Webhooks
Owner alerts
The alert quotes the customer.
Survey logic sends detractors to their own ending, and a workflow on that ending emails the owner. The email leads with the customer's own words, recalled from their answers, and attaches the full response with hidden fields like order ID and plan.
The owner knows who to call and what to say before they pick up the phone. Set reply-to to your team's inbox, and every reply reaches a person.
Northwind CX10:42
[email protected] · reply to [email protected]
Detractor follow-up: Delivery NPS
Marta rated their delivery 4 and wrote:
The parcel arrived two days late.
Please get in touch today.
- How likely are you to recommend Northwind delivery?
- 4
- What's the main reason for your score?
- The parcel arrived two days late.
- Your email
- [email protected]
- first_name
- Marta
- order_id
- 48213
- plan
- Business
- Their words up topType @ in the body to recall any answer.
- Every answer attachedThe full response, under your message.
- With the contextHidden fields like order ID and plan.
- Replies reach a personReply-to goes to your team's inbox.
Slack
In the channel your team already watches.
Link a Slack channel to a survey and pick the questions to send. Every completed response posts to the channel, so the whole team sees the low scores and the wins as they come in, and picks them up in the thread.
It takes a few clicks and no code, and the conversation stays where your team already works.
Channel
Survey
Questions to send
- How likely are you to recommend Northwind delivery?
- What's the main reason for your score?
- Your email
- FormbricksAPP10:31Delivery NPSHow likely are you to recommend Northwind delivery?10What's the main reason for your score?Fast, and the driver was so friendly.
- FormbricksAPP10:42Delivery NPSHow likely are you to recommend Northwind delivery?4What's the main reason for your score?The parcel arrived two days late.Lena Hoffmann I'll call Marta this morning.
Personal alerts
Your surveys, your inbox.
Everyone picks the surveys they want an email for, with one switch per survey. Leave auto-subscribe on, and every survey you create in that organization is covered from its first response.
Each email lists every answer and hidden field, with a link straight to the responses. One click in the email turns that survey off again.
- Delivery NPSNorthwind EUNorthwind EU
- Onboarding CSATNorthwind EUNorthwind EU
- Support CESNorthwind USNorthwind US
Complete responses only. You see the surveys you have access to.
Someone just completed your survey: Delivery NPS
- How likely are you to recommend Northwind delivery?
- 4
- What's the main reason for your score?
- The parcel arrived two days late.
- order_id
- 48213
Turn off notifications for this form
Webhooks
Into the tools your team runs.
Send each response to your helpdesk, your on-call tool or your own service the moment it's created, updated or finished. The payload carries every answer, the ending and the hidden fields, so your tool can open a ticket or page someone on its own rules.
Each request is signed, and Formbricks retries with backoff if your endpoint is down, so a busy minute doesn't cost you an alert.
URL
Test Endpoint passed
Triggers
- Response created
- Response updated
- Response finished
Surveys
Signing secret
webhook-id: 019ba292-c1f6-7618… webhook-timestamp: 1793011320 webhook-signature: v1,K5oZfz…
{
"event": "responseFinished",
"data": {
"survey": { "title": "Delivery NPS" },
"finished": true,
"endingId": "end_make_it_right",
"data": {
"score": 4,
"reason": "The parcel arrived two days late.",
"order_id": "48213"
}
}
}Ticket CX-1042 openedYour helpdesk, for order 48213
Retried if you're downUp to 5 attempts, one webhook-id
For IT
Alerts that stay inside your stack.
Every alert starts in your own Formbricks instance and goes out through your mail server, your Slack app or your endpoints. There's no extra alerting service and no new sub-processor to review.
Your mail server
Owner alerts and personal alerts go out through the SMTP server you configure, from your own sender address.Signed webhooks
Every webhook gets a signing secret, so your endpoint can prove each request came from your Formbricks instance, to the Standard Webhooks spec.Internal addresses blocked
Self-hosted webhooks can't reach localhost or private networks unless you allow it, which guards against request forgery.Alerts follow access
People can only switch on alerts for surveys in workspaces they can access. Self-hosted Slack runs on your own Slack app.
Customer stories
Trusted by teams that own their data
See how public sector, research and product teams run feedback on Formbricks.
Public Sector
How DigitalService runs user research for German ministries on self-hosted Formbricks
- 2 weeks
- From decision to production
- >15
- Ministry projects
- 0h
- Manual compliance work
Read full story“Self-hosting makes us faster. Because we work on a project basis with various ministries, it is our responsibility to respect their rigorous standards for data protection.”
Joshua Nowak
User Researcher @ DigitalService
Market Research
How Borderless Access went from months to minutes, with zero engineering time per survey
- 15 days
- Implementation
- Mins
- To launch a new survey
- 0 hours
- Engineering time
Read full story“The rule with Formbricks was simple: do the integration once, and then leave it. My engineering team spent about 15 days getting everything set up, and since then marketing has been completely self-sufficient.”
Srihari Udugani
Director of Technology @ Borderless Access
Market Research
How Opinodo gathers millions of responses with a self-hosted instance of Formbricks
- 38%
- Cost reduction
- 8%
- Higher completion rate
Read full story“Big Formbricks fan here! It has enabled us to radically improve our customer retention and even exploring new revenue streams.”
Rasmus Lønne
Managing Director @ Opinodo
Frequently asked questions
Which license includes it?
Can alerts go to Microsoft Teams?
Do partial responses trigger alerts?
Where does it run?
- Read the code
- ISO 27001 certificate on request
- SOC 2 Type II report on request
- Accessibility report available
Reach every unhappy customer in time.
Tell us which feedback each team should hear about first. We'll set up the alerts with you, on surveys like yours, and show you the first one land.