Act & Automate
Get every signal to the team that can fix it.
Workflows act the moment a survey response is complete. The team that owns the issue gets the full response in their inbox, and the customer hears back in an email that quotes their own words. Your CX team builds one in a few clicks or asks their AI assistant. Your IT team gets automation that runs inside Formbricks and sends through your own mail server.
Pick a time right in the form.
TriggerResponse completed
- Survey
- Delivery NPS
- Ending cards
- We'll make it right
ActionSend email
- Send to
- Lena Hoffmann
- Response data
- Attached
Last run completed 2 min ago
Send to
Reply to
Subject
Body
Attach response data
Include hidden fields
Routing
Each signal goes to its owner.
Your survey logic already knows who is unhappy, who is on the fence and who loves you, and sends each respondent to the ending that fits. A workflow listens on the endings you choose and emails the person who owns them, with the full response attached. Customer Care hears from detractors, Logistics hears from passives, and nobody has to forward anything.
One survey can feed as many workflows as you need, so every team gets its own signal without a shared inbox to watch.
Survey logic sends them to
Workflow listening on it
Emails
- 0 to 6Ending cardWe'll make it rightDetractor to Customer CareResponse completed · this ending onlyLena HoffmannCustomer Care38this week
- 7 or 8Ending cardThanks for the feedbackPassive to LogisticsResponse completed · this ending onlyJonas WeberLogistics112this week
- 9 or 10Ending cardYou made our dayPromoter thank-youResponse completed · this ending onlyThe customerEmail question262this week
412 completed responses on Delivery NPS, each routed by its ending.
Close the loop
Follow up while it still matters.
The same moment a response arrives, the customer gets a personal email. Type @ to recall their name, their answers or any hidden field, so the message shows they were heard. Set reply-to to the owner, and the customer's answer lands with a person, not a no-reply address.
A same-day reply turns a complaint into a conversation. Your team spends its time on that conversation, not on copying answers into emails.
Send to
Reply to
Subject
Body
Type @ to recall answers, variables and hidden fields.
Northwind10:42
[email protected] · reply to [email protected]
Thanks for telling us
Hi Marta, thank you for rating your delivery. You told us:
The parcel arrived two days late.
Lena from our Customer Care team has your feedback and will be in touch today.
Go live safely
Safe and on record.
Every workflow starts as a draft. One click checks that it's complete and that its survey and endings still exist, without creating a run or sending an email. Enabling checks it again, and live workflows are locked, so nobody edits a running rule by accident.
Once it's live, every run is on record, across the workspace or per workflow, with a log for each step: input, output and duration. When someone asks whether the customer got their follow-up, the answer takes seconds.
- Trigger settings complete
- Send email settings complete
- Survey Delivery NPS found
- Ending We'll make it right found
No run created. No email sent.
Draft
Editable, not running. Every new workflow starts here.
Enabled
Runs on every matching response. Locked while live.
Disabled
Stops new runs. Edit it and enable it again.
Archived
Off and out of the list. Unarchive it as a draft.
- Promoter thank-youResponse completed · Ahmed B. · 10:44:30Running
- Detractor to Customer CareResponse completed · Marta K. · 10:42:07Completed
- Follow up with detractorsResponse completed · Marta K. · 10:42:07Completed
- Promoter thank-youResponse completed · Daniel R. · 10:39:51Completed
- Passive to LogisticsResponse completed · Sofia L. · 10:31:12Completed
- Attempt
- 1
- Started
- 10:42:07
- Finished
- 10:42:08
Send email640 msSucceeded
- Input
- To Lena Hoffmann · Detractor follow-up: Delivery NPS
- Output
- Accepted by the mail server
Trigger payload
survey: "Delivery NPS" ending: "We'll make it right" score: 4
AI assistant
Describe it, and your AI builds it.
Connect Claude, ChatGPT, Codex or your own agents to Formbricks over MCP and ask for the workflow in plain English. The agent finds the survey and its endings, creates the workflow and runs a test, with nothing sent.
Workflows an agent creates always start as drafts, so they stay off until someone enables them.
When someone reaches the “We'll make it right” ending of Delivery NPS, email Lena the full response.
Used 4 Formbricks tools
Done. Detractor to Customer Care is ready as a draft and passed a test run, with nothing sent. Lena gets the full response, hidden fields included, each time someone reaches that ending.
It stays off until you enable it in Formbricks.
Detractor to Customer CareDraft
list_surveys
Delivery NPS found
get_survey
3 endings, one is We'll make it right
create_workflow
name: "Detractor to Customer Care" status: "draft"
Draft created
test_workflow
ok: true · no problems · dry run
As Anna · Read & Write on Northwind EU
For IT
Automation without another vendor.
Workflows are part of Formbricks, not a separate automation tool. They run in your instance, send through your mail server and follow the roles you already set, so there's no new sub-processor to review.
Runs inside Formbricks
Workflows run on the job runner built into the Formbricks web process, on your Redis. There's no extra worker or automation service to deploy.Sent through your mail server
Emails go out through the SMTP server you configure, from your deployment's sender address. No workflow can change the From line.Only to the right people
Send to comes from the survey (verified email, an email question, Contact Info or a hidden field) or a workspace member. You pick the source, so nothing is typed in by hand.Roles respected
Everyone with read access can open workflows and their runs. Creating, editing and enabling takes write or manage access.
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?
We use email follow-ups today. What changes?
Can responses also go to Slack or our own systems?
Where does it run?
- Read the code
- ISO 27001 certificate on request
- SOC 2 Type II report on request
- Accessibility report available
Get every response to its owner.
Tell us which teams should hear about which feedback. We'll build the first workflows with you and show you the runs, on surveys like yours.