Send a survey

M
Melissa
8 min read

Generate a public link for a survey

A survey can be shared using a generic public link. This link allows anyone to complete a specific survey.

  1. Access the list of Surveys via the main navigation.
  1. Go to the survey details page.
  1. Click on the Distribution tab.
  1. Go to the Send manually section.
  1. Copy the generic link using the Copy link button.
  1. Send it manually, or make it public on your website.

Customize a public link

By default, a survey’s public link ends with a random character chain that is the unique identifier of the survey and allows our system to determine which survey needs to be displayed to the respondent.

To offer your respondents greater clarity, you can set up a custom public link for each of your surveys. In this case, your survey will now be accessible via two URLs:

  • The custom link you created
  • The default public link that was originally created by our system. This link will remain accessible at all times.

Customize a public link

  1. Access the list of Surveys via the main navigation.
  1. Go to the survey details page.
  1. Click on the Distribution tab.
  1. Under Public link, click on Customize.
  1. Enter your custom link.
  1. Click on Save.

Edit a custom link

  1. Access the list of Surveys via the main navigation.
  1. Go to the survey details page.
  1. Click on the Distribution tab.
  1. Under Public link, click on Customize.
  1. Edit the custom part of the link.
  1. Click on Save.
⚠️
When editing the custom link, the previous link will be deleted and will no longer be accessible to respondents. Make sure to update all your documents where the link appears.

Restore default link

  1. Access the list of Surveys via the main navigation.
  1. Go to the survey details page.
  1. Click on the Distribution tab.
  1. Under Public link, click on Customize.
  1. Click on Restore default link.
  1. Click on Save.
⚠️
When restoring the default link, the custom link will be deleted and will no longer be accessible to respondents. Make sure to update all your documents where the link appears.

Generate a QR code for a survey

A survey can be shared using a QR code. This link allows anyone to complete a specific survey by scanning the code.

  1. Access the list of Surveys via the main navigation.
  1. Go to the survey details page.
  1. Click on the Distribution tab.
  1. Go to the Send manually section.
  1. Click on the QR Code button.
  1. Click on the Download button.
  1. Print the QR code and display it.

Send a communication manually by email or SMS

You can send a survey or message by email or SMS, either by adding contacts manually or by importing a list of contacts in CSV format.

Add contacts manually

  1. Access the list of Surveys via the main navigation.
  1. Go to the detail page of the survey or message you wish to send.
  1. Click on the Distribution tab.
  1. Click on the Send by email or Send by SMS button in the Send manually section.
  1. For each contact, enter the email or SMS.
  1. For each contact, select the communication language. The communication language defines the language of the email or SMS when it is sent.
  1. Click on the Next button.
  1. Define a Sending time, either Send ss soon as possible, or Schedule the sending.
  1. Click on the Next button.
  1. Schedule up to 5 reminders, if required.
  1. Click on the Next button.
  1. Confirm the information to use for the sending.
  1. Click on the Send/Schedule button as appropriate.

Add contacts via CSV import

  1. Access the list of Surveys via the main navigation.
  1. Go to the detail page of the survey you wish to send.
  1. Click on the Distribution tab.
  1. Click on the Send by email or Send by SMS button in the Send manually section.
  1. Click on the Import contact list (CSV) button at bottom left.
  1. Select the column corresponding to the contact information (depending on your choice of email or SMS) from the drop-down list.
  1. Choose a sending Language for all contacts.
  1. Click on the Import button.
  1. Your contacts are now displayed in the contact list. You can repeat steps 1 to 8 to import several CSV lists for the same sending.
  1. Click on the Next button.
  1. Define a Sending time, either Send as soon as possible, or Schedule the sending. For PROM surveys, you can plan several sendings per survey and you can also assign names to each sending to identify them more easily when analyzing the results.
  1. Click on the Next button.
  1. Schedule up to 5 reminders, if required.
  1. Click on the Next button.
  1. Confirm the information to use for the sending.
  1. Click on the Send/Schedule button as appropriate.

Send a communication automatically by email or SMS

Automated distribution rules enable a survey to be sent automatically when an event is generated by another system, such as an appointment status change, or a patient discharge in the ADT (admission-discharge-transfer).

You can create one or several distribution rules per survey, for example if you want to set different delivery schedules and reminders per care unit.

💡
Before you start Make sure that your systems have been integrated with Lime, and that the functionality has been activated. The systems available may vary from one workspace to another.

Create a distribution rule

  1. Access the list of Surveys via the main navigation.
  1. Go to the detail page of the survey or message you wish to send.
  1. Click on the Distribution tab.
  1. Click on Create under Automatic sendings.

Follow these steps to create a distribution rule:

  1. Name:
    1. Name your rule and click on Next.
  1. Rule:
    1. Choose a Connector.
    1. Choose a Trigger condition available in this system (e.g.: The patient has completed his appointment).
    1. Click on the Add filter button.
    1. Select one or more filters.
    1. Select one or more values for each filter.
    1. Click on Next.
  1. Sendings:
    1. Select the sending method and schedule as well as how many times you want to send the survey (this option is only available for some types of surveys).
    1. Click on Next.
  1. Reminders:
    1. Choose how many reminders to schedule and when to send them.
    1. Click on Next.
  1. Confirmation:
    1. This step allows you to review all your distribution settings.
    1. Click on Previous to edit your settings. If you don’t need to edit anything, click on Create.

Once a rule is created, it will appear under Automated sendings. To Activate the rule, click on it and then use the toggle to activate it.

Create a cancellation rule

You can create one or several cancellation rules per distribution rule. They allow you to automatically cancel sendings and reminders in specific contexts. This feature is particularly useful to stop sending content to patients whose situation has changed.

  1. If you have just created a distribution rule, click on it. You will find the cancellation rule section at the bottom of your distribution rule page. If not, access the survey and the distribution rule to which you want to add a cancellation rule.
  1. Click on Create.
  1. Select the conditions that will trigger the cancellations:
    • Choose the Connector.
    • Choose the Trigger rule.
    • Add filters.
  1. Click on Create.
  1. Use the toggle to activate the rule.
💬
Once the rule is enabled, every sending or reminder that matches the criteria will be automatically cancelled. Any changes to a rule will only apply to future events. Activating or disabling a cancellation rule won’t have any effect on past events.

Edit or delete a cancellation rule

  1. Access the distribution rule to which the cancellation rule is related.
  1. Use the cancellation rule’s three-dot menu to edit or delete it.
⚠️
Any changes to the rule will only apply to future events. Sendings and reminders that are already planned won’t be affected by that change.

Edit a distribution rule

  1. Click on the distribution rule’s three-dot menu.
  1. Click on Edit.
  1. Edit the rule and click on Save.
⚠️
Scheduled sendings will be sent with the old settings. Deactivate a rule and create a new one if you wish to edit existing filters.

Delete a distribution rule

  1. Click on the distribution rule’s three-dot menu.
  1. Click on Delete.
  1. Confirm the rule’s deletion.

Cancel scheduled sendings of questionnaires

In case of an error during the scheduling of sendings and reminders, it is possible to cancel their distribution.

The history of sendings tab allows the selection of sendings to cancel them individually, or in groups by choosing a batch for example. Batches of sendings are created during the manual scheduling.

  1. Access the list of Surveys through the main navigation.
  1. Select the survey for which you want to cancel sendings for.
  1. Click on the Sendings tab.
  1. Filter the list as needed by creation date or batch, for example.
  1. Select specific results or all results based on your cancellation needs.
  1. Click on Cancel sendings.

Track sendings and their status

You can track the sendings of a survey or message. Among other things, you'll find the sending method, the scheduling date, the sent date, its status and other useful information. A detailed report is also available to explain the reasons for failed and canceled sendings.

Access the list of sendings

  1. Access the list of Surveys via the main navigation.
  1. Go to the detail page of the survey you wish to send.
  1. Click on the Sendings tab.
  1. Filter sendings by various criteria.

Sending status

StatusDefinition
SentWe have succeeded in sending the communication. For some reason the recipient may not have received it, but we cannot confirm this.
PlannedThe sending is ready to go and will be sent at the specified time.
FailedWe were unable to send the communication (see details).
CancelledWe have cancelled the planned sending (see details).

Detail: Failed

DetailDefinitionSMSEmail
BlockThe receiving server has refused the message.✅
BounceThe receiving server has refused the message.✅
DroppedThe message has been abandoned to protect the sender's reputation (bounces, reported as spam, unsubscribes, etc.).✅
Invalid “To” phone numberThe phone number does not exist or is invalid.✅
Landline or unreachable carrier The phone number is a landline (home) or the number cannot be reached by the service provider.✅
Message filteredThe content of your message has been flagged as being against the operator's guidelines. Your message has been filtered (blocked) by our systems or by the operator. Examples of messages that would be blocked are spam, phishing and fraud.✅
Message from unregistered numberYou send messages to the USA using an American 10DLC number that is not associated with an approved A2P 10DLC campaign.✅
Unknown destination handsetThe destination number you are trying to reach is unknown and may no longer exist.✅
Unreachable destination handsetThe destination number cannot receive this message. Possible reasons include an attempt to reach a landline or, in the case of short numbers, an unreachable operator.✅
Attempt to send to unsubscribed recipientThe recipient has unsubscribed from email (unsubscribe) or SMS (mention stop).✅✅
Other reasonsWe don't know the reason for the failure.✅✅

Detail: Cancelled

DetailDefinitionSMSEmail
The respondent has already answeredRespondent has already completed the survey. Reminders only are cancelled.✅✅
Respondent refused to answerThe respondent has refused to answer with the "I don't want to answer" function. Reminders only are cancelled.✅✅
Limit of sendings to the same contactThe contact already has a sending scheduled within the sending limitation period.✅✅
Initial sending cancelledReminders will not be sent because the original sending has been cancelled.✅✅
Disabled sendings Sendings were deactivated when we tried to send the communication.✅✅
Cancelled manuallyA user manually cancelled the sending.✅✅
Other reasonsWe do not know the reason for the cancellation.✅✅
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