SmartReach

What is SmartReach?

SmartReach is your all-in-one, AI-powered solution for intelligent, automated survey delivery. It helps you reach the right people, at the right time, through the right channel automatically. As a multi-channel distribution engine, SmartReach enables you to send surveys via Email, SMS, and WhatsApp.

You can let AI manage the entire distribution process, or create custom workflows tailored to your audience’s behavior and communication preferences, combining the best of automation and personalization in one powerful platform.

Here’s how SmartReach helps:

• Enables personalized outreach by learning from past engagement and sending messages when contacts are most likely to respond.
• Delivers surveys through multi-channel delivery, including Email, SMS, and WhatsApp, based on what works best for each recipient.
• Uses AI optimization to predict the most effective time and channel for every individual contact.
• Sends automated follow-ups to non-respondents without requiring manual scheduling.
• Honors contact preferences by using each recipient’s preferred method of communication.
• Provides real-time analytics to monitor performance and continuously refine your outreach strategy.
  
  The following topics are covered in this article.
• What is SmartReach?
• How does SmartReach help?
• AI Optimized SmartReach
• Custom Sequence SmartReach
• Contact Preferred SmartReach
• Broadcast SmartReach
• SmartReach Analytics
  
  Let’s see how to set up SmartReach.

1. Navigate to the Distribution section.

   

2. Go to  SmartReach and click Setup New.
   

   

3. You will see 4 options

• AI Optimized-
  SmartReach’s AI Optimized mode automatically selects the best channel and time based on each contact’s behavior. It continuously learns and adapts—ideal for large-scale, recurring campaigns.
• Custom Sequence- Custom Sequence lets you build personalized outreach flows using a visual drag-and-drop builder. You control the timing, order, and channels and is suited for tailored, rule-based campaigns.
• Contact Preferred-Contact Preferred sends surveys using each customer’s saved communication preference, like Email or SMS. It helps reduce fatigue and builds trust through respectful, user-first outreach.
• Broadcast-Broadcast sends surveys across all selected channels at once for maximum reach and quick responses. Best for urgent outreach, but should be used carefully to avoid spamming.
  
  

  

  
  
  Let's look at these in detail each.

AI Optimized (Recommended for recurring surveys)

This mode lets SmartReach’s AI take full control. It automatically determines the best channel, whether that’s Email, SMS, or WhatsApp and the most effective time to send the survey, based on each contact’s past behavior and engagement history. 
Over time, the AI learns and adapts, continuously improving its decisions to get better results. This option works especially well for large-scale, recurring campaigns where consistency and performance matter most, and where manual setup would be too time-consuming.

Example- A retail brand wants to collect feedback after customers complete an online or in-store purchase. Instead of manually segmenting the audience or guessing the right time to send surveys, the team enables AI Optimized mode in SmartReach. The system automatically decides whether to send the survey via Email, SMS, or WhatsApp, depending on each customer’s past response behavior.

For instance, a shopper who usually checks emails in the morning gets the survey then, while another who tends to respond on WhatsApp in the evening receives it accordingly. As the AI learns from each interaction, delivery timing and channel selection become even more precise, helping the brand gather richer, more reliable CX insights at scale, without manual effort.

1. Enter a title for the SmartReach.

2. Choose the Distribution Channel: You can select one or more channels—Email, SMS, and WhatsApp. If you choose all three, SmartReach’s AI will determine the optimal channel and time for each recipient. By default, Email is selected.

You can choose Email and click on the edit icon to customize the email template. You can simply drag and drop elements to create on-brand emails.

3. You can choose SMS as a channel, but you'll need to select a provider first. After selecting the provider, you can edit the message and use variables to personalize it. Once you're done, click Save SMS to apply the changes.

4. Choose WhatsApp:To configure WhatsApp as a channel, select a provider and choose a template. For more on templates, refer to this article on WhatsApp Templates.

Note: WhatsApp messages are sent based on your available wallet balance. Learn more in this article on WhatsApp Onboarding.

Once everything is set, click Save WhatsApp.

5. Recipients: Select the contact list you want to send the survey invite to. To do this, click the dropdown menu and choose the desired list.

You can also choose to import the contacts via a CSV.

6. Schedule: Under the schedule section, you can choose from three options based on your campaign needs. You can send the survey today at the best time, schedule it for a specific day at the best time, or trigger the survey based on defined conditions. These options give you flexibility to align survey delivery with user behavior or specific business events.

• Send Today at the Best Time: In this option, SmartReach’s AI selects the optimal time to send the survey based on each contact’s past behavior. If you’ve already selected the channel(s), the AI will focus on timing. If not, it will determine both the best channel and best time to maximize engagement.
  
  Note: SmartReach’s AI will attempt to send the survey up to four times using the most suitable channel each time. It considers factors like past send history, recipient engagement patterns, geography, and time zone to maximize the chances of getting a response.
  
  

  

• Send on a Specific Day at the Best Time: With this option, you can select the exact day you want the survey to be triggered, and SmartReach’s AI will determine the best time on that day to send it based on recipient behavior. You also have the flexibility to choose whether the survey should repeat or not repeat. If you select Don’t repeat, the survey will be sent just once with no follow-ups.

  

If you choose Repeat, you’ll need to specify the recurrence period. You can set the survey to repeat daily, weekly, monthly, quarterly, or yearly depending on your campaign needs. This helps automate ongoing feedback collection over time.

You will also see an "Every" option, which allows you to trigger the survey at more specific intervals such as a particular hour, day, or week, giving you even greater control over how frequently the survey is sent.

You can also set the occurrence frequency to control how long the survey should repeat. There are three options:

• Forever: The survey will continue to be sent indefinitely until you manually stop it.
• Till a specific date: You can choose an exact date, and the survey will be triggered only up to that point

End after ‘x’ occurrences: The survey will stop automatically after it has been sent the number of times you specify. This lets you set a clear limit on how many times the survey goes out.

Survey Based on Conditions:
This option allows you to trigger surveys based on specific, user-defined conditions. For instance, you can choose to send a survey 5 days after a customer’s birthday, or after any other custom event. The survey will only be sent when the specified conditions are met, giving you full control over targeted, context-aware outreach.

7. Pass Custom Data: You can personalize your surveys by adding custom variables, such as the recipient’s first name. This allows you to tailor the survey content for each individual, making your outreach more relevant and engaging.

Note: You can also choose to hide variables in the URL to keep personal data secure and maintain a clean, user-friendly link.
 

Custom Sequence

In this mode, if you prefer to design your own outreach journey, Custom Sequence gives you full control. Using a visual drag-and-drop builder, you can create a personalized flow that matches your strategy. For example, you might choose to send an Email first, wait two days, and then send an SMS if there's no response. This option is ideal for teams that want precision in how and when messages are delivered, and for those who want to experiment with different touchpoints and timing rules.

Example- A hotel chain wants to collect guest feedback after each stay, but their guests vary in communication preferences and responsiveness. To create a more controlled and tailored experience, the CX team uses Custom Sequence mode in SmartReach.

They set up a flow that sends the first survey via Email shortly after checkout. If the guest doesn’t respond, the system waits 12 hours and sends a reminder via SMS. If the guest partially responds, another 12-hour delay is added before sending a final message via WhatsApp.

This structured outreach ensures timely and relevant follow-ups, adapting to the guest's level of engagement while giving the CX team full control over timing and communication flow.

1. In Custom Sequence, the default starting point is Email, but you have the flexibility to switch to SMS or WhatsApp as your initial channel. This allows you to tailor the outreach journey based on your campaign strategy or audience preferences.
   

   

To do this, simply use the dropdown next to Email and select the channel of your choice: SMS or WhatsApp to start the sequence based on your preference.

You can also customize the mail to make it align with your brand. To do this click on the edit icon and edit your email template. 

2. You can use the ‘+’ symbol to add the next step in your sequence.
   
   In our hotel example, we’re sending the first survey via Email. If the guest has not responded, we add a 12-hour delay followed by an SMS trigger. If the guest has partially responded, we add another 12-hour delay and send the third message via WhatsApp. You can easily configure these steps using the builder to match this flow.

   

   
   
   To trigger via SMS  choose the SMS provider and the message. 
   

   

3. You can set both the delay between steps and the specific condition under which the next message should be sent such as Not Responded or Partially Responded. This allows you to control exactly when and how the next trigger is activated based on user engagement.
   

   

   
   Note: You can set up to 10 sequences within a single flow.

   

   
   Note: You can set up to 10 sequences within a single flow.
   
   You also have the option to edit the configurations for each trigger. To do this, click on the edit icon next to the step you want to modify. 
   

   

7. You can also schedule when the sequence should start. For detailed scheduling options, refer to Step 6 in the previous section, where we covered options like sending at the best time, on a specific day, or based on conditions.

8. Enter a clear, descriptive title for your SmartReach flow to help you identify and manage it easily, especially when running multiple survey campaigns. Choose a name that reflects the purpose or target audience.

Contact Preferred

This option sends surveys based on each contact’s stored communication preference, such as prioritizing Email over SMS, or vice versa. It’s especially useful when trust and user experience are key. By respecting how your customers prefer to be reached, you reduce fatigue, avoid annoying your audience, and build long-term engagement. This mode is great for brands that emphasize respectful, user-centric communication.

Example- A leading financial services provider wants to collect feedback after important interactions, such as opening a new account or completing a loan process. Given the sensitivity of customer data and the need to maintain trust, the CX team aims to communicate in a way that feels respectful and non-intrusive.

Using Contact Preferred mode in SmartReach, surveys are sent through the channel each customer prefers like Email for detailed messages, SMS for quick replies, or WhatsApp for regular app users.

By aligning with each contact’s preferred channel, the company avoids overwhelming customers, reduces opt-outs, and builds stronger engagement. This personalized, trust-first approach is especially valuable for any brand that prioritizes customer experience, engagement, and respectful communication.

1. To use Contact Preferred mode, ensure that your contact records include the "Preferred Channel" property. You can refer to this help article on adding custom properties to set it up.
   

   

2. By default, the first preferred channel will be selected. You can change it by using the dropdown menu to select a different channel based on your needs.
   

   

3. You can add more steps to the sequence and choose to send surveys via other preferred channels, or even repeat the same channel if needed. This gives you flexibility to design a follow-up flow that aligns with each contact’s communication preferences.
   

   

4. You can set the time delay after which the second survey should be triggered, and also define the criteria for triggering it such as Not Responded or Partially Responded to ensure the follow-up is timely and relevant.
   

   

5. You need to select and enable the distribution channels for the survey. A preferred channel will only be used if it’s been enabled. Otherwise, the survey won’t be triggered, even if it matches the respondent’s preference.
   

   

6. For Recipients, follow the steps outlined in the previous sections.
7. For Schedule, you can use the same process described earlier.
8. Give your SmartReach a title and click Publish to go live.

Broadcast

Broadcast sends the survey through all the selected channels simultaneously. It’s the most aggressive delivery method and is best reserved for urgent situations like time-sensitive feedback collection or critical service-related outreach. Since it reaches users on multiple platforms at once, it can drive quick responses. However, it should be used with caution to avoid overwhelming your audience or being flagged as spammy.

Example- An e-commerce company experiences unexpected shipping delays during a high-volume festive season sale. With thousands of orders impacted, the CX team needs to quickly understand how customers are feeling and identify any recurring issues—before negative sentiment escalates.

To ensure immediate and widespread outreach, they activate Broadcast mode in SmartReach. This sends a short feedback survey instantly across all selected channels - Email, SMS, and WhatsApp so customers receive it on the platform they’re most likely to see first.

Because of the time-sensitive nature of the situation, Broadcast ensures the widest and fastest coverage. Customers can respond on the channel of their choice, and the CX team gets real-time insights into common concerns like delay frustration, packaging issues, or missing updates. This enables them to prioritize follow-ups, inform internal teams, and send reassurance messages.

1. In broadcast you will be able to select all 3 channels and the surveys will be sent simultaneously. 
   

   

2. For SMS and WhatsApp ensure you choose the providers and message and templates respectively.
3. Recipients- Click on define to choose your audience. 
   

   

4. Schedule- You will have 3 options under schedule- Send Immediately, Send later, Send based on conditions.
   

   

• Send immediately- the survey will be sent instantly across all the chosen channels.  
  

  

• Send later- You can choose a particular date, time and time zone in which the survey will be triggered across the channels chosen. You can also set repetition if needed.
  

  

• Send based on conditions- Surveys will be set only if the predefined conditions are met. 

Eg- As part of the flash sale feedback campaign, the e-commerce brand uses Send Based on Conditions to trigger surveys only if the order was delivered 2 days ago. This means the survey will be sent only when this condition is met, ensuring that feedback is requested 
at the most relevant time for each customer.

5. Give a title for your smart reach and publish.

SmartReach Analytics

Once your campaign is active, you will be able to track performance with analytics. This helps in understanding which channel performed best, which time slots had the highest engagement, and how your audience is responding overall.

To view the analytics, click on the Analytics icon in the SmartReach distribution dashboard.

For Email, you’ll be able to view key metrics such as the number of emails sent, opened, survey links clicked, and the number of responses received.

A graphical trend chart provides a visual overview of performance over time.

Additionally, you can access invite logs below the chart, which display detailed, date-wise information including emails sent, opens, responses, and response  rate (%).

For SMS, you can track key metrics including the total number of SMS sent, the number of SMS delivered, and the responses received.

A graphical chart shows the response rate trend over time, followed by invite logs that provide a detailed, date-wise breakdown of SMS sent, delivered, responses received, and the response rate (%).

For WhatsApp, you can track the total number of messages sent, messages delivered, and the number of responses received.

A graphical chart displays the response rate trend, followed by invite logs with a date-wise breakdown of messages sent, delivered, responses received, and the response rate (%).

If you've selected multiple channels for your SmartReach campaign, you'll be able to choose the specific channel: Email, SMS, or WhatsApp for which you want to view analytics.

You can also filter the analytics by time, such as last 7 days, last 30 days, or select a custom date range to view SmartReach performance for a specific period.

You will be able to see the channel history, which helps you track the sequence of channels used, understand which channel triggered engagement, and analyze the overall effectiveness of your outreach strategy.

You can also export the analytics data as a CSV file for further analysis or reporting.

You will be able to pause the SmartReach campaign at any time if you wish to temporarily stop survey distribution.