A customer submits a score or comment in AskNicely, and the feedback is ready for someone to act on. New Response can start a Zap that sends an SMS through Mobile Message, making a notable score or comment visible to the right person without waiting for a dashboard review. This is especially useful when feedback points to a service issue or a strong opportunity to follow up.

AskNicely helps teams collect customer feedback, while Mobile Message can deliver a separate operational text. Zapier passes the selected response fields between the services. The connection is not native and does not synchronise survey records, scores or comments. Use the response data to decide who receives the SMS and what the message should say. A team leader could receive an alert for a low score, while a service representative could be notified when a comment needs a personal response. AskNicely’s Add Survey Participant and Add Person actions can also be used when an inbound SMS or delivery event from Mobile Message provides a sensible reason to create or add a person in AskNicely.

Keep the SMS concise and protect customer privacy. The aim is a clear prompt for action, not a full copy of the feedback record. Your team can then review the complete response in AskNicely.