A customer has just replied to your Net Promoter Score survey, and the response may need attention while the context is still clear. Callexa Feedback sends New Reply when a customer responds to a survey. That event can start a Zapier automation that sends a Mobile Message SMS to acknowledge the response or alert the customer about the next step.

For future survey work, Callexa Feedback also provides Add Recipient. You can use a separate workflow to add a person to a survey, while Mobile Message handles a message after a response arrives. This creates a practical division between survey administration and customer communication, without asking staff to watch two dashboards throughout the day.

The result is a more prompt response to feedback, whether the SMS thanks someone for taking part or directs a dissatisfied customer to a support contact. The Zap uses the information supplied by Callexa and the message fields configured in Mobile Message. It does not synchronise survey records or make Callexa and Mobile Message a native two-way system.