A customer texts back after a delivery, mentioning that the box arrived damaged, or replies to a check-in message with an offhand comment about a feature they love. On its own that reply lives on a phone and never reaches the team that reviews feedback each week. CustomerIQ's Create Folder Submission action gives that message somewhere to go, dropping it straight into the folder where the rest of the customer feedback, call transcripts and survey responses already sit.

Connected to Mobile Message through Zapier, every reply that lands on Inbound SMS Received can become a submission in CustomerIQ without anyone forwarding a screenshot or retyping what the customer said. A support team scrolling through a shared workspace sees the text reply next to a survey answer from the same week, searchable alongside everything else, rather than buried in a phone that only one person checks.

It is a one-way handoff, the text creates the submission and nothing is sent back to the customer as a result, so the Zap works quietly in the background. Once it is set up, a business collecting feedback by SMS gets the same visibility over those replies as it already has over feedback gathered any other way, without asking anyone to change how customers get in touch.