Send a survey automatically when a Case closes (Flow)

Last updated: 16 Oct 2026

Use this guide to email a satisfaction survey to the customer each time a Case closes, using the packaged InPoll flow. For admins.

InPoll includes a ready-made flow template, InPoll: Survey when a Case closes. It runs when a Case is updated to Closed and calls the Send InPoll Survey action. The customer gets a personal link. The answer is linked to the Case, the Contact and the Account.

Before you start

• The survey site must be ready. See Set up the survey site (guided).
• In Setup, open Deliverability and set Access level to All email.
• The Case needs a Contact with an email address. The email goes to the Case's Contact.
• For the Send InPoll Survey action in detail, see Send a survey from any Flow.

Create and publish the survey

1. Open InPoll and go to the Surveys tab.
2. In the left panel, click Survey templates.
3. Find the template Case closed: quick CSAT. It has a 1 to 5 star rating and an optional comment.

4. On its card, click the Use icon. InPoll creates the survey from the template. The View icon opens a preview first.
5. Review the questions. Change them if you like.
6. Publish the survey. In the left panel, click Published in the status path.

The new survey is named Case closed: quick CSAT, like the template. The flow template already uses this name. If you rename the survey, you set the new name in the flow, see below.

Copy the flow template

1. In Setup, enter Flows in the Quick Find box and click Flows.
2. Find InPoll: Survey when a Case closes and open it.
3. Click Save As, then choose A New Flow.
4. Enter a name for your copy and save it.

The flow starts when a Case is updated and Closed becomes true. It runs only when the Case changes to meet that condition. It then calls Send InPoll Survey.

Set up the action

1. In your copy, click the Send InPoll Survey action to open its settings.
2. Set Survey Name to the name of your published survey. Or clear it and fill in Survey Id instead. The Send screen of the survey shows its Id with a Copy button.
3. Check that Related Record Id is {!$Record.Id}. This links the answer to the Case.

4. Leave Recipient Id and Email Address empty. InPoll then sends to the Case's Contact.
5. Optional: fill in Email Subject, Email Message or From Address.
6. Click Done, then Save.
7. Click Activate.

Until you activate it, the flow does nothing.

Test it

1. Create a test Case for a Contact that has your own email address, or open an existing open Case.
2. Change the Case Status to Closed and save.
3. Check your inbox. The email says We would like your feedback, followed by the survey name, and has a Start the survey button.
4. In InPoll, open the survey and click Send. The Invitations table lists the invitation with the Case in About and the status Sent.

5. Open the link and answer the survey. The status changes to Responded.

Each person can answer once with a personal link. If you close the same Case again, no second email is sent.

If no email arrives

• Check the status of the invitation on the Send screen. A Failed status shows the reason.
• In Setup, open Deliverability and check that Access level is All email.
• Check that the Case has a Contact and that the Contact has an email address.
• Check that your copy of the flow is active, not the template.
• See the troubleshooting list in Send a survey from any Flow.

Build the flow from scratch

You can also build the flow yourself, for example to use a different condition.

1. In Setup, open Flows and click New Flow.
2. Choose Record-Triggered Flow and click Create.
3. For Object, choose Case.
4. For Trigger the Flow When, choose A record is updated.
5. Under Set Entry Conditions, add the condition Closed equals True.
6. Under When to Run the Flow for Updated Records, choose Only when a record is updated to meet the condition requirements.
7. Under Optimize the Flow for, choose Actions and Related Records.
8. Click Done. Then click the plus icon under Start and choose Action.
9. Search for Send InPoll Survey and select it.
10. Fill in Survey Name (or Survey Id) and Related Record Id as above.
11. Save and activate the flow.

Good to know

• You can change the condition, for example to survey only high-priority Cases. Add it to the entry conditions of your flow.
• To write the score and comment back to the Case, see Response mapping.
• To see the scores of the surveys, see Reports: CSAT, NPS and response rate.

Reports: CSAT, NPS and response rate

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