Note: This feature is only included in the paid plans (Light, Plus and Enterprise). Learn more about plans here.

Getting started

Automation is a powerful tool that makes using Trustmary even more simple while also making your NPS measuring and feedback gathering quite a bit more efficient.

Start by navigating into Automations through the blue navigation bar on the left (or on the bottom on mobile). Once there, begin creating your automation by clicking Create new under Customers or Employees, depending on your use case.

In the next screen, name your automation and proceed to the next screen by clicking Create new.

You're greeted with the automations' main page. Here you can see data about your automation and its performance, once there is data to be seen. Right now, all you need to do is click the Edit rules button on the top right to enter the automation editor.

Building the automation

The main functions in the automation editor are

  1. Trigger/step selection

    Here you can add triggers to begin the automated sequence and add steps the automation will execute after it is triggered.


    There are two types of triggers to choose from:

    • Add contact to list - This will trigger the automation when a contact is added to a chosen list

    • New survey answer - The automation will be triggered when a survey is answered.

    You can also choose both of the triggers, if it suits your use case.


    There are four types of steps:

    • Wait - Pause the automation and continue it after a set time

    • Wait until conditions are met - Schedule the next action to execute when certain conditions are met (currently only a specific time of day)

    • Wait for answer - Wait for an answer for a set amount of days and send a reminder

    • Send message - Choose a message and send it to selected contacts.

  2. Navigation bar

    New steps can also be added in the navigation bar. In addition, you can create messages (click here for more on messages) and edit the settings of your automation.

  3. Publish now button

    Once you're ready, you can click the Publish now button. This shows the changes you've made to the automation. If you're happy with what you see, you can click the Publish now below the changes to activate your automation.

Wrapping up

Once the automation is published, an icon that reads Active appears in the place of the Publish now button, telling you the automation is live.

Congratulations, you have now created an automation!

If you run into troubles even with this guide, please reach out through our chat or by e-mail at [email protected].

Did this answer your question?