Getting started

An 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.

To start using automations, navigate to Automations via 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 directed to the automation editor. Here you can see among other things a preview of your automation's steps & triggers, which you can also add by clicking their respective buttons. We will take closer look at all these in the next section.

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 three 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.

    • Recurring trigger for contacts in lists - This will trigger the automation for certain contacts with a set interval.

    You can also choose multiple triggers, if it suits your use case.


    There are six 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.

    • Send reminder after - Sends a reminder message for recipients that haven't answered to the survey in question.

    • Add contact to list - Adds the contact the automation is triggered for to a list.

  2. Navigation bar

    You can also Create steps from the navigation bar. In addition, you can create messages (click here for more on messages) or choose an existing one, and edit the general settings of your automation.

  3. Publish now button

    Once you're ready, you can click the Publish now button, which is located in the drop-down menu in the top right corner. 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, a green text that reads Active appears in the place of the orange Draft text, telling you the automation is live. Here you can also stop the automation, if you need to. After stopping the automation, the text turns red and reads Stopped.

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].

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