Survey to approved campaign
Publish the instrument and approve the exact campaign before launch.
4 stages · 1 approval
Roles and responsibilities
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Step 1Design the instrument
Template CodeNameVersionPublished At
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Step 3Approve the campaign
Campaign NumberCampaign NameStart DateEnd Date
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Step 4Activate the window
Campaign NumberCampaign NameStart DateEnd Date
Process steps
Follow the process from start to finish. Select a step to see who acts and what changes.
Design the instrument
Survey Author prepares a draft instrument with ordered questions, choices, valid branching, required answers and the primary metric question. Publish an immutable template version and content hash before it is proposed for launch. Every later change clones a draft version; it cannot edit an instrument already assigned to invitations. Standard NPS uses integer0–10 with0–6 detractors,7–8 passives and9–10 promoters. CES direction and CSAT favourable thresholds are part of the frozen instrument.
Resolve the audience
Select the approved customer population and inspect the current CRM mirror. Define the event or schedule, response window, frequency limit and anonymous policy. Record the exact audience rules and delivery policy version. A stale contact or unresolved customer identity stays pending rather than being included by guesswork. A pilot still needs a defined population and permitted delivery channel.
Approve the campaign
Survey Author or CX Manager prepares the campaign, audience rules, approved instrument, privacy mode, window and delivery policy, then submits the exact revision with Status: Draft → PendingApproval. A different CX Manager approves or returns it with Status: PendingApproval → Scheduled or ChangesRequested. Activation verifies current ApprovedRevision = Revision, independent approver, immutable instrument and valid window. A self-prepared campaign requires another eligible CX Manager; Admin cannot bypass the decision. Scheduled campaigns become Active when their approved start arrives. Edits invalidate prior approval.
Activate the window
At the approved start, confirm the current campaign revision still matches the independent approval, the published instrument and policy remain valid, and the response window is coherent. Then activate the campaign. A paused, changed or expired proposal cannot launch through an earlier scheduled job. Retain the decision and activation time so the team can explain which version generated each invitation.
1 approval required in this process
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Approve the campaign
CX Manager signs · activate the window waits
SurveyCampaigns, Employees - A self-prepared campaign needs another eligible CX Manager.
- Changing audienceInstrument, privacy or delivery policy invalidates approval.
- Published questionChoice records cannot be edited in place.
- Activation rechecks the approved revision and window.
Records and postings
| Stage | Records | Effect |
|---|---|---|
| 1 Design the instrument | SurveyTemplatesSurveyQuestionsSurveyChoices | Freeze the published question and scoring version |
| 2 Resolve the audience | SurveyCampaignsSurveyAudiencesSurveyAudienceRulesSurveyDeliveryRules | Prepare the exact campaign revision |
| 3 Approve the campaign | SurveyCampaignsEmployees | Approve or return the submitted revision |
| 4 Activate the window | SurveyCampaignsSurveyTemplates | Activate the approved campaign once |
Agent support
Proto cannot approve a self-prepared campaign or follow-up, bypass current consent, expose anonymous recipient correlation, edit accepted responses or declare an A/B winner from sample size alone. Provider outcomes require verified acknowledgments; classification remains a suggestion.
Other processes
3 moreEvent to accepted response
Deliver an eligible invitation and accept one valid response.
4 stages · 0 approvals
Low score to reviewed follow-up
Assign attributable customer outreach and independently review the result.
4 stages · 1 approval
Feedback to comparable insight
Combine trustworthy metrics, customer themes and controlled experiments.
4 stages · 0 approvals