Messaging pipelines
A pipeline is a channel for delivering a survey invitation — or another event — to your recipients. Where campaigns fire on-screen, pipelines reach people through their inbox or phone: by email, SMS or Viber. You set the content once, decide the timing rules, choose which surveys it serves, and let the pipeline handle the rest.
Pipelines are built for thoughtful messaging. You control not just what you send and over which channel, but when it's polite to send it, how long to wait first, how often is too often, and which recipients should be skipped altogether.
What a pipeline is
Think of a pipeline as one delivery lane. It is always tied to exactly one channel and serves one or more surveys. Each pipeline carries everything needed to turn a recipient into a finished message:
What is sent
The message content for its channel — a subject and rich body for email, a text body for SMS, or a body with an SMS fallback for Viber — plus any per-language versions.
When it is sent
An active date window, a daily dispatch window, and caps that hold the first send back and space out repeats.
Who it reaches
The surveys it delivers to (its targets) and the conditions that decide which queue items actually go out.
One pipeline per survey, per channel
A survey can have at most one pipeline per channel — so one email pipeline, one SMS pipeline and one Viber pipeline. To reach people a different way, you add a pipeline for that channel rather than changing an existing one. A pipeline is locked to its channel from the moment you create it.
Building a pipeline
Open Pipelines
Go to Survey Manager → Pipelines to see your pipelines grouped by channel, each card showing whether it's currently running, upcoming or ended.
Choose a channel and target surveys
Pick email, SMS or Viber, give the pipeline a title, then choose the workspaces and surveys it should serve. One identical pipeline is created for each survey you target.
Write the content
Set the message for your channel and add per-language versions as you go.
Set the timing rules
Define an active window and daily dispatch hours so you never message someone in the middle of the night, plus a delay cap and a frequency cap.
Add conditions and a tracking id (optional)
Filter out queue items you don't want to send, and attach an optional tracking id to follow performance.
How responses reach a pipeline
A pipeline doesn't pull recipients on its own — items arrive in the dispatch queue from several sources: a manual or bridge import, a follow-up sequence, the API, or one added by hand. Routing rules decide which pipeline each response is sent to. Once an item lands in a pipeline, the pipeline's own settings take over: it waits for the right moment, checks the conditions, and sends.
Targets — the surveys a pipeline serves
A pipeline's targets are the surveys it delivers to. You can add or remove targets at any time. Adding a survey creates a matching pipeline for it with the same content and conditions; removing one deletes that survey's copy. Removing every target deletes the pipeline.
Conditions — filtering the queue
Conditions are rules that decide whether a queued item actually sends. They read questionnaire or responder metadata (for example, an order value or a customer segment), and all conditions must match — they're combined with AND. An item that doesn't match is simply skipped. With no conditions, the pipeline dispatches for every item. Because metadata belongs to a workspace, you set conditions per workspace when a pipeline spans several.
The tracking id
You can give a pipeline an optional tracking id — an external reference that some messaging providers pass along to their own systems, so you can match your sends against reports in your analytics tools. It's entirely optional.
Grouping and fan-out
When the same pipeline exists across several surveys — same content, same settings, same translations — it's grouped into a single card so you only manage it in one place. Edit it once and your changes fan out to every survey it covers, with a progress bar reporting the rollout and flagging any copy that needs a retry. The progress bar appears at the bottom of each editor whenever a change touches more than one survey.
Translations have you covered
If a recipient's language doesn't have a matching version, the pipeline falls back to your default content — so everyone still receives a complete message.
Go deeper
These guides break down each part of a pipeline in detail:
Channels & message content
Email, SMS and Viber — and what goes into each message.
Scheduling & timing
Active windows, daily dispatch hours, delay and frequency caps.
Languages & locale
Per-language content and what recipients get when a language is missing.
How responses get matched to the right pipeline is handled by routing and the queue, and you can chain a follow-up survey after delivery with follow-up sequences.