Review Management
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      2. Review Management

      How to Set Up Auto-Send Surveys

      This article will guide you through the steps to set up Auto-Send Surveys to your customers after their visit.

      There are two places in your Yonder account that need to be set up so you can Auto-Send Surveys:

      1. Booking System Integration > Manage Products
      2. Reviews > Setup > Send Settings

      Follow the instructions below to ensure smooth integration and setup.

      1. Set Up Your Booking System Integration

      Each booking system has a unique integration process. To learn how to connect your booking system:

      1. Log in to your Yonder account.
      2. Navigate to the Booking System Setup page (Settings > Integration > Booking System > System Setup) and select your booking system.
      3. If you need help, click the Help Docs button to access the relevant help files and integration instructions for your system.

      Your booking system must be successfully integrated before you can set up Auto-Send Surveys.

      2. Control Which Products Receive Surveys

      After integrating your booking system, Yonder will automatically import all your products.

      • For most integrations: Product lists update weekly or every time you click the blue “Activate” button in the System Setup tab.
      • For Zapier integrations: Products are added incrementally as Yonder receives booking events.

      Default Send Settings

      • All products have Auto-Send Surveys? toggled “on” by default.
      • To prevent certain products (e.g., gift cards) from receiving surveys:
        1. Go to the Manage Products tab.
        2. Toggle Auto-Send Surveys? “off” for the products you do not want to receive surveys.

      3. Customise Surveys by Product or Segment Results

      For businesses managing multiple locations or properties, the Organisations feature (available on Pro plans) allows you to:

      • Customise the look and feel of surveys by product.
      • Segment survey results by organisation.

      Important Notes:

      • The Organisations feature requires a single booking system integration.
      • If you use multiple booking systems with separate API credentials, you must create a Yonder account for each system. Yonder will link these accounts, so you can access each account with your current login credentials. 

      Learn more about Organisations and how to set them up in this article.

      4. Set Up Survey Send Settings

      By default, survey and review requests have Auto-Send disabled until they’ve been configured in Send Settings. 

      To enable and configure sending:

      1. Go to the Reviews section in your Yonder account and select Setup in the left-hand menu.


      2. In Setup, select Send Settings from the three tabs on the top of the page.


      Configure Auto-Send Settings

      In Send Settings, you can configure your Auto-send settings

      You can choose to send surveys at a specific time on the same day as the visit or up to one week later.

      Tip: Surveys sent in the evening, when your customers are relaxing after their trip, usually generate higher response rates.

      Frequently Asked Questions (FAQs)

      What if my product list doesn’t update automatically?
      Ensure you’ve clicked the blue “Activate” button in the System Setup tab. For Zapier integrations, check that booking events are being received.

      Can I customise surveys for specific products?
      A: Yes, you can customise surveys using the Organisations feature on Pro plans. This allows you to adjust survey design and results segmentation for different products or locations.

      What happens if I don’t toggle Auto-Send Surveys “on” for a product?
      Surveys will not be sent for that product. Review the Manage Products tab to ensure desired products are enabled.

      Auto-Send Surveys is toggled “on” for my products, but no surveys have been sent. Why?
      Ensure the master Auto-Send setting for surveys is enabled in Reviews > Setup > Send Settings. By default, this is turned off, and surveys will not be sent until you configure your survey send settings.

      Can I use multiple booking systems with Yonder?
      Yes, but you will need separate Yonder accounts for each system. Yonder can link these accounts to a single login for easier access.

      How do I optimise my survey timing for better response rates?
      Send surveys in the evening when customers are likely to be relaxing after their trip.


      Have questions? Contact support@yonderhq.com