Question Conditional Logic

Conditional logic shows or hides questions based on previous answers.

Example:

• Ask: "Was this your first visit?"
• If "Yes" → Show: "How did you hear about us?"
• If "No" → Show: "How many times have you visited?"

This keeps surveys relevant and prevents asking unnecessary questions.

• Only ask relevant questions
• Skip irrelevant sections
• Reduce customer burden
• Increase completion rates

• More targeted questions
• Context-specific feedback
• Fewer "N/A" or skipped responses
• More actionable insights

• Surveys feel conversational
• Customers see only what matters to them
• Shows you understand their situation

IF [Question X] [Condition] [Value] THEN [Show/Hide] [Question Y]

1. Customer answers Q1: "NPS Score: 6"
2. System checks: "Is score ≤ 6?" → Yes
3. Shows Q2: "What disappointed you?"
4. Skips Q3: "What did we do best?" (only for promoters)

First, add all questions you'll use:

1. Main question (the trigger)
2. Conditional questions (shown based on answers)

Example:

• Q1: "How satisfied were you?" (CSAT 1-5)
• Q2: "What disappointed you?" (Text - for low scores)
• Q3: "What did we do well?" (Text - for high scores)

1. Click the question you want to make conditional
2. Expand Advanced Settings
3. Toggle Enable Conditional Logic
4. Configure the condition (see below)
5. Click Save

Set three parts:

1. Trigger Question: Which question to check 2. Condition: The comparison rule 3. Value: What to compare against

1. Click Preview to test your survey
2. Answer the trigger question with different values
3. Verify the conditional questions appear/disappear correctly

Available conditions:

• Is equal to
• Is not equal to
• Is greater than
• Is greater than or equal to
• Is less than
• Is less than or equal to

Examples:

Show follow-up for detractors:

• IF "NPS Score" is less than or equal to "6"
• THEN show "What disappointed you?"

Show follow-up for promoters:

• IF "NPS Score" is greater than or equal to "9"
• THEN show "What did we do best?"

Show follow-up for very satisfied:

• IF "CSAT Score" is equal to "5" (😀)
• THEN show "Would you write us a review?"

Available conditions:

• Is
• Is not
• Is any of
• Is none of

Examples:

Show service-specific question:

• IF "Which service?" is "Dental Cleaning"
• THEN show "Was this your regular 6-month cleaning?"

Show location-specific question:

• IF "Which location?" is "Toronto"
• THEN show "Did you have trouble finding parking?"

Show for multiple options:

• IF "Which service?" is any of ["Whitening", "Cosmetic"]
• THEN show "Are you happy with the appearance?"

Available conditions:

• Is Yes
• Is No

Examples:

First-time visitor flow:

• IF "Was this your first visit?" is Yes
• THEN show "How did you hear about us?"

Returning customer flow:

• IF "Was this your first visit?" is No
• THEN show "How many times have you visited us?"

Issue resolution:

• IF "Was your issue resolved?" is No
• THEN show "What's still outstanding?"

Available conditions:

• Includes
• Does not include
• Includes any of
• Includes all of

Examples:

Selected specific feature:

• IF "Which features do you use?" includes "Mobile App"
• THEN show "How would you rate the mobile app?"

Didn't select feature:

• IF "Which features do you use?" does not include "Reports"
• THEN show "Why don't you use the reports feature?"

Available conditions:

• Is filled
• Is empty
• Contains
• Does not contain

Examples:

Email provided:

• IF "Email address" is filled
• THEN show "May we email you about promotions?"

Mentioned specific keyword:

• IF "Comments" contains "price"
• THEN show "What pricing would be fair?"

Available conditions:

• Is equal to
• Is not equal to
• Is greater than
• Is less than
• Is between

Examples:

Frequent visitors:

• IF "How many visits?" is greater than "5"
• THEN show "Would you like a loyalty discount?"

Visit range:

• IF "How many visits?" is between "2" and "5"
• THEN show "What brings you back?"

Available conditions:

• Is before
• Is after
• Is between
• Is within last [X] days

Examples:

Recent customer:

• IF "First visit date" is within last "30 days"
• THEN show "Are you satisfied with your onboarding?"

Long-time customer:

• IF "First visit date" is before "2024-01-01"
• THEN show "What keeps you coming back?"

Show a question only if multiple conditions are met:

AND logic (all must be true):

• IF "NPS Score" is less than "7"
• AND "Was this your first visit?" is "No"
• THEN show "Why are you less satisfied than before?"

OR logic (any can be true):

• IF "Which service?" is "Whitening"
• OR "Which service?" is "Cosmetic"
• THEN show "Are you happy with the appearance?"

Create complex flows with multiple levels:

Level 1:

• Q1: "Was this your first visit?" → Yes/No

Level 2 (depends on Q1):

• IF Q1 is "Yes" → Q2: "How did you hear about us?"
• IF Q1 is "No" → Q3: "How many times have you visited?"

Level 3 (depends on Q3):

• IF Q3 is greater than "10"
• THEN Q4: "Would you like to be a VIP member?"

Jump to different parts of the survey:

1. Set up conditional logic to show/hide sections
2. Group related questions under section headers
3. Show entire sections based on answers

Example: Service-specific sections

• Q1: "Which service?" → Cleaning / Filling / Whitening
• IF "Cleaning" → Show "Cleaning Questions" section
• IF "Filling" → Show "Filling Questions" section
• Skip irrelevant sections

Special conditional logic for employee-specific surveys:

Show questions only for certain employee positions:

Setup:

1. Create employees with positions (Dentist, Hygienist, Receptionist)
2. Add conditional question
3. Set condition: "Employee Position" is "Dentist"

Example:

• IF employee position is "Dentist"
• THEN show "Did the dentist explain the procedure clearly?"

Show questions only for certain departments:

Setup:

1. Create departments (Clinical, Front Desk, Management)
2. Add conditional question
3. Set condition: "Employee Department" is "Clinical"

Example:

• IF employee department is "Front Desk"
• THEN show "Was check-in efficient?"

Learn more in the Employees documentation.

Good:

• Single condition per question
• Clear trigger → response flow
• Maximum 2-3 levels of nesting

Avoid:

• Complex multi-condition logic
• Circular references (Q2 shows Q3, Q3 shows Q2)
• More than 3 levels of nesting

Before sending:

1. Test all paths: Answer trigger questions with every possible value
2. Verify hiding: Ensure questions hide when they should
3. Check mobile: Test on phone (tap targets, scrolling)
4. Edge cases: Test with extreme values, empty responses

When using conditional logic:

1. Don't assume context: Each question should make sense on its own
2. Repeat key info: "You mentioned you're a first-time visitor..."
3. Use clear language: Don't rely on previous question being visible

Ensure every path leads to completion:

❌ Bad: Question only appears for promoters, but it's required → Detractors can't complete survey

✅ Good: Make conditional questions optional, or provide alternative paths

For surveys with complex conditional flows:

1. Create a flowchart: Map out all possible paths
2. Add internal notes: Document why logic exists
3. Test with team: Have colleagues walk through all scenarios

Q1: "How satisfied were you with your visit?" (CSAT 1-5)

Q2 (if CSAT ≤ 3):

• "What could we have done better?" (Text)

Q3 (if CSAT ≥ 4):

• "What did we do well?" (Text)

Q4 (if CSAT = 5):

• "Would you write us a Google review?" (Yes/No)

Q5 (if Q4 = Yes):

• Shows review request link

Q1: "Was this your first visit?" (Yes/No)

Q2 (if Q1 = Yes):

• "How did you hear about us?" (Multiple Choice)

Q3 (if Q1 = No):

• "How many times have you visited?" (Number)

Q4 (if Q3 > 5):

• "Would you like to join our loyalty program?" (Yes/No)

Q1: "Which service did you receive?" (Multiple Choice)

Q2 (if Q1 = "Whitening"):

• "Are you happy with the shade achieved?" (Rating)

Q3 (if Q1 = "Filling"):

• "Is the filling comfortable?" (Yes/No)

Q4 (if Q1 = "Cleaning"):

• "Was this your regular 6-month cleaning?" (Yes/No)

Q1: "Did we resolve your issue?" (Yes/No)

Q2 (if Q1 = No):

• "What's still outstanding?" (Text)

Q3 (if Q2 is filled):

• "Would you like us to follow up?" (Yes/No)

Q4 (if Q3 = Yes):

• "Best phone number to reach you?" (Phone)

Check:

• Is conditional logic enabled?
• Is the condition correctly configured?
• Did you answer the trigger question?
• Is the trigger question visible (not hidden by its own logic)?

Check:

• Is "Show by default" toggled on?
• Is the condition inverted (is vs is not)?
• Are you testing with the right trigger value?

Check:

• Preview on actual mobile device
• Ensure questions load in correct order
• Verify JavaScript isn't blocked

Problem: Q2 depends on Q3, Q3 depends on Q2

Solution: Restructure logic to be linear (Q1→Q2→Q3)

Now that you understand conditional logic:

1. Preview your logic - Test all paths thoroughly
2. Reorder questions - Organize conditional flows
3. Create sequences - Automate conditional survey sending
4. Set up position filters - Use employee-based conditions

Can I have multiple questions depend on the same trigger? Yes! Multiple questions can all check the same trigger question with different conditions.

What happens if I delete a trigger question? All conditional logic referencing it will break. You'll need to reconfigure or remove the conditions.

Can I use conditional logic with all question types? Yes, but some combinations work better than others. Number/rating/multiple choice are easiest to work with.

Will customers see the hidden questions? No, hidden questions are completely invisible until their condition is met.

Ready to create intelligent, adaptive surveys? Start adding conditional logic! 🧠