Capturing customer feedback at the right moment can make the difference between a reactive fix and a proactive win. But if you’re only using email to send your surveys, you may be missing opportunities to connect with customers where they’re most responsive: on their phones. According to our 2025 State of Surveys data, nearly 6 in 10 survey responses are completed on mobile devices.

With automated SMS survey invites now available in the SurveyMonkey Salesforce integration, it’s easier to reach those customers. You can trigger personalized text message invitations the second a record changes, with every response syncing straight back to your CRM.

SMS invites have entered the chat

In addition to email and shared links, SMS is now available as a trigger-based option within our Salesforce integration. When a Salesforce record changes—like when a support case is closed, an opportunity is marked won, or onboarding is completed—you can automatically send a personalized survey invite via text.

From trigger to text:

Unlock a faster, more connected feedback loop

Automating SMS directly within Salesforce is a game-changer for teams that live in Salesforce. It allows you to move away from manual work and reach people in a way that actually fits their lives—without leaving the platform where you already work.

Whether you’re a CX manager aiming for higher response rates, a support lead closing the loop after a resolution, or a marketer segmenting by sentiment, SMS adds a powerful new channel without adding complexity. Reaching customers on their preferred devices leads to better results across the entire lifecycle:

Increase response rates

Inboxes are crowded, but text messages tend to get noticed faster. According to our 2025 State of Surveys report, mobile survey responses have outpaced non-mobile for the past 5 years, making SMS a more practical way to catch customers’ feedback while their experience is still fresh.

For example:

And because SMS is fully integrated into your Salesforce workflow, you don’t have to manage a separate distribution tool or manually upload contact lists.

Save time with automation 

Manual survey distribution can become a bottleneck, risking delays or inconsistencies. By setting up event-driven triggers in Salesforce, your surveys send themselves the moment your criteria are met. There’s no need to export lists, monitor sends, or coordinate between systems. 

Plus, with Salesforce data embedding, you can default to personalized SMS messages like: “Hi Sarah, we’d love your feedback on your recent product support case. It only takes 1 minute.” With relevant details from Salesforce, your survey invites feel timely and specific.

Keep your data connected

Feedback is only valuable if it’s easy to access and act on. With the SurveyMonkey Salesforce integration, SMS responses sync back to the appropriate Salesforce objects automatically. That means:

By keeping operational data and feedback data together, you get a more complete view of your customer relationships—and a stronger foundation for decision-making.

Automated SMS survey invites empower Salesforce-savvy teams to act on customer insights in real time. Whether you're a CX manager aiming for higher response rates, a support lead closing the loop after a resolution, or a marketer segmenting by sentiment, it adds a powerful new channel without adding complexity.

How to get started

Automated SMS survey invites are available for SurveyMonkey Enterprise customers with the Salesforce integration.

Current Enterprise customers can reach out to their customer success manager to learn more about activating the SMS add-on. Once it's enabled, you'll see SMS as a distribution option alongside email and web links within the integration.

From there, it's a simple 4-step process:

Note: Like our SMS collector, this feature currently supports sending invites to phone numbers in the US, UK, Canada, or Australian. To send survey invitations via text message, you will need to buy SMS credits.

Take the next step

Ready to bring SMS into your Salesforce workflow? Check out these resources to help your team hit the ground running:

By automating SMS survey invites directly from Salesforce, you can make it easier to reach customers, collect meaningful insights, and keep your CRM data up to date—all within a single, connected workflow.

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.