What it does
AskNicely collects customer feedback through surveys and connects responses with case handling, team reports and follow-up actions. Its workflows can send replies, notify connected tools or update the status of matching feedback.
Turn a response into a follow-up in AskNicely. Open Workflows, choose a survey workflow, name it and set the conditions with AND or OR rules. The action can send a reply, notify a connected tool or mark a matching response Open or Closed. Set its sending cadence and activate it when the rule is ready.
Automatic execution applies to new responses; it does not process the existing backlog. A user with the Run workflows privilege can run one against an individual existing response from Responses or its Chat window. For an SMS-delivered survey, use an SMS workflow because the email workflow will not send.
Packages and access
| Package | Examples of included capabilities |
|---|---|
| Learn | Customer surveys, workflows and reports |
| Grow | Feedback assignment, Slack and Teams connections, and review requests |
| Transform | In-app surveys, frontline coaching and unlimited API extraction |
All packages include unlimited users and start at 500 responses per year. Pricing is quoted for the chosen package and volume through Talk to Sales. Some capabilities, including NiceAI, are optional additions.
A service team can use a low rating to open a case and notify the person responsible. Keeping the automatic rule focused on new feedback avoids sending unexpected replies to old responses.
Strengths
- Response rules can open or close follow-up cases
- Permitted users can run a workflow on an existing response
Watch out for
- Automatic workflows do not process historical responses retroactively
Best for
- Service teams routing customer feedback into specific follow-up work
Sources
- AskNicely: Customer Experience Software (Oct 25, 2026)
- AskNicely Pricing (Oct 27, 2026)
- Workflows Setup Guide (Oct 27, 2026)