Customer Survey Mode - Offboard.tech

Offboard supports two use cases per workspace: exit interviews (the default) and customer surveys. A survey is a short, conversational feedback session — the AI asks about what’s working, what’s frustrating, and what’s missing — so you can improve your product. Survey mode reuses the entire interview pipeline: the same public route, the same AI chat UI, the same PII scrubbing, webhooks, and billing.

Choosing a Use Case

During onboarding

The setup assistant asks what you want to build first:

Exit interview — win back churning customers
Customer survey — collect product feedback

Choosing “Customer survey” asks which product areas to probe (the survey’s focus areas) and skips save-offer and mode questions, since surveys are always non-blocking.

In Settings

Settings → Use Case picks the default flow — what the bare link runs. Both flows always stay live: the Magic Links card shows two copyable links, one per use case. The non-default link carries an explicit ?case= parameter so it stays pinned to its flow even if you change the default later. Surveys run on the same public route — there is no separate URL. Whichever flow is not the workspace default is reached by adding ?case= to the link:

# Survey link when the workspace defaults to exit interviews
/e/[workspace_id]?case=survey&[metadata_params]

# Exit-interview link when the workspace defaults to surveys
/e/[workspace_id]?case=exit_interview&[metadata_params]

Parameter	Type	Required	Description
`workspace_id`	`string`	Yes	Your workspace identifier
`case`	`exit_interview` \| `survey`	No	Overrides the workspace `useCase` config — one workspace can serve both flows via two links
`cancel_url`	`string`	No	Optional “Return to ” link shown after the survey completes
`interview_id`	`string`	No	Resume an existing session
`*`	`string`	No	Merchant metadata (e.g., `plan`, `segment`)

mode is ignored for surveys. Surveys are always non-blocking: no skip link, no decision screen, no pre-cancel gate. ?mode=pre on a survey link has no effect.

save_url is unused in survey mode — surveys never present save offers.

What the Customer Sees

A greeting asking for honest feedback (“We’d love your honest feedback on your experience…”), top bar labeled “Feedback survey with ”
A short conversation probing your configured focus areas (or general product experience if none are set)
A thank-you screen with an optional “Return to ” link (cancel_url)

What You Get

The session appears in your dashboard interview list like any other session
metadata.theme is classified into the same taxonomy: pricing, missing_feature, ux_complexity, bugs_reliability, support, competitor, business_change, other
archetype stays null — churn archetypes only apply to exit interviews
A completed survey fires the same interview.completed webhook and is billed the same way ($0.99 per completed session, minimum 3 turns)
All transcripts are PII-scrubbed before storage, exactly like exit interviews

Differences at a Glance

	Exit interview	Customer survey
Trigger	Cancel button	Any link share
Blocking (`?mode=pre`)	Yes	No — always non-blocking
Save offers	Yes (when configured)	Never — the tool isn’t exposed
`archetype`	Classified	Always `null`
Final status	`completed` / `saved`	`completed` only
Billing	$0.99 per completed	Same

⌘I

​Choosing a Use Case

​During onboarding

​In Settings

​Sharing the Survey

​What the Customer Sees

​What You Get

​Differences at a Glance