Jotform NPS to Airtable and Slack: detractor and promoter routing

Build a deterministic code workflow that triages Jotform NPS and CSAT survey responses. No AI, no drafting. The value is the deterministic branch on the numeric score, the always-on Airtable audit trail, and a fast detractor alert in Slack.

Trigger: a Jotform webhook. The form I want to monitor posts to the workflow every time a customer submits an NPS or CSAT response. The webhook payload includes the submission ID and form ID.

Step 1: Use the Jotform Get Single Submission operation to pull the full submission by its ID. From the answers, extract the customer email, the numeric rating, the free-text comment, the form name, and the submission timestamp.

Step 2: Always write one row to Airtable using the Create Records operation. The target is a feedback table in a base I will pick at setup. Columns to populate: customer email, score, comment, form name, submission timestamp. This step runs for every response, before any branching, so the audit trail is complete.

Step 3: Branch on the numeric score. If the score is between 0 and 6 (detractor), use the Slack Bot Send a Message operation to post to my customer success escalation channel with the customer email and the full comment text so the CX team can reach out within the hour. If the score is 9 or 10 (promoter), use Send a Message to post to my marketing channel with the comment so the team can request a testimonial or review. If the score is 7 or 8 (passive), do nothing further. The Airtable row from Step 2 is the only record needed for passives.

Slack messages should include the form name, the score, the customer email, and the full comment, formatted clearly so a human can scan and act. Use the Slack Bot integration so the post comes from a shared bot identity rather than any individual user.

At setup, ask me for: the Jotform form ID (or let me pick from my forms), the Airtable base ID, the Airtable table name, the Slack channel for detractors, and the Slack channel for promoters. Keep the score cutoffs (0 to 6, 7 to 8, 9 to 10) configurable so I can tweak them later without rebuilding the workflow.

Additional information

What does this prompt do?

Captures every Jotform NPS or CSAT response in an Airtable feedback row with email, score, comment, form name, and submission time.
Pings your customer success Slack channel the moment someone scores 0 through 6, so the team can reach out within the hour.
Posts promoter comments (9 or 10) to your marketing channel so you can chase testimonials and review requests while the customer is still excited.
Quietly logs passive scores (7 or 8) to Airtable without paging anyone, keeping the audit trail complete.

What do I need to use this?

A Jotform account with the NPS or CSAT form you want to monitor.
An Airtable base with a feedback table that has columns for email, score, comment, form name, and submission time.
A Slack workspace with a customer success channel and a marketing channel ready to receive alerts.

How can I customize it?

Adjust the detractor and promoter cutoffs to match your scoring rubric, for example treating 7 as a detractor or pulling 8 into the promoter bucket.
Swap or split the Slack destinations by product line, region, or team, including sending VIP alerts to a private channel or DM.
Add extra Airtable columns like plan tier, account owner, or campaign tag and map them from your Jotform fields.

Frequently asked questions

Does this work for both NPS and CSAT forms?

Yes. As long as your form captures a numeric rating, an email, and a comment, the same workflow handles either. You can also point multiple forms at it and let the form name field tell you which survey a response came from.

What if my rating scale is 1 to 5 or 1 to 10 instead of 0 to 10?

Tell Geni your scale and where the detractor, passive, and promoter cutoffs should fall. The branching logic is just a numeric comparison, so any scale works.

Can detractor alerts go to a Slack DM instead of a channel?

Yes. Point the detractor branch at any user, channel, or group conversation your Slack workspace allows. You can also route based on the customer email, for example DMing whichever CSM owns that account.

Do passive responses still get logged?

Yes. Every response writes to Airtable first, before the score check. Passives just skip the Slack alert step. You get a complete log of every reply with zero gaps.

Can I add another step, like creating a ticket for detractors?

Yes. Ask Geni to add a Zendesk, HubSpot, or Linear step inside the detractor branch. The rest of the workflow keeps running exactly the same.