How Conditions Combine

Within a condition, values are alternatives (match any one). Across conditions, all must be met. So adding more values widens a setting, and adding more conditions narrows it.

Example, a setting with Project Type = Installation/Maintenance, and Company = Acme:

Sending the Survey

• Survey: select the template to send, or click Create Survey to make one.
• Send To: who receives the survey. Options depend on your PSA, see PSA-Specific Details.
• Send to inactive or opted-out contacts: unchecked by default.

Saving and Activating a Setting

New settings are always created Inactive. A setting can only be activated once it has a trigger status and a survey to send; conditions are optional. Once the survey is saved, just click on the right menu and select "Active":

To deactivate, change Status to Inactive. This stops new surveys immediately; surveys already sent aren’t affected.

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How a Setting Works

You’ve now seen the three parts that make up a setting. Once it’s Active, here’s what actually happens behind the scenes, with no manual work from you:

1. A project in your PSA moves to the status you picked as the Trigger.
2. Crewhu picks up that change the next time it syncs with your PSA (not instant, see PSA-Specific Details for how often this runs).
3. Crewhu checks whether the project also matches every Condition you added. With no conditions, every project reaching that status qualifies.
4. If it matches, Crewhu sends the survey from Send Survey to that project’s contacts.

That’s the whole loop, no follow-up needed once the setting is active.

Managing Your Settings

• Rename: click the pencil icon next to the name in the breadcrumb.
  
• Duplicate: row menu → Duplicate. Creates an inactive copy.
  
• Delete: row menu → Delete. Permanent, but doesn’t affect surveys already sent.
  
• Bulk actions: select settings via checkboxes to activate, deactivate, or delete several at once.
  

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Survey Templates

A survey template holds everything your customer sees: the email, the survey page, and the thank-you page. Templates belong to your Project Survey, not a single setting, editing one updates every setting that uses it.

To review all your Survey Templates, go to Project Survey > Settings and click on Survey Templates on the header:

Creating a Template

Click Create Survey, name it, and the editor opens with ready-to-use content you can edit freely.

Editing a Template

In the Survey Templates window, click Edit next to a template. 

The editor has three sections:

• Email: the invitation email, including the subject, the message and the rating question;
• Survey Page: the page where customers rate the categories and leave a comment. Use Categories Color to set the color of the categories;
• Thank You: the page shown after the customer submits the survey.

You can also rename the template in the name field at the top. Click Save to save your changes. A template can't have an empty name.

Deleting a Template

A delete icon appears next to Edit only for templates that no setting uses. Click it and confirm in the Remove Template window. Deleting a template is permanent and doesn't affect surveys already sent.

To stop using a template in a setting, select another survey in the Send Survey step.

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Categories

Categories are the topics your customers rate, like Timeline, Budget, Communication, or Team. Manage them by clicking Categories in the Settings header.

Categories belong to your account, not to a setting, and stay available to your surveys when you create or delete settings.

What Your Customers See

1. The email: asks for a rating on a 1–7 scale right in the message.
2. The survey page: opens with that score applied, shows all category questions plus an optional comment field.
3. The thank-you page: its message adapts to the rating.

Incomplete Responses

If someone clicks a rating but doesn’t finish the survey page, Crewhu closes the response within two hours. The overall rating is kept; category answers stay blank.

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PSA-Specific Details

Most of Project Surveys works the same for every PSA. What changes is how each PSA organizes its projects, which affects the conditions you can use and who receives the survey, along with the trigger statuses, the required permissions and data sync.

	ConnectWise	Autotask	Halo PSA
Conditions	Project Type, Company, Project Board	Project Type, Company	Project Type, Company, Team
Send To	All contacts, or Project contact only	Primary contact	End-user
Send to inactive/opted-out	Available	Available	Available

ConnectWise

Grant the permissions in the Project Surveys group, detailed at ConnectWise Permissions. Data syncs hourly, so a survey can take up to an hour to send after a status change.

• Conditions: Project Type uses the ConnectWise project type, Company uses the project’s company, and Project Board uses the ConnectWise project board.
• Send To: choose All contacts on the project (everyone listed in the project’s Contacts tab) or Project contact only (the single contact set in the project’s Contact field).
• Contact status: whether a contact is inactive or opted out comes from the contact data synced from ConnectWise.

Tip
Filter by Company or Project Board when different delivery teams or customer groups need a different survey.

Autotask

Grant the permissions in the Project Surveys group, detailed at AutoTask Integration Permissions.

• Conditions: Project Type uses the Autotask project type, and Company uses the project’s company. Project Board isn’t available for Autotask.
• Send To: always the project’s primary contact, if there isn’t one, no survey sends.
• Contact status: comes from the contact data synced from Autotask. To include a primary contact who’s inactive or opted out, check Send to inactive or opted-out contacts.

Halo PSA

Grant the permissions in the Project Surveys group ([link to Halo PSA Permissions]).

• Conditions: Project Type uses the Halo PSA project type, Company uses the project’s company, and Team uses the team assigned to the project in Halo PSA. Project Board isn’t available for Halo PSA.
• Send To: always the project’s end-user, if there isn’t one, no survey sends.
• Contact status: comes from the contact data synced from Halo PSA. To include an end-user who’s inactive or opted out, check Send to inactive or opted-out contacts.

Tip
If a survey didn’t go out as expected, check the project in your PSA first, its status, type, company/board/team, and contacts are exactly what the setting evaluates.

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Project Survey Analytics

In Crewhu Pulse, click Project Survey > Analytics. Select the setting you want to analyze and the time frame.

Analytics shows these metrics:

• Surveys sent: total surveys counted as sent;
• Survey conversion: surveys answered divided by surveys sent;
• Projects with surveys: number of projects with at least one survey sent;
• Project conversion: projects with at least one answer divided by projects with surveys.

The metrics follow the rules of the setting you selected. 

The Responses table lists each response with its rating, company, feedback and a score for each category. 

An exclamation icon in the Rating column marks a survey counted as sent to a contact with no email address. These rows show no rating, feedback or category answers. They only appear when Send to inactive or opted-out contacts is checked. Inactive and opted-out contacts receive the email, so they’re never marked with this icon.

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When an Integration Stops Working

Project Surveys depends on your PSA integration. If Crewhu loses access to your PSA, active settings using it stop sending surveys:

1. A banner at the top of the Settings screen tells you how many active settings are affected.
2. The affected setting’s Status column shows Not Running instead of the selector.

The setting stays Active underneath and resumes on its own once access is restored. 

Important: Projects that changed status while it was down are not surveyed retroactively.