---
title: Personalised survey links from your CRM or PMS
description: Personalised survey links from your CRM or PMS
---
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# Personalised survey links from your CRM or PMS
## If your CRM, PMS or guest app sends your post-stay emails, it can include a link that tells Customer Alliance who the guest is. Their answers then arrive with their name, stay and room details instead of anonymously, and you can send some guests straight to your Google, Tripadvisor or HolidayCheck page.
On this page
1. The two kinds of link
2. Before you start
3. Set up a property
4. What to send your provider
5. Send guests to a review portal
6. If you moved from the previous platform
7. What your guests experience
8. Keep your key safe
9. Questions
**The two kinds of link:
Survey link**
##### Opens your survey
The guest lands on your survey in their language. Their answers are linked to their guest record and stay, together with details your provider sends, such as room number or rate.
**Portal link**
##### Opens your review page
The guest goes straight to your property's page on Google, Tripadvisor or HolidayCheck to write a public review. Customer Alliance records that you asked them.
Your provider builds a separate link for every guest. You don't create links one by one; you set up each property once and give your provider what it needs.
**Before you start**
- You need permission to configure surveys for the property. Users without it don't see the settings described here.
- For survey links, the property needs a published survey. A survey set up for your group works for every property in it.
- For portal links, add your review page addresses under Settings → Review links first.
**Set up a property**
1. ### Open the Links tab
Go to Distribution → Links & QR codes and choose the property in the location selector. If you choose a group, every property in it is listed.
2. ### Create the property's credential
Under Deep-link credentials, click Create credential next to the property. You get two values:
- a **Location ID**, which identifies the property in every link
- an **Auth key**, which your provider uses to protect each guest's details
The Auth key is shown once, in a dialog. Copy it straight away. You can show it again later with Reveal key; every reveal is recorded.
3. ### Copy the link templates
Each survey on the tab now shows its Deep link under the normal share link. Click Copy deep link. If the property has review links, its credential also lists Portal links, one per portal, each with its own copy button.
4. ### Send everything to your provider
See the next section for the full list. Once your provider has built the links into your emails, guests who click them appear in Customer Alliance with their stay.
**What to send your provider**
| What | Where to find it | How to send it |
| --- | --- | --- |
| Location ID | The credential row, Copy location ID | Any channel |
| Auth key | Shown once when created, or Reveal key | A secure channel only, such as a password manager share. Never in a plain email. |
| Survey link template | Under each survey, Copy deep link | Any channel |
| Portal link templates | The credential row, under Portal links | Any channel, if you use them |
| Technical guide | The link below, also on the Links tab as How to build deep links | Any channel |
`https://app.customer-alliance.com/survey-links`Copy
The guide explains to your provider's developers exactly how to build each link and protect the guest's details with your Auth key.
**Send guests to a review portal**
There are two ways to ask guests for a public review instead of a survey.
### Portal links, when you choose who gets asked
Give your provider the portal link for Google, Tripadvisor or HolidayCheck and let it decide which guests receive it, for example a campaign asking recent guests for a Google review. Portal links only appear for portals you have added under Settings → Review links. If none appear, use Add review links on the credential.
### A split, when Customer Alliance chooses
On the credential, under Send guests to review portals, enter the share of guests that should go straight to each portal, for example Google (%) 20. The rest go to your survey. Click Save.
- The split applies to survey links and to links on the previous platform's address. It doesn't change your portal links or your QR codes.
- A guest is always sent the same way, however often they open the link. A guest who has already started your survey stays with it.
- The shares can add up to at most 100%. Setting all of them to 0 turns the split off.
**Booking.com isn't offered.** Booking.com only accepts reviews from guests it invites itself, so links can't send guests there.
**If you moved from the previous platform**
Your property keeps the Location ID and Auth key it had before, so your provider's existing links keep working. Two things to do:
- On the credential, choose which survey those links open under Survey for v1-format links, then click Save. While this is set to None, those links show a "not available" page.
- Ask your provider to change the address in your links from `go.customer-alliance.com` to `app.customer-alliance.com`. Nothing else in the links changes. Do this per hotel, once that hotel has moved: until then, its links only work on the old address.
If your property has no credential yet, contact support and we'll bring over the one you had.
**What your guests experience**
- The guest clicks the link in your email and lands on your survey or review page. They don't log in or enter any details.
- Each link collects one survey response. If the guest opens it again on the same device, they continue where they left off. Once they have answered, the link shows the thank-you page.
- If your PMS already sent us the guest's stay, the answers attach to that stay instead of creating a second one.
- Customer Alliance sends no reminders for links it didn't email. Once a guest has opened a survey link, we don't email them the same survey again soon after.
- A guest sent to a review portal gets no new survey invitation from Customer Alliance for 30 days, so they aren't asked twice. A reminder for an invitation sent before still goes out.
- A guest who asked us to erase their data isn't recorded again. They can still answer, anonymously.
**Keep your key safe**
Anyone who holds a property's Auth key can create guests and survey responses for it. Share the key only with your provider, over a secure channel.
**If the key has been exposed, rotate it.**
Click Rotate key, then Rotate now. Every link built with the old key stops working at once, including links already in guests' inboxes, so give your provider the new key straight away.
To pause all of a property's links without changing the key, switch off Links work on the credential and click Save.
**Questions**
- A guest sees "This survey link can't be used".
Why?
For security, the page doesn't say which check failed. The usual causes are:
- the key was rotated, or the provider is using the wrong key
- Links work is switched off for the property
- the departure date in the link is more than 180 days ago, or more than 365 days ahead
- a link on the previous platform's address, with no survey chosen under Survey for v1-format links
- a portal link for a portal you haven't added under Review links
- The survey link shows `{locationId}` instead of an ID.
That happens when you're looking at a group, or when a property has more than one working credential. Your provider replaces it with the Location ID of the property each guest stayed at.
- Where do I see the answers?
Responses from these links appear with your other survey responses and reviews, linked to the guest and their stay. The details your provider sends, such as room number, show beside the guest's answers.
- Can I use these links in a QR code?
No. These links are built for one guest each. For signs and QR codes, use the survey's normal share link on the same tab.
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