Genesys Cloud - Main

 View Only
Discussion Thread View
  • 1.  Web Survey for webchat interactions

    Posted 05-28-2020 06:12
    Edited by Charaf Eddine Chemlal 05-28-2020 10:32
    Hello,

    I have created a web form as described in the following link : https://help.mypurecloud.com/articles/create-a-web-survey-form/

    In the policies section, I would like to deploy and determine how PureCloud will send the survey to cutomers for webchat.

    After selecting the web survey created already,  I need to specify a domain. So this assumes that PureCloud handles ACD (email) routing, which is not the case of our customer. Emails are managed by another application.

    In this case, how can I use Survey for webchat ? would it be possible to send the survey link to the customer after webchat interactions ends ?
    If I can generate this link I can send it by email by using our third party application.

    Any ideas ?




    Regards,

    #DigitalChannels
    #Integrations
    #QualityManagement
    #Roadmap/NewFeatures
    #Unsure/Other

    ------------------------------
    Charaf Eddine Chemlal
    NTT France
    ------------------------------


  • 2.  RE: Web Survey for webchat interactions

    Posted 05-29-2020 15:34
    Edited by Lesley Vereen 05-29-2020 15:36
    Hi Charaf,
    The survey invitation is sent to customers in an email - which has a web link to the survey.  It seems that we could explain this a bit better in the Resource Center documentation.  In order to send surveys, you need to have an email domain set up in PureCloud and select that as your sending domain.  This is not related to ACD email routing at all so there no issue that your ACD emails are managed by a 3rd party.  The domain name is what will display after whatever name you choose to display as the "Invitation sending user".  Just follow the steps on this page under "Select the email domain and add email addresses".https://help.mypurecloud.com/articles/manage-acd-email-routing/
    All you need to do is add a domain.  Then in your policy, decide on the sending user name you want to display in front of the email domain.

    Here's an example of the invitation where I put Survey by Lesley as the sending user.  This example also shows you what the invitation will look like if you create a canned response and add it to your survey flow. https://help.mypurecloud.com/articles/navigate-a-survey-invite-flow/

    Hope this helps you.
    Thanks for the question!
    Lesley

    ------------------------------
    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources