Genesys Cloud CX

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  • 1.  opt-out of survey with salesforce contacts

    Posted 01-20-2022 09:55
    Hi Community,

    If we setup an integration with salesforce and we synchronize the contacts. How can we opt-out certain customers from surveys?

    With a normal external contact, you can set it in the contact.

    But if you synchronize contacts from Salesforce, those are read-only.

    So how can we achiever this? We want to ask in the IVR whether a customer wants to participate or not in the survey.

    A survey is activated using a policy but I don't understand how the opt-out works.


    rgds,

    Tommy
    #Ask Me Anything (AMA)
    #ArchitectureandDesign
    #QualityManagement

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    Tommy Braes
    CX Consultant
    Proximus PLC
    tommy.braes.ext@proximus.com
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  • 2.  RE: opt-out of survey with salesforce contacts

    Posted 01-20-2022 09:59
    Does every survey go through the survey invite flow first? Can we do a data action towards salesforce, check the contact to see if he/she wants to participate in the survey?

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    Tommy Braes
    CX Consultant
    Proximus PLC
    tommy.braes.ext@proximus.com
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  • 3.  RE: opt-out of survey with salesforce contacts

    GENESYS
    Posted 01-21-2022 10:09
    Hi Tommy,

    Yes it goes through the survey invite flow if you have a QM policy (on a matching criteria) that triggers certain interactions into the survey flow.  Then yes you can do a data action towards salesforce in there.  Take a look at the "advanced survey invite flow" example in https://help.mypurecloud.com/articles/navigate-a-survey-invite-flow/ -- and you can see how Opt-out is implemented, and tweak from there.

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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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