Genesys Cloud (formerly PureCloud)

Discussion Thread View

Multiple surveys per email thread

  • 1.  Multiple surveys per email thread

    NEW MEMBER
    Posted 8 days ago
    Edited by Maurice Ford 4 days ago
    Hello all,

    Currently, we have the email survey policy set to send a survey invitation for all emails into our email queue. This is causing an issue when a customer replies to an email response from one of our agents and the email hits that queue again, resulting in multiple survey invitations being sent to the same customer, for the same thread.

    I do not see anywhere in the policy to remedy this, unless I'm missing something. Is this something anyone else has encountered and if so, any suggestions to limit the number of survey invitations sent to 1 per thread?

    Thanks
    #QualityManagement

    ------------------------------
    Maurice Ford
    ------------------------------