Blythewarrior | 2022-11-21 19:59:45 UTC | #1
Hi I've created some data actions/flows that give us the ability to send an SMS that contains the relevant survey URL at the end of a call (as long as the flow recognises a mobile number)
Customer loves this, but and here is the kicker, they want the policy to be for people who disconnect in the flow or queue as there is messaging directing callers to digital channels and the customer wishes to understand caller's opinion.
Does anyone have any idea how we would complete this?
Many Thanks
Ebenezer_Osei | 2022-11-21 20:14:25 UTC | #2
Hello,
I believe customer.end topic fits your use case. You can kick off a workflow to send an SMS when a user disconnects.
Best
Blythewarrior | 2022-11-22 10:43:33 UTC | #3
Many thanks I'm not quite how this would work or where I implement
Kind Regards
Ebenezer_Osei | 2022-11-22 18:47:39 UTC | #4
Here is documentation on event triggers: https://developer.genesys.cloud/platform/process-automation/ and here is a blueprint that demonstrates how to utilize event triggers: https://developer.genesys.cloud/blueprints/process-participant-attributes-event-triggers-blueprint/
Blythewarrior | 2022-11-23 09:42:37 UTC | #5
Thanks Ebenezer Sorry, this all needs to be completed within Genesys without any outside applications (not that I claim to understand it)
Nick_Squires | 2022-11-28 12:27:16 UTC | #6
Good afternoon,
The functionality you've mentioned in the first part of your post is exactly what I'm looking for.
I can create an sms on the back of a call, but I can't figure out how to get the Survey URL into the SMS. Are you possibly able to share how you did this please?
Many thanks,
Nick Squires
Blythewarrior | 2022-11-28 14:04:23 UTC | #7
Hi Nick Create a data table using conversation ID as key and phone number as a field For incoming calls update the data table with ID and phone number
In a survey invite flow Do a look up on the data table to return the phone number Call an agentless SMS data action using the phone number returned and expression survey.Url as the body The only bit of a pain is: The complete survey email would need to be your own or customers with a rule set to delete the surveys
Obviously, you can add checks to ensure it's a valid number or even request one.
Kind Regards Phil
Nick_Squires | 2022-11-28 16:22:18 UTC | #8
That's brilliant, thank you!
I've done that and it's working :smiley:
Are you possibly able to help with one further thing? Is there a way of editing the survey link that is produced when using survey.url, as it's not a very friendly looking link to click, just wondered if we are able to change this to "Click this link to take our survey".
Thanks again,
Nick
Blythewarrior | 2022-11-28 16:33:25 UTC | #9
Sorry Nick, I'm yet to find a way to do it.
Phil
Nick_Squires | 2022-11-28 16:41:01 UTC | #10
Nevermind. Thank you for the help, absolutely brilliant. :+1:
Blythewarrior | 2022-11-28 16:48:20 UTC | #11
Hi @Ebenezer_Osei I've managed to build an action to trigger on a flow end. How would I "trigger" the survey for this one flow please as it does not get answered in a queue.
Many Thanks
system | 2022-12-29 16:48:46 UTC | #12
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 17303