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  • 1.  Building surveys

    Posted 21 days ago

    For survey capabilities, can someone please confirm the following?

    1. The only way to send a survey currently is via email.
    2. If the only way to send a survey is via email, how are we supposed to get emails into the system to send the surveys? Our CRM is not tied to Genesys.
    3. To build a survey flow, can someone walk me through how that needs to be created?
    4. Is there a way to limit how many times someone gets a survey sent to them? For example, we have some people who call every day - we wouldn't want them to get a survey every day.

    #API/Integrations
    #ArchitectureandDesign
    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

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    Amber Krueger
    Ultimus Fund Solutions, LLC
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  • 2.  RE: Building surveys
    Best Answer

    Posted 21 days ago
    1. Yes, you can send surveys via SMS or even WhatsApp now.  Here is a blueprint:  Send a web-based survey via SMS (genesys.cloud)
    2. As you surmised, you need to have the Email address for the caller.  We usually look this up in the CRM before passing to the agent.
    3. Here are some examples of survey flows you can use:  Navigate and download example web survey invite flows - Genesys Cloud Resource Center (mypurecloud.com)
    4. You can do limits in the recording Policy but you can also use the Survey flow to look back at how many have been sent to a contact. 


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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


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