Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Digital PCS (Post Call Survey) - automatic transfer

    Posted 10-30-2025 06:12
    No replies, thread closed.

    I want to create a Digital Post Call Survey which automatically transfers the interaction to the survey. I have started by creating a Survey with a couple of questions attached to it and then I have gone into Architect to create a Web Survey Invite Flow however there does not appear to be a set post flow option in the Web Survey Invite flow like there is in the Inbound Call flow in Architect.

    I just need a simple Web Survey Invite flow initially to transfer the PCS to a customer automatically. Is this possible ?.


    #ArchitectandDesign
    #ConversationalAI(Bots,VirtualAgent,etc.)
    #DigitalChannels
    #Implementation

    ------------------------------
    richard craig
    ------------------------------


  • 2.  RE: Digital PCS (Post Call Survey) - automatic transfer
    Best Answer

    Posted 10-30-2025 16:04
    No replies, thread closed.

    Hello Richard,

    It looks like there is an Idea is listed as an Upcoming Development in our Product Ideas Lab. I would recommend commenting, voting, and subscribing to that Idea to stay up to date with the upcoming new feature. 



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Digital PCS (Post Call Survey) - automatic transfer

    Posted 10-31-2025 04:28
    No replies, thread closed.

    Jason,

    it is not particularly clear from the idea what is happening in my opinion as per the following paragraph

    "As an agent, I want the survey to be automatically sent to the user within the digital channel without a link to an email, as soon as I end the interaction.

    As a user, I want to respond to the survey right within the chat UI or Text message without having to go to an external link."

    Are they referring to the user as the customer ? If so I assume this then enables the customer to not have to click any link or go to a secondary site in order to complete the survey even when the agent has ended the interaction ?.



    ------------------------------
    richard craig
    ------------------------------

    Original Message


  • 4.  RE: Digital PCS (Post Call Survey) - automatic transfer

    Posted 10-31-2025 08:25
    No replies, thread closed.

    This also looks a lot like this idea from ideas lab https://genesyscloud.ideas.aha.io/ideas/DIG-I-1027.  We've been waiting for this feature for quite some time, and there haven't been any updates posted.



    ------------------------------
    Bethany Han
    Business Application Expert
    Blue Cross and Blue Shield of North Carolina
    ------------------------------

    Original Message


  • 5.  RE: Digital PCS (Post Call Survey) - automatic transfer

    Posted 10-31-2025 09:41
    No replies, thread closed.

    Hi @Bethany Han

    This sounds like a really useful addition - especially for improving post-interaction automation.

    cheers.

    Rafa.



    ------------------------------
    Rafael Gomez Sanchis
    ------------------------------

    Original Message


Related Content