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  • 1.  Implementing SMS-Based Post Survey via Web Survey Invite Flow

    Posted 09-25-2025 03:18

    Dear Genesys Community,

    I'm currently working on implementing an SMS-based post-survey for the SMS channel in Genesys Cloud. The goal is to automatically send an SMS containing a survey link once the agent disconnects from the SMS conversation.

    I'm using Genesys Cloud's Web Survey Invite Flow to achieve this, and I'm not using Twilio SMS API directly.

    I'm fairly new to working with the SMS channel in Genesys Cloud, so I'd really appreciate any guidance, best practices, or examples from others who have implemented similar flows using Genesys Cloud's native tools.

    Looking forward to learning from your experience!


    #API/Integrations
    #ArchitectureandDesign
    #DigitalChannels
    #Implementation

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    Thanks,
    Balaji B
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  • 2.  RE: Implementing SMS-Based Post Survey via Web Survey Invite Flow

    Posted 09-25-2025 08:16

    Hello Balaji,

    Hopefully others in the Community can feedback on how they have implemented this and their experiences.  I assume you have read the documentation on the Resource Center: About customer surveys



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Implementing SMS-Based Post Survey via Web Survey Invite Flow
    Best Answer

    Posted 09-26-2025 11:14

    We've had decent experiences with the few post-interaction surveys we've implemented, and would agree that reviewing/understanding the documentation @Samuel Jillard referenced is important. Presuming you've already created your web survey and a survey flow in Architect (which it sounds like you have), the final step would be to create a web survey policy for the Message media type so your SMS survey is automatically triggered when the SMS conversation ends. That last step was the important one for us.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
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    Original Message


  • 4.  RE: Implementing SMS-Based Post Survey via Web Survey Invite Flow

    Posted 09-30-2025 02:06
    Edited by Balaji Balakrishnan 09-30-2025 02:06

    Thanks everyone for sharing your insights!
    I've successfully completed the setup using the Create Web Survey Policy for the Message media type. The guidance and support from this thread were incredibly helpful - especially the emphasis on reviewing the documentation @Samuel Jillard referenced.

    Appreciate the collaboration!



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    Thanks,
    Balaji B
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    Original Message


  • 5.  RE: Implementing SMS-Based Post Survey via Web Survey Invite Flow

    Posted 09-26-2025 15:53

    I built this solution based on a voice survey blue print. My solution uses bots to ask the questions and then uses data actions to add the values into the JSON that executes when the user would press the submit button (no survey is ever emailed, all questions and answers are via the bot). The blue print walks you through for a voice interaction so you need to modify. 



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    Richard Ed
    Principal PS Consultant
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    Original Message


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