Is there a way to setup an outbound survey not connected to an interaction? 

The use case is we would like to get a list of customers that havent called us in the past 6 months and send them surveys. I don't see any simple way to do this. I suppose I could somehow create a foh campaign that finds the customer, attaches the external contact and queue, and then create a policy that would send them a survey? Could I do this without actually calling them? 

Another way I was thinking would be to create a digital survey that would find the customers external contact and send them an email that says, "hey, we havent heard from you in a while, we will be sending you a survey in a separate email" and then create a policy that sends a survey based on the outbound email. 

Is there any simple way to do this without creating a workaround like the ones I specified above? 

#QualityManagement

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Nick Argeson
Telephony Admin
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As you have discovered, any survey has to be attached to an interaction.  We have used the Email method to send emails to users that they answer and disconnect so we have an interaction for them.  The other way would be to send an Email out on behalf of the agent and have that be used for the outbound survey.  Using a Survey Flow you could probably look up the contact information and send out the survey to them.  I could see this:

1. QM sends out Email on behalf of dummy agent with External Contact in the subject to a dummy address.
2. Survey Flow sees External contact information in the subject of the Email and sends survey out to external contact.
3. Email interaction is shown as the agent's interaction and the survey as well.  

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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:
Sent: 11-11-2024 11:56
From: Nick Argeson
Subject: Outbound email survey

Is there a way to setup an outbound survey not connected to an interaction? 

The use case is we would like to get a list of customers that havent called us in the past 6 months and send them surveys. I don't see any simple way to do this. I suppose I could somehow create a foh campaign that finds the customer, attaches the external contact and queue, and then create a policy that would send them a survey? Could I do this without actually calling them? 

Another way I was thinking would be to create a digital survey that would find the customers external contact and send them an email that says, "hey, we havent heard from you in a while, we will be sending you a survey in a separate email" and then create a policy that sends a survey based on the outbound email. 

Is there any simple way to do this without creating a workaround like the ones I specified above? 

#QualityManagement

------------------------------
Nick Argeson
Telephony Admin
------------------------------