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  • 1.  Set Post-Flow action Call Survey

    Posted 01-22-2026 14:07
    No replies, thread closed.

    Hi Team,

    I have post flow survey implement but out quality team they came up with one tricky question.
    Post Flow Survey in implemented for Flow Support. so all calls will land on the support Flow will hear the message of survey and when the agent disconnected the call the client will put his feedback. this is the real normal setup 

    the issue is if the client wrongly landed on the support flow and the agent transferred him to the correct queue which Sales Queue.
    at the end of the call the survey will kick-in 
    our Quality team asks the survey will be presented to client for which queue support or sales?


    #ArchitectandDesign
    #Implementation
    #Telephony

    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
    ------------------------------


  • 2.  RE: Set Post-Flow action Call Survey

    Posted 01-23-2026 18:39
    No replies, thread closed.

    Is there away in Genesys architect to re-set the survey when queue to queue transfer happens.??



    ------------------------------
    Mahmoud Alshobaki
    Senior Consultant
    ------------------------------



  • 3.  RE: Set Post-Flow action Call Survey
    Best Answer

    Posted 01-25-2026 10:05
    No replies, thread closed.

    You can handle this in the in-queue flow by clearing the post-flow action first, then setting it again; however, this approach requires a separate in-queue flow for each queue.

    Alternatively, you can use a common inbound flow for the survey and add logic to determine which queue the survey should be transferred to.

    Another option is to use the PostFlowAction API.

    delete
    /api/v2/conversations/calls/{conversationId}/participants/{participantId}/communications/{communicationId}/postflowaction
    Remove mandatory post call actions.
    patch
    /api/v2/conversations/calls/{conversationId}/participants/{participantId}/communications/{communicationId}/postflowaction
    Set mandatory post call actions. 


    ------------------------------
    Ye Yi
    Technical Specialist
    ------------------------------



  • 4.  RE: Set Post-Flow action Call Survey

    Posted 01-25-2026 14:52
    No replies, thread closed.

    Any Easiest way to handle this type of scenario . We have a customer blocked the genesys Post call survey services due to this issue. As their agents have to transfer multiple time and on each transfer customer hear Post call survey . Need to know both internal and external transfer way out where customer can only listen Survey after completing call.



    ------------------------------
    Waleed Khan
    AI Consultant
    ------------------------------

    Original Message


  • 5.  RE: Set Post-Flow action Call Survey

    Posted 01-26-2026 11:49
    No replies, thread closed.

    Hi Waleed Khan,

    The system sends the customer to the survey flow only after all participants have disconnected, which means the customer will hear the survey at the end of the call. How have you configured the target in Architect (callee, caller, or any)?
     
    If you do not want the customer to be transferred to the survey, you can configure a check in Architect to evaluate the call disconnect type and prevent the transfer when the disconnect is caused by a transfer.


    ------------------------------
    Ye Yi
    Technical Specialist
    ------------------------------

    Original Message


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