Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Surveys for Bots?

    Posted 04-22-2020 09:00
    No replies, thread closed.
    Hi All, 

    I'm deploying a few self-service bots for customers and would like to leverage a survey for them. Functionally, this can accomplish a few pretty important things: The survey can notify the customer that the event happened (as a kind of security double-check), and it can also help us understand the success rate of the automated actions. 

    But it's looking like surveys will only be sent to callers who have actually spoken with an agent (as opposed to just sent to a queue). Is this the case and if so any thoughts on a workaround? 

    Thanks!
    Dean.
    #QualityManagement

    ------------------------------
    Dean Thames
    Koch Business Solutions
    ------------------------------


  • 2.  RE: Surveys for Bots?

    Posted 04-23-2020 08:52
    No replies, thread closed.
    Hi Dean,
    Thanks for sharing this very interesting use case!  You're correct that our current surveys do require a completed interaction - whether call, chat, email or messaging.  There's not currently a workaround, however that's not to say that a future feature couldn't survey on bot/automated transactions.
    Please feel free to add this to the Ideas Portal so we can track interest in this very interesting feature.
    Best,
    Lesley

    ------------------------------
    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
    ------------------------------



  • 3.  RE: Surveys for Bots?

    Posted 09-24-2025 13:40
    No replies, thread closed.

    Hi Lesley,

     Are this stiil can't be done? I'm using a web messaging with a bot and I want to send the user to a survey flow using a policy.

    Thanks,

    Luz



    ------------------------------
    Maria de la Luz Estrada
    ------------------------------

    Original Message


Related Content