Workforce Engagement Management

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  • 1.  Web Messaging Survey

    Posted 02-19-2025 13:11

    Hello community. 

    Ask to Genesys and the community to get some insights around web messaging surveys. 

    Since we have transitioned to Cloud CX, our web messaging survey take rate has dropped drastically, because we are now sending surveys to customers through email. In the Engage we were able to give customer survey right at the end of a chat and could see questions and answers in the transcription. Is there any other options to set up surveys for chat where customer could receive it immediately, and we can see it in the transcription?

    Also would like to get some insight on web messaging survey experience in CX from the community.

    Thank you. 


    #Other/NotSure

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    Larissa Casebolt
    Sr. Manager, Journey Optimization Strategies
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  • 2.  RE: Web Messaging Survey

    Posted 02-26-2025 10:02

    Hi Larissa,

    There is an idea for this, it will essentially allow you to reduce the duration of when the customer receives the web survey email invite: Allow Scalable Timer for Sending email | Genesys Cloud Ideas Portal,

    Otherwise, if you are looking to see it offered within the chat this is the idea associated with it: https://genesyscloud.ideas.aha.io/ideas/WEM-I-733 



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    Herrick Mai
    Principal Product Manager
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    Original Message


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