Hi!

We have Genesys Bot Connector configured so that clients can communicate via WhatsApp.
The customer first communicates with the bot and is then routed to an agent. After the conversation the agent can send the customer to a satisfaction survey at the end of the conversation.
I have created a queue message flow, which calls a digital bot, where the questions are configured.
Everything works perfectly, but what I need is to be able to access what the clients answered in the reports or download them in some way, because I can only see them if I enter each interaction.
Any solution??
Thanks!

I would set those answer variables as output from the flow and present to the agent in a screen pop or alternatively, you can use a Data Action to write the variables to an external database or even an internal Data Table.  What will consume this data and for what purpose?

Hi!

We have Genesys Bot Connector configured so that clients can communicate via WhatsApp.
The customer first communicates with the bot and is then routed to an agent. After the conversation the agent can send the customer to a satisfaction survey at the end of the conversation.
I have created a queue message flow, which calls a digital bot, where the questions are configured.
Everything works perfectly, but what I need is to be able to access what the clients answered in the reports or download them in some way, because I can only see them if I enter each interaction.
Any solution??
Thanks!

Hi Robert,

Thanks for your answer. I already got what I needed.

Regards.

I would set those answer variables as output from the flow and present to the agent in a screen pop or alternatively, you can use a Data Action to write the variables to an external database or even an internal Data Table.  What will consume this data and for what purpose?

Hi!

We have Genesys Bot Connector configured so that clients can communicate via WhatsApp.
The customer first communicates with the bot and is then routed to an agent. After the conversation the agent can send the customer to a satisfaction survey at the end of the conversation.
I have created a queue message flow, which calls a digital bot, where the questions are configured.
Everything works perfectly, but what I need is to be able to access what the clients answered in the reports or download them in some way, because I can only see them if I enter each interaction.
Any solution??
Thanks!

Hi Robert,

Thanks for your answer. I already got what I needed.

Regards.

I would set those answer variables as output from the flow and present to the agent in a screen pop or alternatively, you can use a Data Action to write the variables to an external database or even an internal Data Table.  What will consume this data and for what purpose?

Hi!

We have Genesys Bot Connector configured so that clients can communicate via WhatsApp.
The customer first communicates with the bot and is then routed to an agent. After the conversation the agent can send the customer to a satisfaction survey at the end of the conversation.
I have created a queue message flow, which calls a digital bot, where the questions are configured.
Everything works perfectly, but what I need is to be able to access what the clients answered in the reports or download them in some way, because I can only see them if I enter each interaction.
Any solution??
Thanks!

Hello Mariano, if you have CX 3 with access to Genesys native surveys, we have an integration that allows you to link the client's answers in the bot flow to the native surveys assigned to the interaction. This way users can see the responses and score as if the customers had answered the survey web form.
Send me a message if you would like to use this integration.

Hi Robert,

Thanks for your answer. I already got what I needed.

Regards.

I would set those answer variables as output from the flow and present to the agent in a screen pop or alternatively, you can use a Data Action to write the variables to an external database or even an internal Data Table.  What will consume this data and for what purpose?

Hi!

We have Genesys Bot Connector configured so that clients can communicate via WhatsApp.
The customer first communicates with the bot and is then routed to an agent. After the conversation the agent can send the customer to a satisfaction survey at the end of the conversation.
I have created a queue message flow, which calls a digital bot, where the questions are configured.
Everything works perfectly, but what I need is to be able to access what the clients answered in the reports or download them in some way, because I can only see them if I enter each interaction.
Any solution??
Thanks!

Hi Marco,

I have just come across your thread where you are taking the answers from a bot and populating the web survey, how have you achieved this.  I am struggling to get the web survey used on WhatsApp, SMS is fine, email is fine

Andy

Hello Mariano, if you have CX 3 with access to Genesys native surveys, we have an integration that allows you to link the client's answers in the bot flow to the native surveys assigned to the interaction. This way users can see the responses and score as if the customers had answered the survey web form.
Send me a message if you would like to use this integration.

Hi Robert,

Thanks for your answer. I already got what I needed.

Regards.

I would set those answer variables as output from the flow and present to the agent in a screen pop or alternatively, you can use a Data Action to write the variables to an external database or even an internal Data Table.  What will consume this data and for what purpose?

Hi!

We have Genesys Bot Connector configured so that clients can communicate via WhatsApp.
The customer first communicates with the bot and is then routed to an agent. After the conversation the agent can send the customer to a satisfaction survey at the end of the conversation.
I have created a queue message flow, which calls a digital bot, where the questions are configured.
Everything works perfectly, but what I need is to be able to access what the clients answered in the reports or download them in some way, because I can only see them if I enter each interaction.
Any solution??
Thanks!

Hello Andy, this is a customization we developed for some of our clients.

We use a middleware that we call in the survey flow to send it the assigned survey through an Action. This middleware parses the survey ID and questions so we can later link the conversation with the answers.

Currently the agent transfers the customer to a flow that asks the survey questions and then sends them to the middleware with the conversation ID to link them to the assigned survey. Finally, the middleware sends the answers to the survey as if the customer had submitted the web survey.

We planning to update the flows to use the new feature to transfer the customer to the flow automatically, so the agent does not need to transfer manually.

If this is something you would like to use, we can setup the integration for your org as a new client. Let's connect and exchange contact information.

Marco

Hi Marco,

I have just come across your thread where you are taking the answers from a bot and populating the web survey, how have you achieved this.  I am struggling to get the web survey used on WhatsApp, SMS is fine, email is fine

Andy

Hello Mariano, if you have CX 3 with access to Genesys native surveys, we have an integration that allows you to link the client's answers in the bot flow to the native surveys assigned to the interaction. This way users can see the responses and score as if the customers had answered the survey web form.
Send me a message if you would like to use this integration.

Hi Robert,

Thanks for your answer. I already got what I needed.

Regards.

I would set those answer variables as output from the flow and present to the agent in a screen pop or alternatively, you can use a Data Action to write the variables to an external database or even an internal Data Table.  What will consume this data and for what purpose?

Hi!

We have Genesys Bot Connector configured so that clients can communicate via WhatsApp.
The customer first communicates with the bot and is then routed to an agent. After the conversation the agent can send the customer to a satisfaction survey at the end of the conversation.
I have created a queue message flow, which calls a digital bot, where the questions are configured.
Everything works perfectly, but what I need is to be able to access what the clients answered in the reports or download them in some way, because I can only see them if I enter each interaction.
Any solution??
Thanks!

Hi Marco

Thanks for the insight, I am not sure if my business want this so don't want to waste your time.  I am just prepping.  I am looking at doing an update using the scoring API which I assume is all the middleware does

Andy

Hello Andy, this is a customization we developed for some of our clients.

We use a middleware that we call in the survey flow to send it the assigned survey through an Action. This middleware parses the survey ID and questions so we can later link the conversation with the answers.

Currently the agent transfers the customer to a flow that asks the survey questions and then sends them to the middleware with the conversation ID to link them to the assigned survey. Finally, the middleware sends the answers to the survey as if the customer had submitted the web survey.

We planning to update the flows to use the new feature to transfer the customer to the flow automatically, so the agent does not need to transfer manually.

If this is something you would like to use, we can setup the integration for your org as a new client. Let's connect and exchange contact information.

Marco

Hi Marco,

I have just come across your thread where you are taking the answers from a bot and populating the web survey, how have you achieved this.  I am struggling to get the web survey used on WhatsApp, SMS is fine, email is fine

Andy

Hello Mariano, if you have CX 3 with access to Genesys native surveys, we have an integration that allows you to link the client's answers in the bot flow to the native surveys assigned to the interaction. This way users can see the responses and score as if the customers had answered the survey web form.
Send me a message if you would like to use this integration.

Hi Robert,

Thanks for your answer. I already got what I needed.

Regards.

I would set those answer variables as output from the flow and present to the agent in a screen pop or alternatively, you can use a Data Action to write the variables to an external database or even an internal Data Table.  What will consume this data and for what purpose?

Hi!

We have Genesys Bot Connector configured so that clients can communicate via WhatsApp.
The customer first communicates with the bot and is then routed to an agent. After the conversation the agent can send the customer to a satisfaction survey at the end of the conversation.
I have created a queue message flow, which calls a digital bot, where the questions are configured.
Everything works perfectly, but what I need is to be able to access what the clients answered in the reports or download them in some way, because I can only see them if I enter each interaction.
Any solution??
Thanks!