Workforce Engagement Management

Turn Digital Messaging Conversations into Actionable Insights with Automated Inline Surveys

Explainer video and documented instructions below

What it is

This capability allows you to automatically send a survey within the messaging conversation as soon as the interaction ends.

When the agent disconnects, the customer is routed into a post-conversation flow — for example, a CSAT question or feedback prompt — without requiring any additional steps from the agent.

Why it matters

Collecting feedback at the right moment can significantly improve participation and generate mire accurare insights.

Instead of relying on delayed follow-ups, this approach lets you:

• Capture feedback immediately while the experience is still top of mind
• Increase response rates compared to email surveys
• Close out every digital interaction with a consistent feedback loop

It also helps create a more complete view of customer satisfaction by combining messaging feedback with other channels like voice and surfaces issues faster.

How to use it

At a high level, the setup includes using Architect to:

• Creating a survey form in Quality Management
• Using the API to retrieve the survey context ID
• Configuring a Data Action to generate the survey link
• Building a post-conversation flow in Architect
• Sending the survey link automatically at the end of the interaction
• Deploying the configuration to Messenger

This video walks through each step end-to-end and you can also access step-by-step instructions here.