Genesys Cloud - Main

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

#API/Integrations
#ArchitectureandDesign
#DigitalChannels
#QualityManagement

------------------------------
Reuben Goodwin
Sr. Telephony Engineer
------------------------------

Hi Reuben,
in email flows you can get the email address of the customer via the flow variables. Email.Message.from.id is the customer email address.

You should be able to pass it to the survey flow via participant data.

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 09-27-2025 04:18
From: Reuben Goodwin
Subject: Capturing Customer Email Addresses and Sending a Email survey

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

#API/Integrations
#ArchitectureandDesign
#DigitalChannels
#QualityManagement

------------------------------
Reuben Goodwin
Sr. Telephony Engineer
------------------------------

Thank you, Christoph. What if it's an inbound call then I need to pull the email address in order to send the link to the email address of the customer that call?

------------------------------
Reuben Goodwin
Sr. Telephony Engineer

Original Message:
Sent: 09-29-2025 03:35
From: Christoph Domaschke
Subject: Capturing Customer Email Addresses and Sending a Email survey

Hi Reuben,
in email flows you can get the email address of the customer via the flow variables. Email.Message.from.id is the customer email address.

You should be able to pass it to the survey flow via participant data.

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 09-27-2025 04:18
From: Reuben Goodwin
Subject: Capturing Customer Email Addresses and Sending a Email survey

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

#API/Integrations
#ArchitectureandDesign
#DigitalChannels
#QualityManagement

------------------------------
Reuben Goodwin
Sr. Telephony Engineer
------------------------------

Thank you, Christoph. What if it's an inbound call then I need to pull the email address in order to send the link to the email address of the customer that call?

------------------------------
Reuben Goodwin
Sr. Telephony Engineer

Original Message:
Sent: 09-29-2025 03:35
From: Christoph Domaschke
Subject: Capturing Customer Email Addresses and Sending a Email survey

Hi Reuben,
in email flows you can get the email address of the customer via the flow variables. Email.Message.from.id is the customer email address.

You should be able to pass it to the survey flow via participant data.

------------------------------
Christoph Domaschke
Leiter Service Center (Cronbank)

Original Message:
Sent: 09-27-2025 04:18
From: Reuben Goodwin
Subject: Capturing Customer Email Addresses and Sending a Email survey

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

#API/Integrations
#ArchitectureandDesign
#DigitalChannels
#QualityManagement

------------------------------
Reuben Goodwin
Sr. Telephony Engineer
------------------------------

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

I had the same question as the original poster, we've found that we have more of a response when the survey is sent to an email address rather than post call. We also dont utilize external contacts, but in the voice flow we capture the email address via a data action that pulls a bunch of info from the users account in salesforce based on their phone number. How can this data be transferred to the web invite survey flow so that the 'target email address' is the variable pulled from the call flow?

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

hi Dawn thanks for responding. Are you able to show me how you capture the email address via the data action? What you've stated is what exactly I'm trying to do.

I had the same question as the original poster, we've found that we have more of a response when the survey is sent to an email address rather than post call. We also dont utilize external contacts, but in the voice flow we capture the email address via a data action that pulls a bunch of info from the users account in salesforce based on their phone number. How can this data be transferred to the web invite survey flow so that the 'target email address' is the variable pulled from the call flow?

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

If you install the Salesforce Integration, it creates standard Data Actions to use in pulling data from Salesforce...you could use the one Get Contact by Phone Number which includes the email address as one of the outputs.

hi Dawn thanks for responding. Are you able to show me how you capture the email address via the data action? What you've stated is what exactly I'm trying to do.

I had the same question as the original poster, we've found that we have more of a response when the survey is sent to an email address rather than post call. We also dont utilize external contacts, but in the voice flow we capture the email address via a data action that pulls a bunch of info from the users account in salesforce based on their phone number. How can this data be transferred to the web invite survey flow so that the 'target email address' is the variable pulled from the call flow?

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

this is basically what we did, we get contact using that 'get contact by phone number' and have modified it a little bit for our company. We use this on our inbound call flow. But I don't know how to pass the email address retrieved from the data action in this call flow to the 'target email address' in the Web Invite Survey Flow. 

If you install the Salesforce Integration, it creates standard Data Actions to use in pulling data from Salesforce...you could use the one Get Contact by Phone Number which includes the email address as one of the outputs.

hi Dawn thanks for responding. Are you able to show me how you capture the email address via the data action? What you've stated is what exactly I'm trying to do.

I had the same question as the original poster, we've found that we have more of a response when the survey is sent to an email address rather than post call. We also dont utilize external contacts, but in the voice flow we capture the email address via a data action that pulls a bunch of info from the users account in salesforce based on their phone number. How can this data be transferred to the web invite survey flow so that the 'target email address' is the variable pulled from the call flow?

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

1. Use a Set Participant Data action in the original Inbound Call flow to create an attribute with the value set to the email address you get from Salesforce (or whatever system contains it)
   1. In my case, I set an attribute named surveyEmailAddress
2. In the Web Survey Invite flow use a Data Action based upon the POST api/v2/conversations/participants/attributes/search API endpoint to retrieve that attribute and set it to a local variable
3. Use that local variable to set the email address in the CompleteSurvey action

The following is JSON for the data action I created that you can import and play with:

{  "name": "GetParticipantData(surveyEmailAddress)",  "integrationType": "purecloud-data-actions",  "actionType": "custom",  "config": {    "request": {      "requestUrlTemplate": "/api/v2/conversations/participants/attributes/search",      "requestType": "POST",      "headers": {        "Content-Type": "application/json"      },      "requestTemplate": "{\"query\":[{\"fields\":[\"conversationId\"],\"operator\":\"AND\",\"type\":\"EXACT\",\"values\":[\"${input.conversationId}\"]}]}"    },    "response": {      "translationMap": {        "surveyEmailAddress": "$.results[0].participantData[0].participantAttributes.surveyEmailAddress"      },      "translationMapDefaults": {        "surveyEmailAddress": "[\"None\"]"      },      "successTemplate": "{\"surveyEmailAddress\": ${surveyEmailAddress}}"    }  },  "contract": {    "input": {      "inputSchema": {        "$schema": "http://json-schema.org/draft-04/schema#",        "title": "Conversation ID",        "description": "using this to update the table",        "type": "object",        "required": [          "conversationId"        ],        "properties": {          "conversationId": {            "description": "conversationId",            "type": "string"          }        },        "additionalProperties": true      }    },    "output": {      "successSchema": {        "type": "object",        "properties": {          "surveyEmailAddress": {            "type": "string"          }        },        "additionalProperties": true      }    }  },  "secure": false}

this is basically what we did, we get contact using that 'get contact by phone number' and have modified it a little bit for our company. We use this on our inbound call flow. But I don't know how to pass the email address retrieved from the data action in this call flow to the 'target email address' in the Web Invite Survey Flow. 

If you install the Salesforce Integration, it creates standard Data Actions to use in pulling data from Salesforce...you could use the one Get Contact by Phone Number which includes the email address as one of the outputs.

hi Dawn thanks for responding. Are you able to show me how you capture the email address via the data action? What you've stated is what exactly I'm trying to do.

I had the same question as the original poster, we've found that we have more of a response when the survey is sent to an email address rather than post call. We also dont utilize external contacts, but in the voice flow we capture the email address via a data action that pulls a bunch of info from the users account in salesforce based on their phone number. How can this data be transferred to the web invite survey flow so that the 'target email address' is the variable pulled from the call flow?

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

Wow thank you! ill give that a try!

1. Use a Set Participant Data action in the original Inbound Call flow to create an attribute with the value set to the email address you get from Salesforce (or whatever system contains it)
   1. In my case, I set an attribute named surveyEmailAddress
2. In the Web Survey Invite flow use a Data Action based upon the POST api/v2/conversations/participants/attributes/search API endpoint to retrieve that attribute and set it to a local variable
3. Use that local variable to set the email address in the CompleteSurvey action

The following is JSON for the data action I created that you can import and play with:

{  "name": "GetParticipantData(surveyEmailAddress)",  "integrationType": "purecloud-data-actions",  "actionType": "custom",  "config": {    "request": {      "requestUrlTemplate": "/api/v2/conversations/participants/attributes/search",      "requestType": "POST",      "headers": {        "Content-Type": "application/json"      },      "requestTemplate": "{\"query\":[{\"fields\":[\"conversationId\"],\"operator\":\"AND\",\"type\":\"EXACT\",\"values\":[\"${input.conversationId}\"]}]}"    },    "response": {      "translationMap": {        "surveyEmailAddress": "$.results[0].participantData[0].participantAttributes.surveyEmailAddress"      },      "translationMapDefaults": {        "surveyEmailAddress": "[\"None\"]"      },      "successTemplate": "{\"surveyEmailAddress\": ${surveyEmailAddress}}"    }  },  "contract": {    "input": {      "inputSchema": {        "$schema": "http://json-schema.org/draft-04/schema#",        "title": "Conversation ID",        "description": "using this to update the table",        "type": "object",        "required": [          "conversationId"        ],        "properties": {          "conversationId": {            "description": "conversationId",            "type": "string"          }        },        "additionalProperties": true      }    },    "output": {      "successSchema": {        "type": "object",        "properties": {          "surveyEmailAddress": {            "type": "string"          }        },        "additionalProperties": true      }    }  },  "secure": false}

this is basically what we did, we get contact using that 'get contact by phone number' and have modified it a little bit for our company. We use this on our inbound call flow. But I don't know how to pass the email address retrieved from the data action in this call flow to the 'target email address' in the Web Invite Survey Flow. 

If you install the Salesforce Integration, it creates standard Data Actions to use in pulling data from Salesforce...you could use the one Get Contact by Phone Number which includes the email address as one of the outputs.

hi Dawn thanks for responding. Are you able to show me how you capture the email address via the data action? What you've stated is what exactly I'm trying to do.

I had the same question as the original poster, we've found that we have more of a response when the survey is sent to an email address rather than post call. We also dont utilize external contacts, but in the voice flow we capture the email address via a data action that pulls a bunch of info from the users account in salesforce based on their phone number. How can this data be transferred to the web invite survey flow so that the 'target email address' is the variable pulled from the call flow?

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

1. Use a Set Participant Data action in the original Inbound Call flow to create an attribute with the value set to the email address you get from Salesforce (or whatever system contains it)
   1. In my case, I set an attribute named surveyEmailAddress
2. In the Web Survey Invite flow use a Data Action based upon the POST api/v2/conversations/participants/attributes/search API endpoint to retrieve that attribute and set it to a local variable
3. Use that local variable to set the email address in the CompleteSurvey action

The following is JSON for the data action I created that you can import and play with:

{  "name": "GetParticipantData(surveyEmailAddress)",  "integrationType": "purecloud-data-actions",  "actionType": "custom",  "config": {    "request": {      "requestUrlTemplate": "/api/v2/conversations/participants/attributes/search",      "requestType": "POST",      "headers": {        "Content-Type": "application/json"      },      "requestTemplate": "{\"query\":[{\"fields\":[\"conversationId\"],\"operator\":\"AND\",\"type\":\"EXACT\",\"values\":[\"${input.conversationId}\"]}]}"    },    "response": {      "translationMap": {        "surveyEmailAddress": "$.results[0].participantData[0].participantAttributes.surveyEmailAddress"      },      "translationMapDefaults": {        "surveyEmailAddress": "[\"None\"]"      },      "successTemplate": "{\"surveyEmailAddress\": ${surveyEmailAddress}}"    }  },  "contract": {    "input": {      "inputSchema": {        "$schema": "http://json-schema.org/draft-04/schema#",        "title": "Conversation ID",        "description": "using this to update the table",        "type": "object",        "required": [          "conversationId"        ],        "properties": {          "conversationId": {            "description": "conversationId",            "type": "string"          }        },        "additionalProperties": true      }    },    "output": {      "successSchema": {        "type": "object",        "properties": {          "surveyEmailAddress": {            "type": "string"          }        },        "additionalProperties": true      }    }  },  "secure": false}

this is basically what we did, we get contact using that 'get contact by phone number' and have modified it a little bit for our company. We use this on our inbound call flow. But I don't know how to pass the email address retrieved from the data action in this call flow to the 'target email address' in the Web Invite Survey Flow. 

If you install the Salesforce Integration, it creates standard Data Actions to use in pulling data from Salesforce...you could use the one Get Contact by Phone Number which includes the email address as one of the outputs.

hi Dawn thanks for responding. Are you able to show me how you capture the email address via the data action? What you've stated is what exactly I'm trying to do.

I had the same question as the original poster, we've found that we have more of a response when the survey is sent to an email address rather than post call. We also dont utilize external contacts, but in the voice flow we capture the email address via a data action that pulls a bunch of info from the users account in salesforce based on their phone number. How can this data be transferred to the web invite survey flow so that the 'target email address' is the variable pulled from the call flow?

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.

I had the same question as the original poster, we've found that we have more of a response when the survey is sent to an email address rather than post call. We also dont utilize external contacts, but in the voice flow we capture the email address via a data action that pulls a bunch of info from the users account in salesforce based on their phone number. How can this data be transferred to the web invite survey flow so that the 'target email address' is the variable pulled from the call flow?

I am curious...if it is post call, have you considered using the Post Flow feature with a  Voice Survey Flow to capture feedback?

Hello All, 

  I am in need of assistance . I have created a Post Survey that sends a link to the customer(s) after the call, using web survey invite. What I am trying to do is find a way to capture the customer email  address which then allows me to use that email address to send the link in which they can fill out the post survey form. Any help is appreciated.