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  • 1.  need to send a survey selectively

    Posted 04-03-2023 01:36
    No replies, thread closed.

    Hi community ,

    I need to implement customer-consent based  , whatsapp surveys in Genesys cloud . Usecase is :
    "Agent needs to ask customer on call if he consents to participate in the survey-> If customer says yes , a survey link is sent to his whatsapp."

    The straight forward solution would have been :-
    set up a policy specifying the filter criteria like the survey form and survey invite flow-> in the survey invite flow , have a data action called which can send agentless whatapp notifications to customers.
    The issue with above approach is that , it does not into consideration , the customers consent and would send it out to all customers as per the policy setup.

    Has any one implemented consent-based surveys before? 


    Regards
    Garima.


    #DigitalChannels
    #Implementation
    #QualityManagement

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    garima balodi
    Tata Communications Limited
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  • 2.  RE: need to send a survey selectively
    Best Answer

    Posted 04-03-2023 10:02
    No replies, thread closed.

    You could either put a button in the script that sends the Survey, which the agent clicks if the customer agrees, or you could use a separate Wrap-Up code.



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    Paul Simpson
    Eventus Solutions Group
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    Original Message


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