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SMS Survey Invite

  • 1.  SMS Survey Invite

    Posted 01-05-2023 05:41
    Edited by Nicholas Squires 01-05-2023 05:42
    Good morning,

    I have created a data action that get's the ANI from the IVR and adds that to the next data action.

    The next data action sends an SMS containing the Survey URL to the ANI retrieved by the previous data action.

    This works great BUT....

    If the inbound call is made by a landline telephone number, the SMS is still sent to this number and the caller receives a call back from an automated voice reading out the URL link (which we obviously don't want).

    What do I need to do here to stop the survey invite being sent to a landline telephone?

    Your help would be greatly appreciated, many thanks,

    Nick Squires
    Motor Insurers Bureau
    #Unsure/Other

    ------------------------------
    Nicholas Squires
    Motor Insurers' Bureau
    ------------------------------


  • 2.  RE: SMS Survey Invite

    Posted 01-08-2023 01:20
    Only way would be to use a web service like whitepages.com or another one to see if the number is a mobile or land line.  These days, 90% are going to be mobile, so better to see what percentage of these calls you get and see if it makes sense to pay for the service.

    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: SMS Survey Invite

    Posted 01-09-2023 04:07
    Hi
    You could check to see if the number begins with a 7 using:
    ToBool(Substring(Call.Ani,7,1)=="7")

    Kind Regards
    Phil

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 4.  RE: SMS Survey Invite

    Posted 01-10-2023 08:49
    Philip, 
    That will only work in the UK ;-)

    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------



  • 5.  RE: SMS Survey Invite

    Posted 01-10-2023 10:39
    You're not wrong Paul 🤣

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 6.  RE: SMS Survey Invite

    Posted 02-02-2023 08:35
    Hi Nick,

    Do you have an example of this you can send along? Does not seem to be working for me. My first attempt at survey flows. Thanks.

    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------



  • 7.  RE: SMS Survey Invite

    Posted 02-02-2023 08:58
    Hi
    Are you UK based or is there a set mobile range for your location please.

    Kind Regards

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 8.  RE: SMS Survey Invite

    Posted 02-02-2023 09:30
    Hi Philip,

    I am in the US but whatever example you have will work. Thanks for the response.

    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------



  • 9.  RE: SMS Survey Invite

    Posted 02-02-2023 09:53
    Super
    I'll pull it together for you, would you like to give callers the option to enter a mobile number if calling from a land line?

    Phil

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 10.  RE: SMS Survey Invite

    Posted 02-02-2023 09:57
    Oh, yes. That would be super duper. Thanks, much

    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------



  • 11.  RE: SMS Survey Invite

    Posted 02-02-2023 10:01

    Hi Philip, 

    Could you possibly share this with me too please?

    I currently only have it working for mobile callers, but an option for landlines to enter a mob number would be brilliant.

    Thank you!,

    nsquires@mib.org.uk



    ------------------------------
    Nicholas Squires
    Motor Insurers' Bureau
    ------------------------------



  • 12.  RE: SMS Survey Invite

    Posted 02-02-2023 10:04
    Will do, no worries

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 13.  RE: SMS Survey Invite

    Posted 02-02-2023 12:04
      |   view attached
    Hi Both
    I've added some screen shots of an example I've just pulled together, it's a little light on the data action config and survey policies.  If you like I can go over those as well.

    Any questions, shout up

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------

    Attachment(s)

    docx
    SMS Survey.docx   225 KB 1 version


  • 14.  RE: SMS Survey Invite

    Posted 02-06-2023 07:25
    Hi Philip,

    Thank you much. This is very helpful.

    ------------------------------
    Matthew Raleigh
    Thermo Fischer CRG
    Sr. IT COMM Eng.
    ------------------------------



  • 15.  RE: SMS Survey Invite

    Posted 02-08-2023 02:56
    No problem glad to share my limited knowledge 😁

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 16.  RE: SMS Survey Invite

    Posted 11-07-2023 05:50

    Hello, can someone please help me? When I send the SMS to provide the link, I currently put + Survey.Url at the end of the textBody. How can I not display the link itself, but something like "Survey Form" that "hides" the link?



    ------------------------------
    Thomas Repking
    Canada Life Group Services Limited
    ------------------------------



  • 17.  RE: SMS Survey Invite

    Posted 11-07-2023 07:28

    Hi Thomas,

    I don't believe that's possible with SMS.
    SMS is just plain text, modern phones convert that to a link since it recognizes that in the text.

    To make the URL a bit shorter and to have the customer site in the link, I built a simple redirect page so I can have something like https://customersite/survey.html?id=surveyId and be redirected to the Genesys URL.

    Some users didn't wanna click on a long link that pointed to a domain they didn't recognize.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 18.  RE: SMS Survey Invite

    Posted 11-07-2023 12:49
    Edited by Nicholas Squires 11-07-2023 12:49

    Hi Jan,


    Are you able to provide a little more information as to how you achieved this and perhaps what the steps are?

    We've been sending the long survey url by SMS for months and the engagement is obviously lower than we'd expect, probably due to this.

    So would love to see your survey flow or an example?

    Thanks for the help,



    ------------------------------
    Nicholas Squires
    Motor Insurers' Bureau
    ------------------------------



  • 19.  RE: SMS Survey Invite

    Posted 11-07-2023 14:43

    Hello Nicholas,

    The short version is that in your Survey Flow this would rewrite the surveyUrl to your "nice" version url that you can send to the customer in the SMS.

    "https://companyUrl/survey.html?surveyId=" + GetAt(Split(Survey.Url, "/"), Count(Split(Survey.Url, "/")) - 1)

    The above would give the following result where the last part i the surveyId

    https://companyUrl/survey.html?surveyId=OTJjZTAwYzUtODE4NS00ZDk5LTk5YTUtNGQxNjc4MmViYWNm

    Then I publish the code below on the web server that the url points to. (this was a test, I'm sure it can be made better looking =)

    surveyBaseUrl needs to be changed so it matches the Geneys region you're in, you get that part by looking at your current Survey URL.

    <!DOCTYPE html>
    
    <head>
      <meta charset="UTF-8">
      <title>Company Survey</title>
    
      <style>
        .container {
            position: relative;
            overflow: hidden;
            width: 100%;
            margin: 25px;
        }
    
        .logo {
            max-height: 33px;
        }
      </style>
    </head>
    <body>
      <div class="container">
        <img class="logo" src="https://url-to-company-logo/logo.svg">
      </div>
      <div class="container" id="frame-container">
      </div>
      <script>
        const urlParameters = new URLSearchParams(window.location.search);
        const surveyBaseUrl = 'https://genesys-region/quality-forms/#/surveycodes/';
        let divFrame = document.getElementById('frame-container');
        
        if (urlParameters.has('surveyId')) {
            let surveyId = urlParameters.get('surveyId');
    
            divFrame.innerHTML = '<p>Will redirect to survey in 5 seconds or click <a href="' + surveyBaseUrl + surveyId + '">link</a>...</p>';
            function redirectSurvey() {
                window.location.replace(surveyBaseUrl + surveyId);
            }
            setTimeout('redirectSurvey()', 5000);
        }
        else {
            divFrame.innerHTML = '<p>Survey link not valid</p>';
        }
      </script>
    </body>

    When the customer opens the above page it will show the company logo and inform that you'll be redirected to the survey in 5 seconds, and after 5 seconds it sends you to the Genesys Survey URL so they can fill out the survey.

    A thing to consider is that this assumes that Genesys won't change the URL location of the surveys.

    To account for this you'd might wanna save the surveyURL and conversationId in a Data Table and have the script look it up via APIs instead, but I'm kinde hoping they won't change it that often and if it changes I can alter the script for any new URL.

    I haven't found an API that would give me the survey URL, if it exists I would be happy if someone can help me locate it =)



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 20.  RE: SMS Survey Invite

    GENESYS
    Posted 11-08-2023 02:43

    Hi Nicholas, Thomas,

    It is indeed correct that traditional SMS (not RCS or iMessage) uses plaintext in the body which kind of limits what all can be done with them.

    Secondly, I would like to also inform that when it comes to sending out survey links through SMS, one more approach would be to use an external URL shortner service such as bit.ly for example. Ofcourse the URL shortening service that you go with will have to be well researched in advance and conformed in accordance to your business needs and CX practices. You would also need to key in with this approach on how the external analytics (from the URL shortener service) tie in with your business practices.

    If you don't want to utuilize and external service however, then the same can be accomplished by hosting a nice looking URI somehwere with a permanent 301 redirect to the actual survey URL, very much similar to what Jan has advised.

    Hope that helps,



    ------------------------------
    John Lazarus
    Genesys - Employees
    ------------------------------



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