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
------------------------------
Original Message:
Sent: 11-07-2023 12:48
From: Nicholas Squires
Subject: SMS Survey Invite
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
Original Message:
Sent: 11-07-2023 07:28
From: Jan Heinonen
Subject: SMS Survey Invite
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
Original Message:
Sent: 11-07-2023 05:50
From: Thomas Repking
Subject: SMS Survey Invite
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
Original Message:
Sent: 02-08-2023 02:56
From: Philip Thys
Subject: SMS Survey Invite
No problem glad to share my limited knowledge 😁
------------------------------
Philip Thys
British Telecommunications PLC
Original Message:
Sent: 02-06-2023 07:24
From: Matthew Raleigh
Subject: SMS Survey Invite
Hi Philip,
Thank you much. This is very helpful.
------------------------------
Matthew Raleigh
Thermo Fischer CRG
Sr. IT COMM Eng.
Original Message:
Sent: 02-02-2023 12:04
From: Philip Thys
Subject: SMS Survey Invite
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
Original Message:
Sent: 02-02-2023 10:01
From: Nicholas Squires
Subject: SMS Survey Invite
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
Original Message:
Sent: 02-02-2023 09:53
From: Philip Thys
Subject: SMS Survey Invite
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
Original Message:
Sent: 02-02-2023 09:29
From: Matthew Raleigh
Subject: SMS Survey Invite
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.
Original Message:
Sent: 02-02-2023 08:58
From: Philip Thys
Subject: SMS Survey Invite
Hi
Are you UK based or is there a set mobile range for your location please.
Kind Regards
------------------------------
Philip Thys
British Telecommunications PLC
Original Message:
Sent: 02-02-2023 08:34
From: Matthew Raleigh
Subject: SMS Survey Invite
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.
Original Message:
Sent: 01-05-2023 05:41
From: Nicholas Squires
Subject: SMS Survey Invite
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
------------------------------