Send Satisfaction Survey

Automatically sends a survey to customers. This job can be used for third-party or custom surveys as well as satisfaction surveys created in Digital Experience.

Contact center administrator Akela Wolfe wants to send a satisfaction survey to digital contacts once their case closes. Because this is a repetitive action, she decides to use WFA to automate the process.

Akela already has an existing survey she wants to use. If she didn't, she would need to create a new survey first.

To accomplish this automated process, Akela creates a before case closed trigger with the following conditions:

  • Included channels: allows her to specify the channels where the satisfaction survey will be sent.
  • Satisfaction survey grace period: allows her to avoid sending satisfaction survey to the same contact too often.
  • Probability of execution: allows her to limit the percentage of contacts that receive a survey.

Then, she creates the send satisfaction survey job and adds it to the trigger.

With this configuration, a percentage of contacts through specific channels receive a survey when their case is closed if enough time has passed since the last satisfaction survey was sent to them.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Send satisfaction survey.
  6. Select the Satisfaction survey type from the drop-down.

    Field

    Details

    Standard surveyAllows you to create a job for the standard survey. You must first create a standard survey.

    3rd party provider

    Allows you to create a job for a survey you've created using a third-party satisfaction survey provider. You must have the URL to the survey before you can create a job for it.

    Custom integration

    Allows you to create a job for a customer survey when you're integrating with the Digital Experience API. You must have the URL to the survey endpoint before you can create a job for it.

  7. If you selected 3rd party provider, enter the 3rd party provider URL.
  8. If you selected Custom integration, enter the custom URL endpoint in the Custom integration field.

  9. For all survey types, enter the Message text that invites customers to complete the survey. You must include the variable {{{URL}}} in the message.  Place the variable where you want the link for the survey to appear. Digital Experience replaces this with the survey content.

    The Message Text field with an example of a message and the {{{URL}}} variable.

  10. When creating a chat channel, you can create a button with message text where users can access the survey, select Plugin content. Enter the Plugin message text and the Button label.

  11. Select Display in iframe in chat window if you want the survey to appear in the chat instead of a new window.

  12. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.