Capturing Customer Email and Sending Survey

Hello,

I am trying to understand how to configure a survey invite.

Looking through the documentation, I have created the survey invite flow + survey policy.
However, I am not sure how the survey is sent to customers.

In the Survey invite flow, the Target Email Address is set as Survey.CustomerContact.personalEmail.
In the web message flow, we assign the variable as Flow.CustomerEmail.

In order to send the survey to the customer email, shall I set these 2 variables as the same?
I don't see where the Survey Invite flow and Inbound Message flow connect, I don't see either how I can call the survey invite flow from the inbound message flow, that's why i come here to understand how to configure this.

Thank you,
Louis

Hi Louis. The link between Message Flow and Survey Flow is provided by QM Policies: this is where you define the trigger to (Matching Criteria) and the corresponding Action to Perform. See here: Create a web survey policy - Genesys Cloud Resource Center
In case of all Messaging channels, the survey will be triggered 72 hours after the conversation has expired: this is current hardcoded value.

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