We just started using the web surveys and had a question around how a couple of the features work in it.
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It looks like using the provided flow in architect, it checks to see if the external contact within the directory is opted out of surveys or not. The customer would need to contact us to opt out of surveys in this situation. I am wanting to know if there is a way to add an opt out link within the survey email itself that will allow customers to opt out of web surveys from us.
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Also, how do chat and call interactions look for an email address to send a survey to? My assumption would be with a phone call it would try to correlate that phone number to an existing external contact within Purecloud that has an email address. If that is the case, I take it if the external contact doesn't exist it fails to send out a survey? With our chats, customers are required to enter in an email address when initiating a chat. Will the survey leverage this email entered at the beginning of the chat (I'm guessing not) or will it try to match the user to an external contact? If it does try to match it to an external contact, how does it go about doing that?