We are trying to implement a solution for surverys that doesn't involve the agent making a transfer after the call. We would like to do it automatically, so when the agent hangs up, the conversation is not ended and the customer goes into the survey.
We were told by Support that this could be done with triggers, and they gave us info about it. We've seen the v2.detail.events.conversation.{id}.acd.end would be good, but will it work for us? And, if so, how do we set up this trigger to do this?
Unfortunately Triggers can not help you in this scenario. Once the agent hangs up the call, it is immediately disconnected. Triggers are generally meant to take a background action, not directly manipulate a call.
It looks like we have a very popular idea for post call survey support: https://genesyscloud.ideas.aha.io/ideas/WEM-I-764
You are going to want to vote for this idea and add any additional requirements you have in a comment.