Learn how to configure a survey under the following headings: General, Channel Configuration, Labels, Theme, Triggers, Social Advocate.
From the Survey Builder page, click on the survey you want to configure to open its configuration page.
On the left of the page you can see two headings;
Settings
Content
Click on Settings to open a pop-up window where you can configure the survey.
Fill in the fields on each of the tabs displayed:
General
Status
Whether the survey is active i.e. ON or OFF.
Channel
The channel by which the survey will be sent. Email, SMS, IVR or Web.
Deliverability
The percentage of interactions that will send the survey. If deliverability is 100%, all customers will receive the survey, if it is 50%, half of all customers will receive the survey, etc.
Interval
After a customer has received the survey, the amount of time that must pass before they can receive it again.
Survey Quota
The maximum number of surveys that can be received by a customer in a given period.
Survey Quota per Agent
The maximum number of surveys that an agent can receive in a given period.
Survey Start/End
The dates during which the survey will be active.
Mandatory Questions
Questions that the customer must answer for the survey to be classified as completed.
Channel - Email
Invite Text
Text inviting the customer to fill out the survey.
Invite Text Bottom
The end of the invite text.
Begin Survey Text
Text indicating the beginning of the survey.
Subject
The subject line of the email.
From name/email
The name/email address displaying who the email is from.
Email Banner
The web address of the image for the email banner.
Unsubscribe Option
Whether the email will have an unsubscribe option i.e.YES or NO.
Unsubscribe text
The unsubscribe text that will be displayed (if YES is selected for Unsubscribe Option).
GDPR Option
Whether the email will have a GDPR option. YES or NO.
GDPR Text
The GDPR text that will be displayed (if YES is selected for GDPR Option).
Reminder days
The number of days after a customer receives a survey that they will be reminded to complete the survey.
Reminder Count
The number of times a customer will be reminded to complete the survey.
Active period (days)
The amount of time a customer has to complete a survey. Once the active period is complete the customer will be unable to submit any responses.
Additional meta
Whether there is any additional metadata i.e. YES or NO
Channel - SMS
SMS survey invites have a character limit
One SMS text message can contain a maximum of 160 characters, including the survey link i.e. 137 character message + 23 character survey link.
It’s important that the customer’s message and survey link are within the character limit. If the message exceeds the 1 x SMS character limit, the customer will incur the cost of any additional SMS message(s).
It is the customer’s commercial responsibility to check and confirm their approval of the message length as part of SMS survey design, testing and approval. Failure to do so may incur unanticipated SMS charges (i.e. if 2 messages are sent instead of one, SMS charges will double).
Invite Text
Text inviting the customer to fill out the survey.
Invite Text Bottom
The end of the invite text.
From
The name displaying who the SMS is from.
GDPR Option
Whether the survey will have a GDPR option. YES or NO.
GDPR Text
The GDPR text that will be displayed (if YES is selected for GDPR Option).
Unsubscribe Option
Whether the survey will have an unsubscribe option i.e. YES or NO.
Unsubscribe text
The unsubscribe text that will be displayed (if YES is selected for Unsubscribe Option).
Reminder days
The number of days after a customer receives a survey that they will be reminded to complete the survey.
Reminder Count
The number of times a customer will be reminded to complete the survey.
Active period (days)
The amount of time a customer has to complete a survey. Once the active period is complete the customer will be unable to submit any responses.
Additional meta
Whether there is any additional metadata i.e. YES or NO.
Channel - Web
Additional meta
Whether there is any additional metadata i.e. YES or NO.
Additional meta Key:Default Value (optional)
This is a placeholder for an additional meta key that can be used to set up default values. For example, if there is a metadata field such as colour: blue, but the "colour" field is not passed in the payload, it can be set up as blue here.
Channel - IVR
From Phone
The phone number that the IVR call will be from.
Callback delay [min]
The delay, in seconds, after a number is entered into the system before a survey is sent.
Call Between [From,To]
The dialling interval i.e. hours in the day that the survey can be sent.
Labels
Default survey labels can be customised here.
Email, SMS, Web
OK, Next, Yes, No
Change what these labels will display by typing the new label into the textbox field.
Comment Placeholder
The text that will be displayed in a comment text box e.g. ‘Type your answer here…’
Thank You Text Negative Feedback
The thank you text that will be displayed to a customer that leaves negative feedback.
Thank You Text Positive Feedback
The thank you text that will be displayed to a customer that leaves positive feedback.
Survey submitted thank you
The text thanking the customer for completing the survey.
Survey submitted text
The text that is displayed to a customer that attempts to re-submit a survey.
Theme
Email, SMS, Web
Logo URL
The web address of the image for the survey logo.
Background URL
The web address of the image for the survey background.
Action Color [Web format]
The HTML colour code for any buttons on the survey.
One Page Design
Select YES for all questions to be on the same webpage. Select NO for each survey question to be on its own individual webpage.
Custom CSS
Custom CSS designed message.
Triggers
This section is related to configuration when triggering a survey via API.
Email, SMS, Web
Access Token
The access token to your API.
Status
Whether the survey is active i.e. ON or OFF.
Additional meta
Whether there is any additional metadata i.e. YES or NO.
Additional meta Key:Default Value (optional)
This is a placeholder for an additional meta key that can be used to set up default values. For example, if there is a metadata field such as colour: blue, but the "colour" field is not passed in the payload, it can be set up as blue here.
IVR
Access Token
The access token to your API.
Status
Whether the survey is active i.e. ON or OFF.
Additional meta
Whether there is any additional metadata i.e. YES or NO.
Social Advocate
If a customer leaves you positive feedback, you may want to refer them to your Trustpilot to leave a review.
Email, SMS, Web
Trustpilot Invite
The text inviting the customer to leave a review on Trustpilot e.g. “You can also add your review at Trustpilot:”
Trustpilot link
Your organisation’s Trustpilot URL.
Social Advocate Threshold
An int input, e.g. 5. If the customer’s survey responses have an average score of greater than or equal to 5, the customer will be redirected to the provided Trustpilot link.
