Create a direct web survey link to send in a message

AI-generated summary

Genesys Cloud's Direct Survey feature enables customer feedback collection through web surveys after digital messaging interactions. The system generates a unique URL through API requests that can be shared directly within messaging conversations, eliminating the need for email-based survey invitations. Key features include: - One-time use survey links that become invalid after submission - Non-authenticated survey access for anyone with the link - Integration with existing digital messaging channels - Association of surveys with specific interactions using conversation ID and survey form ID Requirements for implementation: - Completed digital interaction between agent and customer - Published web survey form - Valid conversation ID for proper interaction tracking The Direct Survey maintains identical functionality to standard web surveys but differs only in its delivery method through direct messaging rather than email distribution.

Genesys Cloud provides a Direct Survey web survey sub-type that enables organizations to collect customer feedback after digital messaging interactions. A Direct Survey behaves the same as a standard web survey, with the only difference being how the survey invitation is delivered.

Instead of sending an email invitation, Genesys Cloud generates a direct survey link URL that can be shared with the customer, typically within a digital messaging conversation when the interaction ends. The survey link is generated through an API request and displayed to the customer by the messaging platform.

This delivery method allows organizations to capture feedback in the same digital channel where the interaction occurred, without relying on email-based follow-up.

Before sending a web survey link in a message, ensure that the following requirements are met:

A completed digital interaction exists between an agent and a customer.
A web survey form is created and published so that a survey link can be generated for use in messaging interactions.
After the interaction ends, Genesys Cloud uses the conversation ID and survey form context ID to associate the survey with the correct interaction.

Note:

A Direct Survey behaves the same as a standard web survey, except for the invitation method.
No email invitation is sent. The survey is delivered only as a URL.
The survey link is not authenticated. Anyone with access to the link can open and complete the survey.
Each survey link can be completed only once. After the survey is submitted, the link is no longer valid.

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Create a direct web survey link to send in a message