Work with web survey invite flows
AI-generated summary
Genesys Cloud provides a comprehensive web survey and workflow management system through Architect, enabling administrators to create personalized survey invite flows with customizable invitation emails, web survey forms, and integrated customer data while maintaining security through encryption. The platform requires specific permissions (Architect > Flow > Add, Edit, View) for administrators and contact center managers to deploy surveys and gather customer feedback on interactions.
Key technical components include Common Module support for reusing logic, data actions for customer information retrieval, decision tables for rule-based operations, and data table lookups. The system offers extensive flow control through Logical Decision and Switch actions, Loop functionality, and state management capabilities. Survey invite flows support external contact management, language skill sourcing, queue management, and schedule management with dynamic group finding.
Data handling capabilities encompass variable management, expression creation for sophisticated calculations, and automated response retrieval through the Get Response action paired with Send Auto Reply functionality. The platform includes built-in read-only variables specific to survey invite flows and provides an expression help feature for creating complex flow calculations.
Operational features enable skill-based routing through ACD lookup and transfer actions, task management for complex IVR operations with customizable wait times and state changes, and customer data encryption/decryption using administrator-configured encryption keys. Survey personalization actions enable customization of invitations through specific details such as contact date, customer name, agent name, communication type, and survey URL, with the ability to assign values to flow or task-level variables. External contact management includes retrieving existing contacts, searching contacts by criteria, promoting ephemeral contacts to curated status, and locating specific organizations. Dynamic lookup capabilities allow runtime identification of emergency groups, language skills, queues, schedules, schedule groups, ACD skills, and users through string name or ID-based references, with data sourced from data actions or lookup tables. State management enables direct process transitions between states without intervening steps. Survey invite functionality includes abort capabilities for opt-out scenarios and completion setup for customized email invitations agent interactions. Task and workflow actions support complex IVR configuration through task grouping, task calling, and wait functions that pause processes for specified durations or until designated times. These integrated features allow organizations to create sophisticated customer feedback solutions while maintaining data security and operational efficiency through centralized flow configuration and management within the Architect interface
The following permissions:
- Architect > Flow > Add
- Architect > Flow > Edit
- Architect > Flow > View
Administrators and contact center managers can use web surveys to ask contacts about their last interaction with your contact center. For more information, see About customer surveys.
After you create the web survey, use Architect to create a flow for surveys. The survey invite flow can contain the survey’s invitation email to send to external contacts, including the sender, receiver, and survey URL. To help familiarize yourself with survey invite flows in Architect, review the following pages:
| Page | Description |
|---|---|
| About customer surveys | Learn how to create and deploy web surveys, and to review survey results. |
| Navigate a survey invite flow | See examples and tips that help maximize invitations to web surveys. |
| Create a customer survey form | Learn how to create web surveys, which are a subtype for customer surveys. For example, create a survey to ask contacts to rate their last interaction with your call center. |
| Create a web survey invite flow | Learn how to create a survey invite flow and also other flow types. |
| Manage data resources in the flow | In addition to editing variables and viewing usage, you can add and filter variables for survey invite flows. |
| Expression help feature | Learn how to access the built-in expression resource to assist when creating survey invite flow task expressions. |
| Work with expressions | Use expressions to create sophisticated and complex flow calculations by selecting variables and operators. |
| Architect built-in variables | See the list of Architect read-only, built-in variables for survey invite flows. |
| Manage a variable | Edit a variable’s properties. |
| Icon | Category | Action | Description |
|---|---|---|---|
 | Common | Call Common Module | Reuse previously created logic stored in a common module flow. |
 | Customer Secured Data | Decrypt Data | Decrypt data in Architect flows by using your own encryption key. |
| Encrypt Data | Encrypt data in Architect flows by using your own encryption key | ||
 | Data | Call Data | Retrieve information about a customer from default or custom data actions integration in Genesys Cloud. |
| Call Decision Table | Execute a rule-based decision table configured previously by an administrator in Genesys Cloud. | ||
| Data Table Lookup | Retrieve data stored in a Genesys Cloud data table. | ||
| Get Response | Use with the Send Auto Reply action to send an automated reply to a customer. This action enables you to personalize the survey invitation by adding specific details to the survey. For example, date of contact, customer name, agent name, communication type, and survey URL. | ||
| Update Data | Assign values to flow or task level variables. | ||
 | External Contacts | Get External Contact | Retrieve information about an existing external contact. |
| Get External Organization | Find a specific organization, or with the Get External Contact action to find a specific person. | ||
| Promote External Contact action | Promote an ephemeral or identified contact to a curated (external) contact. | ||
| Search External Contacts | Find one or more external contacts based on your search terms. | ||
 | Find | Find Emergency Group | Dynamically find an emergency group based on its name at IVR runtime. For more information, see Emergencies. |
| Find Language Skill | Source language skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue. | ||
| Find Queue | Find a queue based on its string name at IVR runtime. Use this action to source data from a data action or data lookup tables. | ||
| Find Queue by ID | Reference a queue dynamically and find that queue based on an ID at IVR runtime. | ||
| Find Schedule | Dynamically find a schedule based on its name at IVR runtime. For more information about schedule creation in Genesys Cloud, see Schedules. | ||
| Find Schedule Group | Dynamically find a schedule group based on its name at IVR runtime. For more information, see Schedule Groups. | ||
| Find Skill | Find an ACD skill based on its string name at IVR runtime. Use this action to source skill data from a data dip such as a Call Data action or a data table. Then, use that information with a Transfer to ACD action that sends the interaction to the appropriate queue. | ||
| Find User | Search for a Genesys Cloud user based on an email address at IVR runtime. | ||
| Find User by ID | Reference a Genesys Cloud user dynamically and find that user based on a string name at IVR runtime. | ||
| Find Users by ID | Reference Genesys Cloud users dynamically and find them based on a string at IVR runtime. |
Survey InvitesAbort SurveyDetermine if the contact selects to opt out of surveys and if so, end the conversation even if the policy matches the contact.Complete SurveySet up a customized email that invites your external contacts to take a survey after completing an interaction with an agent or representative.
TaskTaskBuild complex IVR options; for example, group related steps of a process together to create a flow routine. Call TaskCall another task. 
WaitWaitPause the survey invite process for a duration or until a time that you specify.[NEXT] Was this article helpful?
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