FAQs: Voice Surveys

Yes. Voice Surveys support free-form text input through Free Text survey questions. When the configured language supports speech recognition, customers can provide open-ended responses by speaking, which are captured using speech-to-text. Free-form text responses are limited to 500 characters. If speech recognition is not supported for the configured language, free-form spoken input is not available and survey questions must rely on DTMF-based responses instead. For more information, see: Add questions to a customer survey form, and Ask Survey Question action.

Voice Surveys support the question types defined in the survey form, including Yes/No, Multiple Choice, Range, Net Promoter Score (NPS), and Free Text. Customers respond using DTMF or speech, depending on how the Voice Survey flow is configured. For more information see: Add questions to a customer survey form.

Customers can end a Voice Survey at any time by hanging up. If you want to provide an explicit option to skip the survey, such as “Press 9 to skip,” you can implement this behavior by customizing the Voice Survey flow in Architect. For more information see: Work with voice survey flows.

Voice Surveys are completed over the phone as part of a voice interaction. Web Surveys are completed through a web link and are typically delivered by email. Genesys Cloud also supports Direct Web Surveys, where a survey URL is shared directly with customers through messaging channels instead of email. Both survey types use the same reporting and analytics framework. For more information see: About customer surveys.

Yes. Voice Surveys are available with Genesys Cloud CX 3 and CX 4 licenses, or with Genesys Cloud CX 1 and CX 2 when the Workforce Engagement Management (WEM) add-on is licensed.

For more information see: Work with voice survey flows.

Yes. Voice Surveys support multiple languages based on the languages available for Genesys Cloud text-to-speech and speech recognition services and how the Voice Survey flow is configured.
A list of supported languages is available at: Genesys Cloud supported languages

If the language you want to use is not supported for Voice Surveys, you cannot add it directly to the survey form language list. As a workaround, you can use pre-recorded audio prompts and configure survey questions to accept DTMF-only input. This approach allows Voice Surveys to be used in any language without relying on text-to-speech or speech recognition. For more information, see: Work with voice survey flows.

Yes. Voice Survey responses can be written to external tags by configuring actions in the Voice Survey flow in Architect. You can capture responses such as Yes/No, numeric scores, or NPS categories and use Architect actions to set external tags on the conversation. This behavior must be configured in the Voice Survey flow and is not automatic from the survey form. Free-text responses are not recommended for external tags due to length and formatting considerations. For more information, see: Set External Tag action.

A Voice Survey is typically offered immediately after a voice interaction with an agent ends and runs on the same call before the call disconnects. This behavior is commonly configured using the Set Post-Flow action. For more information see: Work with voice survey flows.

You set up a Voice Survey in Architect by creating a Voice Survey flow from a published survey form and linking it to the appropriate inbound call flow using the Set Post-Flow action. For more information see: Work with voice survey flows.