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Triggers an ECHO phone survey to be automatically sent to a specified number. |
Supported Script Types
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| Generic | Chat | Phone | Voicemail | Work Item |
Properties
- TakeaSurvey
- True/False. Setting this field to True will create a survey invitation flag in the database which triggers a survey to be sent.
- CallbackNumber
- The number that should be used to call for the survey. This field can be a variable, for example {ANI (automatic number identification)Automatic Number Identification; also known as caller ID. Listed phone number of an incoming voice call.}.
- BusinessRuleGroup
- The name of the Business Rule Group created in Central that should be used to identify an appropriate survey for the contact. The BusinessRuleGroup is a free text field and the name should match the Group name exactly (case sensitive).
- IsInternational
- Setting this field to "true" will indicate the number to be called is a non-U.S. number. This field is a text entry field so that it can contain a True/False value.
- CallerID
- The caller ID that will appear when the survey is sent to the phone number.
Branches
- Default
- The Default branch condition will be always be used.
Tips and Tricks
- Typically, an IVR MENU action is sent up for the customer to opt in to a survey prior to interacting with an agent. The survey and business rules must be set up in Central first.
- TAKEASURVEY applies only to phone surveys.
- This action supports international and U.S. phone numbers.
- If you need to send email surveys, it must be done through the Central interface.
- By setting the TAKEASURVEY property to true, an invitation flag is set in the database for the contact. Once the time frame designated by Survey Configuration occurs, which could be immediately following the contact, the survey will be sent.
