Work with web survey invite flows

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:

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Survey invite flow configuration and setupClick to expand

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.

Survey invite flow actions and tasksClick to expand

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.
		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.
	Logical	Decision	Direct the process branch, depending on whether a condition is true.
		Switch	Configure a switch action to specify what Architect does, when to do it, and under which circumstances. This action is similar to a Decision action, and is easy to set when to evaluate multiple cases.
		Evaluate Schedule	Use this action with the Evaluate Schedule Group action and make routing decisions based on previously defined schedules and schedule groups.
		Evaluate Schedule Group	Use this action with the Evaluate Schedule action and make routing decisions based on previously defined schedules and schedule groups.
	Loop	Loop	Direct your process repeat a series of actions before it goes on to the next action in your design.
		Next Loop	Use the Next Loop action when, during the loop iteration, the flow encounters a false outcome and you want it to continue to the next iteration.
		Exit Loop	Use this action inside a Loop action to end and exit the current loop, and to continue flow execution by moving to the following action.
	State	State	Use a state to group tasks together into logical units.
		Change State	Jump the process directly to the beginning of a different state without any intervening steps.
	Survey Invites	Abort Survey	Determine if the contact selects to opt out of surveys and if so, end the conversation even if the policy matches the contact.
		Complete Survey	Set up a customized email that invites your external contacts to take a survey after completing an interaction with an agent or representative.
	Task	Task	Build complex IVR options; for example, group related steps of a process together to create a flow routine.
		Call Task	Call another task.
	Wait	Wait	Pause the survey invite process for a duration or until a time that you specify.