Create a web survey policy

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Genesys Cloud enables administrators to create web survey policies that automatically distribute customer satisfaction surveys to interactions based on configured matching criteria and delivery parameters. Policies require specification of matching criteria such as media type, actions including recording retention and survey sending, and selection of a published web survey form and survey invite flow. Administrators can customize invitation sender information through an optional Invitation Sending User field (defaulting to 'no-reply' if unset) and a required Invitation Sending Domain selection, with flexible delivery timing for email and messaging interactions based on threading timeline expiration or 72 hours after conversation disconnect. Survey invitations are sent 72 hours after the last response in an interaction, except when the customer is the final participant or when using Survey flows, which initiate immediately but remain pending for 72 hours. Reminder invitations can be configured with customizable intervals up to 90 days, and survey recipients have a 90-day response window before expiration. Operational constraints include a limit of one survey per interaction, with surveys delivered to the most recent customer participant in multi-customer interactions. When multiple policies match an interaction, the system sends the survey from one unspecified policy; Genesys recommends creating specific policy criteria to prevent overlapping survey actions. Policy creation involves accessing the Admin interface, navigating to Quality > Policies, entering policy name and description, assigning matching criteria by media type, and configuring actions for recording retention and survey distribution. Prerequisites include appropriate Recording and Retention Policy permissions, a published web survey form, and a published survey invite flow in Architect, with call recording requiring that Recording be enabled on the SIP trunk by the telephony administrator. Policies apply exclusively to future interactions after enablement and do not retroactively affect previous interactions. Additional recording policy actions can be assigned to matching interactions, and policies must be saved to enable enforcement. The documentation includes a feedback mechanism allowing users to rate article helpfulness and provide specific reasons for their assessment, with references to related documentation topics including customer surveys, survey form creation, web survey invite workflows, and troubleshooting resources.

PrerequisitesClick to expand

Use policies to send surveys after an interaction. Determine which type of interactions trigger a survey invite and how many invitations to send.

Note: Policies do not affect to previous interactions. Policies only apply to interactions that happen after you enable the policy.

Click Admin.
Under Quality, click Policies.
Click Menu > Conversation Intelligence > Recording and Policies > Policies.
Click Create New Policy.
In Policy Name, enter a name for the policy.
In Description, enter a description of the policy. For example, survey policy for billing interactions between.
Click a media type tab.
For each media type, assign one or more Matching Criteria. For more information about matching criteria, see Create a policy.
In the Actions to Perform section, assign the following actions for interactions that match the criteria:
- Recording Retention—Specify whether to retain or delete a recording. To send survey invitations, you must retain interaction recordings.
  
  Note: Call recording requires that Recording is enabled on the SIP trunk. Contact your telephony administrator and refer them to the Enable Recording procedure.
- Send web surveys—Automatically send a survey invitation. You can specify the following information:
  - Survey form: Select which published form to use. Genesys Cloud automatically uses the most recent version of the form. For more information about survey forms, see Create a web survey form.
  - Flow: Select which survey invite flow to use. For more information about survey flows, see Navigate a survey invite flow.
  - Invitation Sending User: (Optional) Set the user name for the from email address for the survey invitation. A user name that identifies your company helps the customer recognize who the email is from and increases the response rate. For example, you could enter a name such as CompanyNameSupport or CompanyCustomerSevice.
    Note: If Invitation Sending User is not set, Genesys Cloud displays the sender name as ‘no-reply’.
  - Invitation Sending Domain: Select the second part of the from email address for the survey invitation. For more information about setting up email domains, see Manage ACD routing.
  - Send survey: Select when to send the initial survey invitation for email and message interactions:
    - As per the Threading Timeline: Sends the initial survey invitation after the applicable email or messaging threading timeline expires.
    - After 72 Hours: Sends the initial survey invitation 72 hours after the conversation disconnects.
  - Number of Reminders: Select the number of reminder invitations to send after the initial survey invitation. The default value is 0.
  - Reminder Interval (Days): Appears when you configure one or more reminders. Select the number of days to wait between reminder invitations. You can set reminders to send up to 90 days after the initial invitation. For example, if you set Number of Reminders to 2 and Reminder Interval (Days) to 45, Genesys Cloud sends the initial survey invitation, the first reminder 45 days later, and the second reminder 45 days after the first reminder.
    Note: Recipients can only reply to surveys up to 90 days after it is created, after which it expires.
Optionally, assign more actions to perform for interactions that match the criteria. For more information about the other actions, see Create a recording policy.
Repeat steps 6 through 9 for each media type that you want the policy to match.
To enable the policy, click Save. For more information about disabling the policy, see Disable a policy.

Notes:

For email and messaging interactions, the Send Survey setting determines when Genesys Cloud sends the initial survey invitation. If you select As per the Threading Timeline, Genesys Cloud sends the initial survey invitation when the applicable email or messaging threading timeline expires. If you select After 72 Hours, Genesys Cloud sends the initial survey invitation 72 hours after the conversation disconnects. The Send Survey setting applies only to the initial survey invitation. It does not affect reminder timing. Genesys Cloud sends reminders according to the configured Reminder Interval (Days).

For example, if As per the Threading Timeline is selected for a message interaction and the applicable messaging threading timeline is 24 hours, Genesys Cloud sends the initial survey invitation when the 24-hour threading timeline expires. If Number of Reminders is set to 2 and Reminder Interval (Days) is set to 3, Genesys Cloud sends the first reminder three days after the initial invitation and the second reminder three days after the first reminder.

The 72-hour delay does not apply to Survey flows. Genesys Cloud initiates Survey flow at once, and puts the Survey to Pending status until 72 hours pass.
Genesys Cloud allows only one survey for a single interaction.
When an interaction matches more than one policy that has Send web surveys action, only one policy sends a survey. You cannot predetermine which policy sends the survey. Genesys recommends that you make policy criteria as specific as possible, so that policies with survey actions do not overlap.
When an interaction includes more than one customer participant, Genesys Cloud sends the survey invitation to the most recent customer participant in the interaction.

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