Why does an error appear on my survey policy on the policy listing page?

Genesys Cloud only sends one survey per interaction. If more than one survey policy matches an interaction, an error appears. Genesys Cloud selects one of the matching policies to follow, so customers could get any of the survey forms selected in the matching survey policies.

To clear the error and ensure that customers receive the survey you want them to receive, check the survey policies for overlapping matching criteria. Narrow matching criteria on those survey policies so that they could no longer apply to the same interactions.

For more information about web survey policies, see Create a web survey policy.