Survey submission and completion

Every customer survey must reach a Finished status before the system locks the response data. Surveys reach this completed state in one of two ways:

• Manual submission — The customer answers the questions and clicks Submit on the final page of the survey.

• Automatic expiration — The customer partially answers the survey, and the system automatically marks it finished after a designated period of inactivity.

Automatic completion

If you have permission to access the Company Info page, you can configure the Survey is Marked Finished After setting. This setting determines how long the system waits after a customer's last response before automatically moving an incomplete survey to the Finished state. While the default time frame is one hour, you can shorten or extend this limit to fit your business requirements.

We recommend giving customers at least one hour to finish their responses. Keep in mind that Agent Connect holds all survey data until it reaches the Finished status. The system will not push responses to your external integrations until the survey completes.

Survey resumption

Customers can use their original email invitation link to return to an in-progress survey at any time before it enters the Finished state.

For example, if a customer closes their browser window mid-survey, the default system behavior lets them click the email invitation link to resume their session for up to one hour. If they try to access the link after one hour, or if they already clicked Submit, the system shows a message stating that the survey is complete.

When a customer returns to an active survey to complete it, the system locks any previously answered questions to prevent historical data alteration. If the customer progresses past their original drop-off point, the system adds the new scores and comments to the existing survey record. This logic preserves your historical metrics while ensuring your team sees fresh, relevant feedback for active coaching and QA Reviews.

Survey expiration

To keep customer feedback fresh and actionable, surveys expire automatically seven days after the initial send date. This constraint prevents customers from responding too long after the support interaction occurs, keeping your operational data clean.

When a customer clicks a link for an invitation that has bypassed this seven-day window, the browser shows a message stating that the survey link is expired.

If you need to adjust this timeline, contact the Support team to discuss alternatives.

Suppression period

Frequent interactions can trigger multiple survey invitations for a single customer. To avoid over-surveying your customers, you can implement a suppression period on the Company Info page.

The Suppression Period setting establishes a temporary block on a single customer email address per brand. For example, if you set the Suppression Period to one day, the system sends no more than one survey to that email address within a 24-hour window. This also prevents duplicate survey deployments during rapid, multiple-solve interactions on a single support case.

Once the suppression window closes, the customer email address becomes eligible to receive a new survey invitation during their next support interaction.