Posting survey data back to Genesys Cloud

Although Mindful Feedback has its own reporting suite and API, there may be times when you wish to post survey data back to Genesys Cloud conversations. You can do this through survey triggers. Use the following guide to post survey data to the customer attributes on a Genesys Cloud conversation.

Step 1: Add the Customer Participant ID to Your Genesys Cloud Survey Mapping

The customer participant ID must be synchronized from Genesys Cloud to Mindful Feedback. This allows Feedback to update the customer participant's attributes in the next step.

Quick access: Settings > Customer Settings > Integrations > Genesys Cloud > Configure Genesys Cloud (button located at top-right of page) > Configure Polling tab

Scroll down to Survey Mappings and expand the Survey Parameters menu for the desired Survey Mapping.

Screen capture of Survey Mappings section with Survey Parameters highlighted

Click the Add Custom Parameter button.

Screen capture of Add Custom Parameter fields

In the field that appears above the button, enter customerParticipantId as shown.
In the next drop-down menu, choose Conversation Variable as shown.
In the last drop-down menu, choose customerParticipantId as shown.
Click the Update Polling and Sync button.

For more information on configuring Survey Mappings, see Adding or Updating Survey Interactions.

Step 2: Create a Wrap-up Trigger and Event

To post survey data, you will need a Wrap-Up Trigger to execute when a customer completes a survey. Use the image and steps below as a guide to configuring the trigger.

Quick access: Surveys > Your Survey Screen capture of Wrap up triggers and events page

In the Questions tab, click Wrap-Up Triggers and Events (located below your last question) to expose the drag-and-drop box beneath.
Drag the Always Trigger option into the box.
Enter a description for the trigger in the Trigger Description field.
Set the Wait for data toggle switch ON, then enter customerParticipantId (or whatever attribute you use to identify the customer ID in the survey mapping) in the field that appears below.
- This will ensure the trigger does not attempt to execute until the selected attribute has synced from Genesys Cloud.
Drag the Post to URL event into the box provided.
Configure the Post to URL section as follows:
- HTTP Method: Set to PATCH.
- URL: Enter the URL of the Attributes endpoint of the Genesys Cloud API for your organization.
  Note: Your URL domain may differ from our example screenshot. For more info, see the Genesys API documentation. Domains for common Genesys Regions are listed below:
  - If your Genesys Org is in the US East (Virginia) Region, you will use https://api.mypurecloud.com as the beginning of the URL.
  - If your Genesys Org is in the US East 2 (Ohio) Region, you will use https://api.use2.us-gov-pure.cloud as the beginning of the URL.
  - If your Genesys Org is in the US West (Oregon) Region, you will use https://api.usw2.pure.cloud as the beginning of the URL.
  The remaining path should be the same, regardless of the domain:
```
v2/conversations/calls/%external_ref%/participants/%customerParticipantId%/attributes
```
- Authentication Method: Select Genesys Cloud.
- Body: Enter a JSON object assigning values to the attributes you wish to update. See below for an example JSON object:
```
{
"attributes":{
"NPS":"%response_1%",
"CSAT": "%response_2%",
"Feedback": "%response_3%"
}
}
```

Any attributes you placed into the request body will now be attached to your Genesys Cloud conversation. They will be added as attributes of the customer participant.

Note:

In the example above, we have passed a few question responses into the Body. You can pass any attributes you want into this field.

Consider the following examples:

Rather than "NPS", you could call the attribute "FeedbackNPS".
You could pass in a hard-coded value to represent the completed survey (something like "surveyCompleted": true).
You could pass in %avg_response% or %agent_id% (any survey attributes you would like).

We recommend naming your attribute keys uniquely so that they will not accidentally override existing attributes that may be attached to a customer.

Step 3 (Optional): Create a Timeout Trigger and Event

If you would like to post to the Genesys Cloud conversation when a customer does not complete a survey, you can do so with a Timeout Trigger. Your Timeout Trigger might look something like the example below.

To do this, follow the same steps you performed for the Wrap-up Trigger, but configure it in the Timeout Triggers and Events section instead. The Timeout Triggers and Events section is located beneath the Wrap-Up Triggers and Events, underneath your last question.

Quick access: Surveys > Your Survey

Screen capture of Time out triggers and events