Configure a Data Action

This process will require a Data Action to invoke the Add New Interaction endpoint in the Mindful Feedback API. See the "Add New Interaction" section in Data Actions for configuration instructions.

Update the inbound Email Flow

Set Participant Data

To use canned responses within Genesys Cloud, you must first set the participant data.

Quick Access: Admin > Architect > Architect > Flows menu

• In the Genesys Inbound flow for the channel (either SMS or Email), add a Set Participant Data block.

• Add the following attributes:

  • SendSurvey: Set this to a value of 1 to indicate that a survey should be sent.

  • CONVERSATION_ID: Assign the expression Email.ConversationId.

  • Our example also sets customer and agent names.

Call Data Action

With the participant data assigned to variables, the next step is to invoke the Add New Interaction endpoint of the Feedback API. You can do this with a Call Data Action block, configured as shown below.

Inputs

• Data Action: Select the Action configured to invoke the Add New Interaction API endpoint.

• survey_id: Enter the ID of the survey you wish to provide in this Flow.

• external_ref: Enter the expression Email.ConversationId, which was assigned in the previous block.

• survey_type: Select web.

Success Outputs

• weblink: Assign State.survey_link.

With the survey web link obtained from the API response, we can now assign it to a variable that we can use in a canned response.

Set Participant Data

To create the survey_link variable, configure another Set Participant Data block as shown below.

• Attribute Name 1: Enter survey_link.

• Value to Assign 1: Assign the expression State.survey_link.

With the variable configured, you can now set up a new canned response that will provide a survey link.

Add a Canned Response

Quick Access: Admin > Contact Center > Canned Responses

• On the Canned Responses page, choose the Library that you would like to use. If you do not already have a Library set up, you may add one through the Manage Library page.

• Click the Add Response button.

• In the Response Name field, add the name of the canned response.

• In the Response Type field, enter the text that you would like to use for your canned response.

• To add the survey link, open the Substitutions panel, then select the survey_link variable to insert it into the text.

  • Alternatively, you can format any text as a link via the rich text editor and point the link to https://apps.mypurecloud.com/responseManagement/{{survey_link}}.

• Click Save when finished.

Update Conversation Polling in Feedback

Using a canned response to deliver a survey link will automatically create an interaction in Feedback when the customer clicks the link. However, that action alone does not associate the survey interaction with the related Genesys Cloud conversation. To do that, you will need to configure conversation polling for the related Genesys queue in Feedback.

To help with this step, see Conversation and Survey Matching (Updating Surveys).

Since a survey interaction already exists, you will only need to match the Genesys Conversation ID to the External Reference attribute in Feedback.

Configure your conversation matching as shown below:

• Match type — Select "Match Only".

  This will prevent Feedback from creating new interactions for these conversations, since the interactions already exist.

• Conversation attribute — Enter id.

  This specifies the Genesys Conversation ID as the item to match.

• Existing conversation attribute — Select "External Reference".

  This specifies that the External Reference attribute in Feedback should match the Genesys Conversation ID.

With this configuration in place, each survey interaction created via canned reply will be automatically associated with the related Genesys conversation.

Use the Canned Response

Now your agents are ready to send out surveys using Canned Responses! Agents will be able to select the canned responses from their canned responses widget button, which is represented by an icon on the right side of their agent script.

For more information about Canned Responses in Genesys Cloud, see the official Genesys documentation.