Setting up a canned-response survey

Within Genesys Cloud, agents have the capability to send a Mindful Feedback survey through the use of a canned response. Canned response surveys can increase efficiency by saving agents time and effort by avoiding the need to repeatedly type out the same information. They also help ensure that agents provide consistent feedback opportunities to customers in a timely fashion.

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.

example of the create interaction data action

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: Screen capture of Set Participant Data in Genesys

    • 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.

Note: For instructions on configuring this Data Action, see Data Actions.
image of the call data action block

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.

image of the second set participant data block

  • 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.

Screen capture of Add Response window

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.

Screen capture of adding a hyperlink into canned response

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