Add a survey by default survey association

It is possible to generate a default survey for inbound PSTN calls or SMS messages to a specified number. With default survey routing enabled, a survey can be generated when a customer calls (via PSTN) or texts a number associated with your account.

The default behavior for these scenarios can be configured in the Customer Settings menu under the Phone Connections tab.

Quick access: Settings > Customer Settings > Phone Connections tab

  1. For the PSTN- or SMS-enabled number, toggle the Enable default survey routing for inbound calls and SMS option On.
  2. Next, select a default survey to execute in the Default Survey dropdown menu.

image of the Phone Connections tab with Enable default survey routing for inbound calls and SMS highlighted

When enabled, the selected survey will be executed when a call or text is received to the number in the Number field. The new survey interaction will have a type of inbound (for calls) or sms (for text messages).