Engage Digital | Configuring surveys

Last updated on March 29, 2022

Table of contents

Once you enable the Customer satisfaction survey extension, you can create the survey in Engage Digital.

Activating surveys

  1. Go to Settings > Extensions via the left navigation bar.
  2. Click Add to add a new extension.
  3. Select Customer satisfaction survey.
  4. Specify the configuration options.
  5. Click Save.

Adding an Alchemer survey

  1. Go to Digital > Surveys via the left navigation bar.
  2. Click Add to add a new survey.
  3. Select Alchemer.
  4. Specify the configuration options.
  5. Click Save.

Adding a Survey SDK survey

  1. Go to Digital > Surveys via the left navigation bar.
  2. Click Add to add a new survey.
  3. Select Survey SDK.
  4. Specify the configuration options.
  5. Click Save.

Survey configuration options

These configurations options are configured only for Alchemer surveys:
  • Alchemer ID: The survey ID for the Alchemer survey.
  • API token: Specified only if you use your own Alchemer account (optional).
  • API token secret: Specified only if you use your own Alchemer account (optional).
  • Region: Select Europe or United States.
These configurations options are configured only for Survey SDK surveys:
  • Name: A unique name for the survey.
  • Base URL of the bridge: The URL of the bridge as defined in your integration.
  • Access token: The access token as defined in your integration.
  • Verify signature: Whether to require verifying the signature when receiving a response from the bridge.
  • Disregard SSL validity: Whether to bypass security warnings about an invalid SSL certificate and accept it as valid.
These configuration options apply to all types of surveys:
  • Active: Whether the survey is enabled.
  • Selected channels: Conversations belonging to these channels will receive a survey.
  • Selected teams: Conversations belonging to these teams will receive a survey. 
  • Categories filtering strategy: Specifies whether to include or exclude certain categories.
    • Ignored categories: Conversations belonging to these categories will not receive a survey.
    • Selected categories: Conversations belonging to these categories will receive a survey.
  • Ignored channels: Conversations belonging to these categories won’t receive a survey.
  • Delay before send: The period to delay sending a survey after a conversation is closed.
  • Max message age: If the customer’s last message is older, the survey won’t be sent.
  • Sender name: Tells the recipient who sent the messages (from).
  • Instant sending threshold: Specifies immediately sending a message after a conversation close. Specifying this value means an immediate survey will be sent, but not a delayed survey.
  • Grace period between surveys (hours): The delay below which the survey is not sent again if the customer responds back to you.

    For instance, if you fill in the field with 24, the customer receives the survey once he’s finished chatting with the agent for the first time, and won’t receive the survey again if they respond again to the agent within 24 hours, in order to avoid sending multiple surveys.

    The grace period between surveys is done at the level of the identity and the conversations related to this identity. An identity can be common to several channels of the same type when the channels are part of the same community. In some cases, the grace period will be applied on several channels. 
  • Survey message content: Specifies one or more surveys messages for your channels and languages.
    • Channels: Specifies the channel for specific message content. The default is All Channels.
    • Message: The content of the survey message. You can use variables in a message. For each of the variables referring to an identity, the mentioned identity matches that of the incoming messages (the message to which you are replying or interacting with).
    • Language:  Specifies a language for the message. The default is All Languages.
  • Survey message title: Specifies one or more surveys titles for your channels and languages.
    • Channels: Specifies the channel for a specific message title. The default is All Channels.
    • Message: The title of the survey message.
    • Language: Specifies a language for the message. The default is All Languages.
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