Nextiva CX - Surveys

Surveys are used to gather feedback from your customers.  To create a new survey:

1. Select Survey on the left-side toolbar.
   
   
2. Select + Create.
   
   
3. Enter a Survey Name in the Survey Name text box.
   
   
4. Enter other relevant fields. The following are optional:
   
   
   1. Brand Logo URL: The URL of your company logo to display on the survey.
      
      
   2. Survey Description: A brief description of the survey's purpose.
      
      
5. For the Survey Type drop-down menu. Here you can embed survey options to populate once the chat has been completed:
   
   
   • CSAT - Customer Satisfaction
     
     
   • NPS - Net Promoter Score
     
     
   • CUSTOM- Design your own questions
     
     
   • CUSTOMUI- Design your own survey with a custom user interface
     
     
6. Enter how many days the survey URL should be valid for in the Survey URL Validity in Days text box.
   
   
7. Limit the frequency of surveys sent to the same user by completing Send Maximum Survey(s) In (Days).
   
   
   1. Send Maximum ___ Surveys: Set how many surveys total should be sent.
      
      
   2. In ___ days: If more than once, set the frequency the survey will be sent.
      
      
   3. Repeat Sending Survey to Same User after ___ Days: Set the time interval before a user receives the survey again.
      
      
8. To make a survey live, ensure that the Sources in the Survey is Live Chat in the correct Workspace. You can select more than one source.
   
   
9. Survey Trigger Configuration Action States define what happens to the chat session after the survey trigger conditions have been met and the survey has been sent. These states control the flow of the conversation following the survey prompt, giving you options for how to manage the interaction with the customer.
   
   
   • Close: The chat session is automatically terminated once the survey is sent. This is useful if you want to gather feedback without further interaction.
     
     
   • Soft Close: The chat remains open for a specified duration after the survey is sent. This allows the customer to provide additional feedback or ask questions if they choose. After the set time elapses, the chat will automatically close.
     
     
   • Ignore: The survey is not sent, and the chat continues as normal. This might be useful for testing triggers or in situations where you want to selectively send surveys based on other criteria.
     
     XBert Tip: These action states do not directly control the trigger itself (i.e., what causes the survey to be sent). The trigger conditions are defined separately based on the selected source (e.g., Live Chat, Email) and any specific rules or criteria you set.
     
     
10. Choose whether Twitter authentication is needed to take the survey.
    
    
11. Select options for how you want the survey to be sent:
    
    
    1. EMAIL
       
       
       1. Type a Subject for the Email in the Subject for Email text box.
          
          
       2. Select relevant font options.
          
          
       3. Type the email in the larger text box.
          
          
       4. Enter placeholder text if desired.
          
          
          
          
    2. CASE allows you to select case by case times you would like to send the survey. Enter the text in the cases the survey should be sent.
       
       
       
       XBert Tip: The case here should match the source selected in the Sources drop-down menu.
       
       
12. Select Next.