Overview

• In Blueprint we have a rule "Survey Delivery - [Private]" for survey delivery.

• You can search for this rule in your environment and if it's not present in your environment, please raise a support ticket with the enablement team to migrate the same into the required environment.

Rule Working

• It is a trigger based rule, trigger conditions are [Time Agnostic, Case Queue is Survey-Ready for Survey, Case Queue Assignment Time Duration is 1 Hours, Survey Sent is No]

• So whenever the trigger conditions will be met, The rule will run and as a safe check we are again checking for the trigger conditions in the rule itself

• After that-  we check wether the user has opted out from the Survey or not [not applicable for conversational survey]

• Then we check If a survey was sent in the past X no. of days

• Then we check for the language CF and according to that we send the required Conversational Survey to the User.

•  To ensure that the survey rule doesn't run in a loop, we remove the case from Queue "Survey-Ready for Survey"

How to trigger the rule when conversation is closed by bot

When the conversation is closed by the bot, At the end in the dialogue tree just add the case to the case queue "Survey-Ready for Survey".

How to trigger the rule when conversation is closed by Agent

When an agent applies "Closed" macro to close a case, In the macro just apply a manual/automatic action "Add case to queue (Case Action)" and select "Survey-Ready for Survey" queue.