‎WhatsApp Survey Distribution | Sprinklr Help Center

WhatsApp Survey Distribution

Updated

9 days ago

Introduction

WhatsApp Distribution enables businesses to send surveys directly via WhatsApp, tapping into its large user base and high engagement rates. There are two main distribution methods available:

Standard Distribution: You can send a WhatsApp message to respondents with a link to the survey. They’ll click the link, complete the survey in their browser, and receive a follow-up thank-you message.
Conversational Distribution: This method uses conversational AI to send survey questions directly within the WhatsApp chat, so respondents don’t need to leave WhatsApp to complete the survey. Each question is sent as a WhatsApp message, and responses are collected in real-time, creating a more natural, human-like interaction.

WhatsApp Survey Solutions

Real-time feedback with Conversational Surveys.
Engaging surveys with interactive elements.
Visually appealing surveys with Rich media support.

These factors contribute to higher response rates and lower drop-offs in Conversational Surveys, while also increasing the likelihood of capturing partial responses if a user drops off mid-survey.

Steps to Access Conversational Surveys on WhatsApp

Click Distribution > WhatsApp.
Click + Create Distribution.
Select Standard Survey or Conversational Survey:
1. Standard Survey: Send a WhatsApp message with a survey link.
2. Conversational Survey: Engage respondents within WhatsApp. One Survey question per message in a chat-based interface.

Standard Survey

Steps to Access Standard Survey Distribution

Go to Details:
1. Distribution Name: Add distribution name.
2. Distribution Description: Add description.
3. Click Next.
Click Create Template to type the body of the template.
Go to Message Header. Message Header appears in the message sent to the respondent.
1. Header Type: Select Header Type in Message Header.
  Note: Image, Video and document can also be attached to the header. Type header text with maximum of 60 characters.
Go to Message Body.
1. Message Description: Add the message description with a maximum of 1024 characters. You can use emojis, bold, italics, and strikethrough in the text. In the bottom right corner of the box, you’ll find the Sprinklr AI+ feature, a generative AI assistant that helps review and modify your content.
Go to Message Footer.
1. Message Description: The footer is not editable due to compliance requirements that mandate an unsubscription message. Customization is not allowed to prevent the risk of non-compliant text, which cannot be validated at this time.
Survey Link Button: You can modify the link button text that redirects recipients to the survey. By default, it is labeled Give Feedback.
Click Next.

Note: The preview section displays how it appears on the respondent's device.
Go to Link Expiry Details:
1. Start Date: Select the start date and time.
2. Expiration Date: Select the expiration date and time.
3. Limit Submissions per respondents: Toggle to limit submissions per respondents.
4. Allowed Submissions: Select the number of submissions per respondent.
5. Reset limit after time interval: Toggle to reset the limit.
6. Reset Limit Every: Reset and add the duration.
7. Response Custom Field: You can pre-fill any survey response field for all responses received via the survey link sent through this distribution. This feature aids in analytics and response workflows. You can configure multiple fields using the plus icon.
8. Click Next.
Go to Create Thank You Template:
1. Go to Message Header.
  1. Header Type: Select header type from the drop down menu. Note: Image, Video and document can also be attached to the header.
    Note: Image, Video and document can also be attached to the header. Add a header text with maximum of 60 characters.
2. Go to Message Body.
  1. Message Description: Add the message description with a maximum 1024 characters. Use Sprinklr AI+ to to create and refine the content.
3. Go to Message Footer:
  1. Footer Description: The footer is not editable due to compliance requirements that mandate an un-subscription message. Customization is not allowed to prevent the risk of non-compliant text, which cannot be validated at this time.
4. Go to Buttons:
  Select buttons from the drop-down menu.
  1. Quick Reply: Multiple button labels can be added.
  2. Call to Action:
    1. Button Label: Add Button Text
    2. Action: Select Call or Open URL from the drop-down menu to select the action.
    3. Add Phone Number on selecting Call.
    4. Add URL on selecting open URL.
    5. Click Next.
Go to Create Reminder Template Page.
1. Toggle Enable to enable the preview.
2. Header Type: Select Header Type in Message Header.
  Note: Header Type supports Image, Video and document.
3. Header Text: Type header text with maximum of 60 characters.
4. Message Body: Add the message description with a maximum of 1024 characters. Use Sprinklr AI+ to create and refine the content.
5. Message Footer: Add Message Footer with maximum of 60 characters.
6. Survey Link Button: Add Survey Link Button Text.
7. Reminder Frequency: Add reminder frequency.
  1. Repeats: Select the frequency of repeats (Does Not Repeat, Daily, Weekly, Monthly)
  2. Repeats Every: Select the number of days to repeat after.
  3. End After: Select the number of days to end the reminder frequency.
  4. Click Next.
Go to Translation.
1. Go to Translation Details:
  1. Language Selector: Add the language in which you would want the translation to be in.
  2. Define Translation Condition: The fields are profile-level custom fields, analyzed for each profile before sending the message. The language of the template sent to them is determined based on the conditions set up here.
    1. Language: Select the language.
    2. Controlling Fields: Select the controlled fields.
    3. Operator: Select the operator.
    4. Value: Select the value.
2. Add translations for different message types on the right side.
3. Use Sprinklr AI+ to reword, correct spelling and grammar, shorten or lengthen content, adjust the tone, simplify the language, or translate text.
Click Next.
Go to Schedule.
There are 3 scheduling options(Steps are enlisted below)
1. Schedule: Allows to select specific date and time to schedule it.
2. Send Now: Allows to send immediately.
3. Trigger Based: Allows to send basis trigger.
Select type of Schedule.
Click Create.

Conversational Survey

Steps to Access Conversational Survey

Go to Distribution Details:
1. Distribution Name: Add Name.
2. Distribution Description: Add Description.
3. Click Next.
Go to Distribution Settings:
1. Conversation Timeout: Select the days for timeout.
2. Partial Response: Toggle to capture incomplete responses after the timeout period.
3. AI Powered Conversations: Toggle to enable to enhance WhatsApp with AI driven interactions.
4. Response Custom Field: Select Custom Field and value. Each Custom Field creates a new column in the response tab.
5. Click Next.
Go to Reminder Template Settings
1. Header Type: Select Header Type in Message Header. Header Type supports Image, Video and document.
2. Header Text: Type header text with maximum of 60 characters.
3. Message Body: Add the message description with a maximum 1024 characters. Use Sprinklr AI+ to to create and refine the content.
4. Message Footer: Add Message Footer with maximum of 60 characters.
5. Reminder Frequency: Add reminder frequency.
  1. Repeats: Select the frequency of repeats (Does Not Repeat, Daily, Weekly, Monthly).
  2. Repeats Every: Select the number of days to repeat after.
  3. End Occurrence: Select days to end occurrence.
  4. Click Next.
6. Go to Schedule.
  There are 3 scheduling options (Steps are enlisted below)
  1. Schedule: Allows to select specific date and time to schedule it.
  2. Send Now: Allows the email to be sent automatically as soon as the email setup is saved. You do not need to select a date and time for sending.
  3. Trigger Based: Allows to set up the schedule so that emails are sent only when triggered by an external API. This feature is powered by the Journey Facilitator.
7. Select type of Schedule.
8. Click Create.

Types of Schedule and Steps to Access

Schedule

Select Date and Time.
Select Sender Account.
Go to Recipient Section:
1. Select Profiles
2. Select Profile Lists.
3. Select Profile Segments
4. Select Profile Samples

Send Now

Select Sender Account.
Go to Recipient Section:
1. Select Profiles.
2. Select Profile Lists.
3. Select Profile Segments.
4. Select Profile Samples.

Trigger Based

Select Account.
Click Create.
Click Create Workflow in the select Create Workflow Section.
Edit/ Modify Workflow.
Click Save & Deploy.

Manage Distribution

Once the distribution is saved let us understand how to manage distribution. You will have access to the key performance metrics for each WhatsApp Survey Distribution, helping you get a clear view of the status.

The list of metrics is enlisted below:

Name: Displays name of the Survey.
Status: Displays Active or Pause Status.
Type: Displays Standard or Conversational Surveys.
Audience Size: Displays the size of the audience.
Response Rate: Displays the esponse rate for a survey is the percentage of people who complete the survey out of those who were invited to participate.
Sent Count: Displays the count of surveys sent.
Survey Open Count:Displays number of participants who have opened the survey.
Open Rate: Displays the open rate that refers to the percentage of recipients who open the survey out of the total number of surveys delivered.
Total Failed: Displays total number of surveys which couldnt be sent.
Scheduled Time: Displays time when survey was scheduled.
Expiration Time: Displays expiration time of survey.
Description: Description of the survey.
Created By: Displays the name of the person who has created it.