Setting Up a Canned Response Survey

Within Genesys Cloud, agents have the capability to send a Mindful Feedback survey through the use of a canned response. Canned response surveys can increase efficiency by saving agents time and effort by avoiding the need to repeatedly type out the same information. They also help ensure that agents provide consistent feedback opportunities to customers in a timely fashion.

Step 1: Set Participant Data

To use canned responses within Genesys Cloud, you must first set the participant data.

Quick Access: Admin > Architect > Architect > Flows menu

1. In the Genesys Inbound flow for the channel (either SMS or Email), add a Set Participant Data block.
2. Add the attribute CONVERSATION_ID with the Value to Assign of Email.ConversationId or Message.ConversationId, depending on the channel you are using. 

Step 2: Find the Default Web Survey URL

After setting participant data in Genesys Cloud, go to the Mindful Feedback UI and find the Default Web Survey URL for your particular survey.

Quick Access: Surveys > Your Survey > Advanced tab

1. Under the Advanced tab of your survey, locate the Default Web Survey URL field.
2. Copy the Default Web Survey URL. You will need it for the next step.

Step 3: Adding a Canned Response

Now, return to Genesys Cloud and navigate to the Canned Responses page.

Quick Access: Admin > Contact Center > Canned Responses

1. Choose the Library that you would like to use. If you do not already have a Library set up, you may add one through the Manage Library page.
2. Click the Add Response button.
3. In the Response Name field, add the name of the canned response.
4. In the Response Type field, enter the text that you would like to use for your canned response.
5. Click the Save button.

Step 4: Adding the URL and Substitution

From the Canned Responses page:

1. Locate your Canned Response and click the Edit icon.
2. Underneath the text of your canned response, paste the Default Web Survey URL that you copied earlier from the Mindful Feedback UI and add ?external_ref=  to the end of the URL.
3. Click on the Insert Substitutions button shown here: 

4. Find CONVERSATION_ID and click the left arrow to insert the conversation ID at the end of the URL.
5. Add &_unique_on=external_ref after where you added the conversation ID. This will allow for a customer to only be able to generate a single survey per conversation ID.
6. Add &_start=true to the end of the URL. This will skip the welcome page and launch the customer directly into the survey.

Step 5: Adding a Hyperlink Button

1. Within your Canned Response, select where you would like to insert a hyperlink.
2. Click the hyperlink button and paste the URL you created in Step 4 above into the hyperlink box.
3. Once you have added the hyperlink, you can delete the URL (highlighted in red in the screenshot above) from the body of your message.
4. Click the Save button.

Now your agents are ready to send out surveys using Canned Responses! Agents will be able to select the canned responses from their canned responses widget button, which is represented by a “ icon on the right side of their agent script. For more information about Canned Responses in Genesys Cloud, click here.