Triggers & Events

Mindful Feedback has a number of survey flow options that can be configured using Triggers and Events. These settings can be accessed by clicking on the link in the bottom right corner of a question box.

This section contains lists of triggers and events that can be added to the question. Triggers are essentially conditional statements that are evaluated after the question is answered. Events are actions that Mindful Feedback can take if a trigger has been found to be true. Multiple events can be added to a single trigger.

To add a trigger to the question, simply click and drag the label from the triggers list onto the outlined box to the left. Then to add an event to the trigger you need to add it to the outlined box.

You can add as many triggers as you like to each question and as many events as needed to each trigger. Triggers and events can also be reordered by simply dragging them around.

Triggers

The following triggers can be added to any question

Trigger	Function	Image
Question response	Checks a question response value against the comparison field. Last response is simply the most recent response that was received (Usually this will be the response to the question that the event is triggered by), while the average, lowest, and highest responses are aggregates based on all previous number type responses in the current interaction. Yes/No questions When setting up a Question Response Trigger using a Yes/No question, be sure to set Last response = 1 for a Yes response, and Last response = 0 for a No response. For example, the customer may hear Press 1 for Yes or Press 2 for No. But in your Question Response Trigger, make sure you set Last response = 0 if you want a No response to trigger an event.
Respondent data	Checks the respondent's phone number or email address against the comparison field. Note that these values will not always be defined for all survey types.
Survey Type	Checks the survey type. If the survey type is equal to the value selected, the events will be activated.
Watch Words	Listens for positive, negative, or all Watch Words. When used as a Wrap-Up Trigger, an additional field allows you to wait until a specified survey attribute has been updated before triggering the associated events.
Agent ID	Checks the agent ID associated with the interaction. If the agent ID of the interaction is equal to (or not equal to, depending on the operator selected) the selected agent ID, the events will be activated. Note that you can use this trigger to check for the case when no agent ID is assigned to the interaction by leaving the comparison field blank.
Always trigger	Any events attached to this trigger will be triggered whenever the question is processed.
Custom trigger	Compares a custom evaluation field to the comparison field by any operator you like. The custom field can be a set value, or it can be a prompt template value. This allows you a lot of flexibility, including evaluating prompt expressions with multiple variables in them or comparing different interaction variables to each other.

Events

The following events can be added to any trigger

Event	Function	Image
Skip Questions	Skips the number of questions specified in the number box. If there are fewer questions left on the survey than the number to be skipped, the closing message will be sent to the respondent and the survey will end.
Go To Question	Jumps to a specific question, skipping all questions in between. The number of the question to jump to must match the number on the left of the question row on the survey management page. If there is no question in the survey with the number specified, the closing message will be sent to the respondent and the survey will end.
Send an Email	Immediately sends an email with the specified email message and subject line to the specified recipient. By default, the recipient is set to the email address of the respondent. Note that only plain text emails can be sent using this event, but the recipient, subject, and message fields will first be processed as prompt templates, allowing you to provide custom messages based on interaction variables. If the recipient is not a valid email address, the event will have no effect and an error will be logged in the event log. NOTE If you would like to send an email to more than one recipient, separate recipient email addresses with a semicolon.
Send a Notification	Immediately sends an email and/or browser notification with the specified message and title to the specified recipient. By default, the recipient is set to the agent user. Note that the recipient, title, and message fields will first be processed as prompt templates, allowing you to provide custom messages based on interaction variables.
Send an SMS	Immediately sends an SMS message with the specified text to the specified recipient. By default, the recipient is set to the email address of the respondent. Both the recipient and message fields will first be processed as a prompt template allowing you to provide custom messages based on interaction variables. If the recipient field is not an SMS capable phone number, the event will have no effect and an error will be logged in the event log.
Say a Message	Will add the message field to the next message sent to the respondent. If the interaction is a voice survey type, this message will be played using text to speech. The message field will first be processed as a prompt template allowing you to provide custom messages based on interaction variables. In most circumstances a prompt type question can be used to accomplish the same effect in a more straightforward way.
Play Sound File	Immediately plays a sound file for the survey respondent. This event only works for voice type surveys. In most circumstances a prompt type question can be used to accomplish the same effect in a more straightforward way.
Set External Reference	Sets the external_ref variable on the interaction to the value specified. The value field will first be processed as a prompt template.
Set Call Type	Sets the call_type variable on the interaction to the value specified. The value field will first be processed as a prompt template.
Set Agent ID	Sets the agent ID on the interaction to the value specified. The value field will first be processed as a prompt template. This will affect which agent user is able to see reporting for this interaction.
Set Respondent Language	Sets the language for the interaction respondent. The value field will first be processed as a prompt template. This will affect which agent user is able to see reporting for this interaction.
Set Interaction Data	Sets the custom interaction data variable specified by the Custom Key field to the value specified. Both the Custom Key and the Value fields will first be processed as prompt templates. Note that the Custom Key field must start with a letter and contain only letters, numbers, and underscores. The custom key also must not share a name with a predefined interaction variable such as agent_id, call_type, or external_ref. If the custom key field is not valid, the event will have no effect and an error will be logged in the event log.
Post to URL	Sends a GET, PUT, PATCH or POST request to the specified URL with the specified Body. Both the URL and the Body fields will first be processed as prompt templates, so if you are including a JSON array in your body, it is important to escape any square brackets with a single backslash (eg. "array”:[“a”,”b”]). This event can be used for triggering unauthenticated webhooks in third-party systems, or for making secure API calls in Genesys Cloud or Salesforce. All authentication methods are supported. These integrations can be managed in your Customer Settings.
Abandon/Complete Survey	Ends the interaction with the respondent. If the survey is not already marked as finished (see below), the interaction will be considered abandoned.
Mark Survey as Finished	Marks the interaction as finished, making it safe to end the interaction at any point without it counting as an abandon.

%call_type%==Customer Service??%survey_type%==websms??%Customervalue%==GOLD??%last_response%==1

Wrap-up Triggers and Events

Wrap-up triggers and events can be added to any survey by clicking on the link below the questions list on the survey management page.

These act exactly as question triggers and events but are activated once an interaction is fully completed (unless completed due to timeout). These triggers are especially useful if you need to use transcribed voice responses, as they are only activated once all transcriptions associated with a survey interaction are complete.

Timeout Triggers and Events

Timeout triggers and events can be added to any survey by clicking on the link below the questions list on the survey management page. These triggers are activated if an interaction times out.