The integration enables you to send surveys from Surveypal to email, phone and IVR channels in Genesys.
Integration setup options contains:
- Randomly select a percentage of customer to receive invitations
- Set quarantine time (same customer won't receive another invitation during certain time)
- Set minimum duration of the conversation and send invitation only if duration is more than that
- Set customer attributes limits and send invitation only if conversation participant fulfill those
- Set queue name limit so that you'll send invitations only from wanted queues
- Set list of ignored email addresses which will never get invitation
The functionality of the integration is simple:
- In Genesys, user creates an OAuth client with the correct scopes
- In Surveypal, user authenticates to Genesys using OAuth
- After successful authentication, user configures the integration in Surveypal
- After the integration has been configured, Surveypal starts checking conversations in
Genesys using the Genesys Cloud API