This integration with Post Conversation Survey (PCS) is only available with PCS Legacy solution. New PCS bots can be configured in Conversation Builder and are not integrated with Functions.

A Post Conversation Survey flow is triggered at the end of a conversation with an agent or custom bot. You can use it to obtain feedback from the consumer on their experience with your brand. A PCS is a great way to measure agent/bot and skill performance and identify opportunities to improve your quality targets.

PCS Bot can be integrated with Functions. A function can be invoked when the survey starts (at the end of the conversation) and when the survey ends. This integration will not send any automated emails compared to the chat post survey.

Post-Conversation Survey Bot is only available for messaging, not for chat.

Functions: Post Conversation Survey Flow

This is the Post Conversation Survey flow with Functions integration:

  1. Survey Bot listens to conversation end events.
  2. If certain conditions occur, the Survey bot will send the survey first question to the conversation:
    1. If there is a Function deployed on the Messaging Survey Started event –> the associated function will be invoked (if deployed).
    2. Survey will listen for survey responses, send more questions and listen to responses.
  3. When the Survey ends on the Messaging Survey Ended event –> Survey Bot will invoke the associated function (if deployed).

Configuration

Your account must have the Post Conversation Survey enabled; please get in touch with your account team to enable the feature.

Step 1 - Configure your PCS

Follow this guide on configuring a Post Conversation Survey. If you already have a survey bot configured, make sure you have Functions enabled for your account.

Step 2 - Create function

Create a new function using one of the messaging survey templates. There are the following events:

  • Messaging Survey Started.
  • Messaging Survey Ended.

Currently, you can only create one function of this event type. If multiple types of functionality are needed that require the same event, this must be handled by a single function's code.

The Survey Bot will not process any callback payload during the invocation.

Step 3 - Edit the function

Adjust the code in the template according to your needs by modifying the function. On the right side, you can see an example of the payload (in the sidebar, which you might need to open). If the calling system does not thread the function, the function can return ok within the callback. Please see our Deep Dive UI Creation Process section or alternatively Deep Dive CLI Create section for further information.

Step 4 - Deploy the function

Like any other function, this function must be deployed before it can be used. Please see our Deep Dive UI Deployment Process section or alternatively Deep Dive CLI Deploy section for more information on how to deploy your function.

Payload details

1. level 2. level 3. level description type example
conversationId     ID of conversation STRING c840e51e-5f65-4ad4-8d34-5c82b99a2200
accountId     ID of account STRING 12345678
surveyId     ID of survey NUMBER 3387141511
surveyRevision     Revision of survey NUMBER 2
skillId     ID of skill STRING 563267
effectiveTTR     timestamp when agent should be available NUMBER 1528464044687
lastContentEventNotification originatorId   ID of originator NUMBER 37607275.23
lastContentEventNotification originatorPId   Pid of originator STRING f39fbc5f-da77-5417-8bc7-7584efdd1a5e
lastContentEventNotification sequence   sequence of conversation (starting by 0) NUMBER 1
lastContentEventNotification serverTimestamp   timestamp of the server NUMBER 1528463781807
lastContentEventNotification event contentType contenttype of last event STRING text/plain
lastContentEventNotification event message message of last event STRING Thank you for messaging us. Our contact center is currently closed. An agent should reply within 11 hours and 40 minutes.
lastContentEventNotification event type type of last event STRING ContentEvent
lastContentEventNotification originatorClientProperties   Information about client OBJECT {"type":".ClientProperties","appId":"webAsync","ipAddress":"127.0.0.1","deviceFamily":"DESKTOP","os":"OSX","osVersion":"10.14.3","integration":"WEB_SDK","integrationVersion":"3.0.25","browser":"CHROME","browserVersion":"72.0.3626.119","features":["PHOTO_SHARING","CO_BROWSE","QUICK_REPLIES","AUTO_MESSAGES","MULTI_DIALOG","RICH_CONTENT"]},
campaignInfo campaignId   ID of campaign NUMBER 2451931211
campaignInfo engagementId   ID of engagement NUMBER 2451931311
closeReason     close reason of conversation STRING CONSUMER
context clientProperties   Information about client OBJECT {"type":".ClientProperties","appId":"webAsync","ipAddress":"127.0.0.1","deviceFamily":"DESKTOP","os":"OSX","osVersion":"10.14.3","integration":"WEB_SDK","integrationVersion":"3.0.25","browser":"CHROME","browserVersion":"72.0.3626.119","features":["PHOTO_SHARING","CO_BROWSE","QUICK_REPLIES","AUTO_MESSAGES","MULTI_DIALOG","RICH_CONTENT"]}
context interactionContextId   ID of context STRING 5
context lang   language STRING en-US
context sessionId   ID of session STRING iGY4vsiETB-Zsyi7IGlIk1
context type   type of context STRING SharkContext
context visitorId   ID of visitor STRING hjMTk3ZTcwZmFhZjc3NDk2
dialogs     array with information about the dialogs of the conversation OBJECT-ARRAY [{"dialogId":"efSg0XbnTkmg8OXaSyaz81","participantsDetails":[{"id":"49b673cb7d08168a9f14640346340237054482174d65ff8c70e0f4d0d9bfa911","role":"CONSUMER","state":"ACTIVE"}],"dialogType":"POST_SURVEY","channelType":"MESSAGING","metaData":{"appInstallId":"829d951a-777e-46a3-98db-c06214e3f401"},"state":"OPEN","creationTs":1551702854131,"metaDataLastUpdateTs":1551702854131},{"dialogId":"fb84c76d-0daa-46c7-b02d-eb6130c022c1","participantsDetails":[{"id":"49b673cb7d08168a9f14640346340237054482174d65ff8c70e0f4d0d9bfa911","role":"CONSUMER","state":"ACTIVE"}],"dialogType":"MAIN","channelType":"MESSAGING","state":"CLOSE","creationTs":1551702813391,"endTs":1551702854131,"metaDataLastUpdateTs":1551702854131,"closedBy":"CONSUMER","closedCause":"Closed by consumer"}],
firstConversation     if this is the frist conversation of the consumer ever BOOLEAN TRUE/FALSE
participants     array of the participants of the current state OBJECT-ARRAY [{"id": "f9d58c57-c489-45f5-bae4-c5ebd52b3972","role": "ASSIGNED_AGENT"}, {"id": "f9d58c57-c489-45f5-bae4-c5ebd52b3972","role": "AGENT"}]
state     state of the dialog STRING OPEN
startTs     conversation start time as timestamp NUMBER 1528463744663
ttr ttrType   type of ttr STRING URGENT
ttr value   value of ttr NUMBER 300
lastQuestionId     ID of last question STRING 2741eea2-e184-4cd4-abbe-e8f6e1d26681