Setting Up Adhoc Standard Live Chat Survey Distribution
Updated
Live Chat Standard Survey Distribution in Sprinklr sends customers a link to an external survey after a chat ends, rather than embedding questions in the chat. It’s easy to set up, supports complex survey designs, and ensures a consistent experience across channels.
Business Use Cases
Prerequisites
To access the WhatsApp distribution, you must have access to the following View and Edit Distribution permissions at the Survey Level.
Setting Up Adhoc Standard Live Chat Survey Distribution
Let us have a look at the steps:
Navigate to the Survey and go to Distribution and click Create Distribution.
Select Sprinklr Live Chat and Create Now.
Go to select Distribution Details page and fill in the details in Distribution Details page:
Distribution Name: You can enter a meaningful name to the distribution.
Distribution Description: You can enter a meaningful description to the survey.
Survey Format: Select Standard Survey from the drop-down menu and click Next.
Go to Creative Page and fill in the details:
In the Invitation Creative section, select a Creative already created or you can click + Creative and create a new creative and click Next.
Go to Translations section and and navigate to the Translation Conditions section and establish guidelines for sending messages in the correct language according to the recipient's characteristics. If no suitable condition exists, the message will be dispatched in the survey's default language. Ensure that translations are set up prior to sending the message.
Navigate to the Language section and choose the language that has been selected and published for that survey from the drop-down menu. You can click + Translation to add new languages aswell and click Add and define the condition and click Next.
Go to Scheduling Section and fill in the details:
Go to Survey Link Setting section and fill in the details:
Start Date and Time: You have the option to choose the start date and time. If a specific time is not chosen, the survey will gather responses once the distribution is set up.
Expiration Type: Select the expiration type from the drop-down either Static or Dynamic.
Static: Set a fixed expiration date and time, after which the survey link will no longer be accessible.
End Date and Time: You can select the end date and time.
Limit submissions per respondent: You have the option to enable or add the permitted submissions.
Reset limit after time interval: You can also adjust the reset limit after a specified time interval to refresh the limit and include the frequency.
Dynamic: Set the survey to expire based on when it is sent, ensuring each recipient has the same response time.
Expires After: You can select the expiry time and frequency.
Allowed Submissions: You can add the number of allowed submissions.
Reset limit after time interval: You can also adjust the reset limit after a specified time interval to refresh the limit and include the frequency.
Navigate to Distribution Tagging and choose the custom field and values. Set up custom tags for reporting associated with this distribution and click Save.
Click Go to Rule Engine in the pop-up. This distribution type can only be triggered through Case update Rules. To use it, create or edit a case update rule and add a CFM Survey Action.
Click + Create New Rule to create a rule and use it for this distribution. You need to configure the CFM survey with the appropriate condition as an action within the Rule Engine. To ensure this step is completed, the system will provide helpful nudges directing you to the Rule Engine so you can add the required CFM action.