Generating Trigger Based Personalized Links
Updated
Personalized Link Generation lets you automatically create unique survey links for each service case using Rule Engine automation.
These links are generated in real time based on case activity and stored within the case itself, so they’re easy to use across channels like email, WhatsApp, or SMS through the platform’s messaging capabilities.
This makes it simple to run a flexible, omnichannel feedback strategy while still taking full advantage of CFM’s survey builder and analytics.
Business Use Cases
Omnichannel Feedback Collection through Case Context: Organizations handling customer interactions across multiple channels often face challenges in maintaining consistent survey distribution.
With Personalized Link Generation, a survey link can be automatically created when a specific case event occurs (such as case resolution) and stored within the case. This link can then be reused across different communication channels like email, WhatsApp, or SMS by embedding it into channel templates.
This approach ensures a single survey instance per case, enables consistent feedback collection across channels, and removes dependency on native distribution mechanisms.
This approach enables channel-agnostic distribution by allowing the same survey link to be used across any supported communication channel. Each case is assigned a unique link, ensuring a single source of truth and accurate mapping of responses to specific interactions. It also offers flexibility in delivery through templates, campaigns, or outbound notifications, helping reach customers on their preferred channels and improving response rates. At the same time, it integrates seamlessly with existing workflows, eliminating the need for any major changes to the current communication setup.
Prerequisites
This feature is generally available as part of Customer Feedback Management. Access to the Personalized Links would need View Distribution and Edit Distribution permissions at the Survey Level.
Apart from distribution permissions you would also need Rule Engine Configuration Access and Case Custom Field Configuration access.
Setting Up Trigger-Based Personalised Links
Below, the navigation steps are detailed:
Navigate to Customer Feedback Management Persona App and access a Survey and go to Distribution tab and click Create Distribution and go to Personalized Link and select Trigger Based.
Go to the Distribution Details section and fill in the details:
Name: You can add a meaningful name to the Trigger Link.
Description: You can add a description to the Trigger Link.
Survey Format: You can select between Standard Survey Distribution and Conversational Survey Distribution.
Navigate to Survey Link Settings and fill in the details:
Start Date and Time: You can add a start date and time. In the absence of a designated time, the survey will gather responses as soon as the distribution is set up. If no specific time is selected, the survey will collect response once the distribution is created.
Expiration Type: You can select the expiration type as Static or Dynamic. The expiration types are explained below:
Static: You have the option to establish a specific expiration date and time, beyond which the survey link will become inaccessible.
End Date and Time: Once you have selected static expiration type you need to add an end date and time.
Dynamic: You have the option to configure the survey's expiration relative to its send date, which guarantees an identical response period for every recipient.
Expires after: When the expiration type is set to dynamic, you must specify the number of days or hours after which the expiration will occur.
Limit Submissions per respondent: You can toggle on to limit the number of submissions per respondent.
Allowed Submissions: Select Allowed Submissions to provide a limit.
Reset Limit after time interval: By enabling this toggle, you can configure the limit to reset automatically after a defined period, which can be set in days, weeks, months, or years.
Go to Distribution Tagging section where you have the ability to set up custom tags for reporting associated with this distribution. You can select the custom field and its value. Each custom field you create will result in a new column appearing in the Responses Tab.
Click Save.
Upon saving, a pop-up window will appear, guiding you to the rule engine. You must select "Go to Rule Engine" because this specific distribution type can only be activated through case update rules. To achieve this, you will need to either create a new case update rule or modify an existing one, and then add a CFM Survey Action.
Setting Up Case Update Rule
Access the Rule Engine, then click on '+ Create New Rule'. Proceed to create a new Case Update Rule by selecting 'Case Update' as the content type. Define trigger conditions: Example: Case Status = Resolved
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.png "Rule Creation (1).png")
Survey Conditions
In the Rule Engine, you can set up CFM survey conditions. These conditions enable the triggering of specific survey actions (such as sending reminders or thank-you messages) based on the invite's status, the response's status, or the time elapsed since a survey invite was originally dispatched. To configure a CFM survey condition, follow these steps:
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On the Rule Engine page, click the Add Element option and select Add Condition.
Go to Edit Condition in right pane and fill in the details:
Name: Provide a name to the Condition.
Navigate to Conditions Applies to CFM Surveys and select one of the following conditions:
CFM Survey Action
Once your survey conditions are established, you can set up Rule Engine actions to automatically send out survey invitations, reminders, or thank-you messages. These automated communications will be triggered by specific case events and evaluation logic. Below are the steps to configure a CFM Survey Action:
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On the Rule Engine page, click the Add Element option and select Add Action.
Go to Edit Action in right pane and fill in the details:
Name: Provide a name to the Action.
Navigate to Actions to CFM Survey and select one of the following action.
Use Link in Channel Templates
Navigate to Email Templates or WhatsApp Templates or SMS and insert the Case Custom Field as a placeholder
Example: Hi {{customer_name}}, We’d love your feedback. Please click here: {{survey_link_field}}
Key points to note
Communication channels need to be configured separately.
Distribution setup is supported only via Rule Engine.
Link Generation depends on correctly configured Rule Engine triggers.