The Social DM-X Creative (Conversational) helps you create survey invitations for two-way conversational surveys delivered through X Direct Messages. Instead of redirecting respondents to an external survey link, the survey begins directly within the DM conversation, with questions presented inline as part of the ongoing message thread. The key benefits include:

• Enables respondents to start and complete surveys directly within the X DM conversation.
• Creates a more seamless and engaging survey experience by eliminating the need to navigate to an external link.
• Provides a reusable creative that can be selected during Social DM Distribution (Conversational) setup.
• Allows you to control how survey invitations are presented while maintaining a native messaging experience.

This feature supports the broader Social DM Distribution use case of collecting post-care feedback directly within private social care conversations. Refer to this article for more details on usecases and value additions.

Prerequisites

​In order to access the Social Survey distribution, you must have access to the following View and Edit Distribution permissions at Survey Level.

Setting Up Creatives

1. Navigate to Customer Feedback Management and go to Creative Library in the left pane.

   

2. Click + Creative and select Social DM.

   

   

3. Go to the Details section and fill in the details:

   

   1. Go to the Creative Details section and fill details:

      

      1. Name: Add a meaningful name to the creative.

      2. Description: Add a description to the creative.

   2. Go to Creative Permissions section and fill in the details:

      

      1. Set User Permissions: You can select the users and user groups and provide edit or view only permissions by clicking Add User(s).

         However, creative-level sharing works only in combination with the user’s global Role permissions.

         Sharing a creative does not override a user’s global access level. What a user can do with a shared creative depends on:

      2. The permission assigned on the creative (View or Edit), and

      3. The user’s global permissions in assigned Role.

   3. You can save the creative as Draft and click Next to continue the configuration.

4. Go to Configuration page and fill in the details:

   1. Go to Select Platform section:

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      1. Social Media Platform: Select X as the social media platform from the drop-down.

      2. Asset Type: Select the asset type as Conversational from the drop-down.

   2. Go to Invitation Message section:

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      1. Header Image: Upload a header image to be displayed with the survey invitation message.

      2. Body Text: You can incorporate the body of the message, and there are various options to customize the message description. Moreover, you can leverage Sprinklr AI+ to quickly reframe, refine, and improve your message content. To personalize the asset, make use of placeholders in the correct order.

      3. Placeholder Support: To personalize the body text, users can insert placeholders that automatically update for each recipient, supported placeholders include:

         1. Profile Fields: Use audience profile attributes to personalize messages for each recipient.

         2. Case Fields: Include case-related attributes for case-based surveys and workflows.

         3. Distribution Metadata: Use system-generated placeholders such as the Survey Expiry Date and Current Distribution Date to dynamically display date and time information in distribution content.

      4. Start Survey Button Text: The Quick Reply button text that the respondent taps to begin the survey. Default text: “Start Survey”.

      5. Opt-out Button Text: You can use this call‑to‑action to open an unsubscription window, giving you the option to stop receiving future surveys whenever you choose.

5. Navigate to the Translations section where you can add translations. Click on + Add Translations, then choose the language you wish to translate into. By selecting the auto translate option, all your survey content will be automatically translated into the chosen language. You can modify the content at any time or revert it to the original language. You can review translations using the side-by-side preview.

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6. To save the invitation settings, click Save. You can either save it as a draft or return to a prior step to modify it.

FAQs

Best Practices

• Keep DM creatives short and conversational to match social messaging behavior.

• Avoid adding unnecessary context already present in the support conversation.

• Use neutral, friendly language to avoid sounding promotional.

• Always include an opt-out button to give respondents the choice to skip.

• Reuse a single Social DM-X conversational creative across similar use cases for consistency.

• Use an image only when it adds value, such as a brand logo. Avoid cluttering the invitation.