‎Manage All WhatsApp Survey Distributions

Manage All WhatsApp Survey Distributions

Updated

11 days ago

The WhatsApp Survey Distribution Record Manager offers a centralized interface to create, manage, and monitor WhatsApp survey distributions. It allows you to easily track key metrics, edit existing distributions, and analyze performance data, all in one place.

Business Use Cases

Managing WhatsApp Survey Distributions Across Multiple Stores: Organizations often use surveys to collect feedback across different teams, regions, or customer touchpoints. Each area may follow its own method; some may automate survey delivery based on certain actions, while others may send surveys manually or use different formats. A centralized system helps manage all survey distributions from one place. It allows teams to monitor performance, compare engagement levels, and identify areas needing improvement.
This unified view supports better decision-making by highlighting trends, improving response rates, and enabling more consistent and effective feedback collection across the organization.

It helps boost efficiency by integrating distribution management and analytics into one interface and additionally improves decision-making with comprehensive metrics like response rate, open rate, and message failure count.

Prerequisites

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

Record Manager

Upon accessing the Distribution RM, you will find a consolidated list of all distributions across various channels, including WhatsApp, along with their current statuses and pertinent metrics.

Refer to these article for details on the columns and metrics available for WhatsApp distribution.

Manage Distribution

You need to click on the Vertical Ellipsis(⋮) against a distribution to manage a distribution.

Quick Action	Description
Edit	Edit distribution details Note: Currently, a distribution is not editable once moved from the draft state. Support for users to be able to edit an “Approval failed” distribution is to be added.
Clone	The clone feature allows you to create an identical copy of an existing WhatsApp distribution. Note: Cloning a distribution will again send it for approval irrespective of assets being approved earlier. This is to be fixed as stated here.
View	View WhatsApp distribution form details
Pause	The pause feature allows you to stop the distribution immediately if issues arise, halting any further WhatsApp from being sent. Note: Response collection will be temporarily halted, and recipients attempting to access the survey will be redirected to a "Paused" page until the distribution is resumed.
Distribution Report	The Distribution Report provides live status updates on each invite sent via the WhatsApp distribution. Each WhatsApp invite is tracked as a unique row item with its data (sent, failed, quarantined), and includes the response status (received, started, unopened). For successful submissions, the response ID is provided. Each profile to which the WhatsApp invite was sent appears as a unique row item, allowing users to view the status of each survey invite—whether it was successfully Sent, Failed, or Quarantined. Users can view the response status associated with each WhatsApp invite, indicating whether the survey response was Received, Started, or Not Opened. For successful survey submissions, users can also access the response ID directly from this report.
Delete	Remove the distribution

Understanding Distribution Report

The Distribution Report offers a real-time overview of each survey invitation dispatched via WhatsApp (or SMS, Email, or created through Personalized Links when applicable). Every invitation is listed as a separate row, enabling you to monitor delivery results, gauge customer interaction, and retrieve related response information.
The report outlines the status of each invite attempt, covering successful deliveries, failures, quarantines, and suppressions, along with the relevant response status, which may include survey opened, in progress, or completed. For all surveys that have been completed, the Response ID can be accessed directly from the report.

Column

Definition

Name

The ‘Profile Name’ of the profile/transaction on which the invite was sent.

Contact

The SNID of the customer’s profile. It will generally be email address or mobile number, depending on the channel.

In cases where the profile has more than one channel this could show the ID of the primary profile.

Invite Status

The following Invite statuses are supported. You can hover over the status to get more details in certain scenarios.

Failed	The status shows "Failed" if the message failed to send due to any reason. Possible reasons are. Publishing Failed, this occurs when the email ID is invalid or the email was rejected from the receiver inbox. Rate Limited, Invite blocked due to configured rate limits Profile Invalid, The Profile is invalid, deleted, or the contact type doesn't match the distribution channel. Account Invalid, Sender account is invalid. It may be deleted, deactivated, or missing required configurations. You can hover over the status to see the failure reason.
Quarantined	The status is marked as "Quarantined" if the email, WhatsApp, or SMS was blocked due to quarantine rules. The rule name is shown on hover of the status status.
Suppressed	Invite blocked; user had unsubscribed (opted out) previously.
Invite Sent	Invite sent; no user interaction yet.
Unsubscribed	User unsubscribed via the survey message (which was successfully sent).

Response Status

The following Response statuses are supported. You can hover over the status to get more details in certain scenarios.

Status	Definition
Not Started	Sent Successfully, but link not opened yet
Survey Opened	Link opened
In Progress	In Progress
Partially Completed	Partial Response, completed due to survey expiry / partial response threshold
Completed	Submitted

Invite Sent Time

The timestamp on which the survey was triggered from Sprinklr.

This is specifically significant for triggered or workflow-driven invitations where surveys are not sent at once but are sent on a real-time ongoing basis.

Survey Response Time

The timestamp on which the survey was responded or partially completed.

Survey Start Time

The timestamp on which atleast one question was answered.

Survey Filled Language

The language of the survey at the time of submitting. The user and change this from the top right of their survey form.

Response Id

If the survey was responded, this is the ID of that response.

You can copy this ID and search for it in the responses tab to view the response and other meta-data associated to it

Key points to note

Manage distribution report is an OOTB report & doesn’t require any testing.
Customization is not currently supported for WhatsApp distribution reporting. Only the out-of-the-box (OOTB) metrics and the Record Manager view are available.

Best Practices

Establish a Consistent Review Process: Regularly evaluate both active and completed WhatsApp survey distributions to get a comprehensive understanding of performance and emerging trends.
Monitor Engagement Metrics: Keep an eye on key indicators such as response rates and unsubscription rates to fine-tune future distributions and enhance participant engagement.