Articles on: Call Flow Features

Call Survey

Call Survey - Score & Tag your Calls directly from your Keypad

Call surveys enable agents, your client, or yourself to automatically tag, classify, and assign values to calls by pressing a digit on your dial pad after the call concludes. Just wait for the caller to hang up, and the agent will then hear a survey, providing an opportunity to press a digit and add further information about the call. Call Surveys enable you to:

⚡️ Score leads directly from your dial-pad
⚡️ Assign Monetary Value to Calls
⚡️ Rate your experience

The possibilities are limitless - let your creativity be the guide!

Set up Call Survey

Step 1. Go to Tracking > Call Flows. If you want to start a new Call Flow click the "+" symbol, otherwise just click on the call flow you want to add the Call Survey.

Step 2. Click on the + button after the Dial Option and from the menu on the right select Greeting

Step 3. Configure your Survey Message. You can choose between playing a message you have set up in the Media Library or setup a text to speech message. For the text-to-speech functionality, also configure the language and tone of voice.

How to initiate the call survey:

The call survey is initiated automatically when the caller hangs up.
The agent can also initiate the call survey by pressing the "*" digit on the dial pad. This will immediately end the call and start the call survey.

How to Automate Tagging with Call Surveys

Check out this guide on how to set tags and assign them to digits.

🎉 That's it. From now on after the end of the call your agents will hear the message you just set up - feel free to test it!

P.S. Always remember to assign the call flow to your tracking number(s)!

Updated on: 08/07/2024

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