Creating a Campaign – Survey Overview

A Survey is an automated campaign that asks a question and responds to the end-user’s answer. Our system provides you with a high level of flexibility when creating surveys. You can create surveys with a single question or complex multi-question surveys, where the responses depend on the answers received. You can even initiate a Comms Hub chat with your end-user as a response to their answer. This flexibility allows you to tailor your survey campaigns to your needs and obtain the most value for you and your end-users. The platform is designed to make it easy and intuitive for you to create surveys quickly and efficiently.

A survey question is made up of three parts:

Part	Description
Question	The question is the text message sent to the end-user asking them a question.
Answer	Each question can have one or more paths on which the survey will progress based on the answer received from the end user. Each question type explained below has a different way of handling the answer path.
Response	The response is the Follow-up action that the survey performs once an answer is received from the end-user. It can either be another question, a final message, or starting a Comms Hub conversation.

The following two diagrams illustrate the message flow for one and two question survey campaigns.

Question

The table below describes each question type and has a link to a guide that shows you how to create a survey campaign with the corresponding question type. Each article uses a different feature of the Survey Campaign tool. Look through each one to learn about all of the features.

Question Type	Description
Yes/No Survey	A Yes/No Survey is the simplest type of survey; it consists of a question with only a Yes or No answer.
Multiple Choice Survey	A Multiple Choice Survey consists of a question with two or more valid answers. The system will automatically place the answer options at the end of the message.
Open Response Survey	An Open Response Survey consists of a question with one or more responses to the answer. The complexity of your response depends on the number of validators you add and their follow-up actions.

Once you have reviewed the different question types, read the Creating a Campaign – Combination Survey article to learn how to create a survey that uses all three types of questions. This guide uses a more complex survey example to help you create your own complex surveys.

Save End-User Answers

An important feature of the TrueDialog Campaign Survey is the ability to save the end-user’s response to your questions. A Contact Attribute is used to do this. Review the Creating a Contact Attribute article for more information about creating Contact Attributes. Each question type has a specific Contact Attribute Type of Data that it accepts.

Question Type	Accepted Type of Data
Yes/No	Yes/No (Boolean)
Multiple Choice	Text (String)
Open Response	All Types of Data. The survey designer must ensure that the data type is appropriate for the expected user responses. Text is the safest choice, as all responses will be accepted.

If you receive an error message when submitting a survey that uses a Contact Attribute, ensure that the Type of Data for the Contact Attribute is compatible with your question.

Answer

For a survey question, the end-user’s response is compared to the question’s available answers. These available answers are specific words or phrases referred to as Validators, as they validate the end-user’s reply. If the end-user’s response matches a Validator, the Validator’s Follow Up action is initiated. However, if the response doesn’t match any Validators, the end-user receives an “Invalid response” message. A blank Validator accepts all answers, which is useful when creating a survey question that you want to accept answers that are not predetermined.

Each question type handles validators differently. See the table below for an explanation.

Question Type	Validator Options
Yes/No	The validators are yes and no and can not be changed.
Multiple Choice	Two or more validators. The valid answers are placed at the end of the question for the end-user to choose from.
Open Response	One or more validators. The valid answers are not placed at the end of the question, so you must include them in your question if they are necessary for the end-user. A blank validator will accept any end-user reply that doesn’t match another validator.

The number of valid answers determines the number of paths your survey question creates. For complex surveys with many different paths, it is recommended to design the survey using some form of aid, such as a flow chart, to allow easier input into the Survey tool. The Creating a Campaign – Combination Survey article has an example of a flow chart used to design a survey.

Response

Your survey’s response to an end-user’s answer can be one of three different Follow Up actions; see the table below.

Follow Up Action	Description
Question	This action starts another survey question of any type.
Final Message	This action sends a message to the end-user and exits the survey campaign.
Start Chat	This action sends the end-user’s message thread to the Comms Hub so one of your agents can talk with the end-user directly.