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SMS Contact Center Contacts

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Intouch Support
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After you've finished configuring your entire form, including logic, scoring, theme, etc., and are ready to distribute your survey, navigate to the Distributions tab in the survey set up interface.

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In order to use the SMS distribution method, your organization must subscribe to the SMS add-on service (contact support if you would like to add this service). Your organization must also have contacts and contact lists (with subscribed contacts) set up in the Contact Center.

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Compose the SMS that will be used to distribute surveys - automatically or on-demand - to the contacts that have been added in the Contact Center.

Click on Compose to open the SMS distribution settings and composition interface.

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You have two options when composing your survey distribution SMS messages:

  1. Create an SMS template that can be used on-demand.
  2. Create an SMS message for auto-delivery so that SMS surveys are automatically sent when the specified criteria is met.

Create an SMS Template

Enter the required details to configure your SMS message:

Distribution Name:
  • Enter a name that will be meaningful to your users when they are choosing a template for survey distribution.
  • This name is not visible to SMS recipients.
Set as Auto-Delivery:
  • Do not enable the auto-delivery setting if you will be using the template to distribute surveys on-demand.
Limit one submission per contact:
  • To ensure each contact is only allowed to submit one survey in response to each SMS distribution, enable this setting.
Survey Link Expiration:
  • In some cases, it is important to ensure that all responses to your survey distribution are submitted while the contact's experience is still fresh. Contacts will be blocked from completing the survey after the survey link has expired. Select an appropriate setting for your situation. 
Text Message Body:
  • Modify the body of the SMS message as needed.
  • You may include piped text as part of your message mceclip2.png
  • Do not remove the [[SURVEY.LINK]].
  • You may reword but should keep the disclaimer and opt-out messaging (Standard msg rates apply. Reply STOP to optout).
  • Messages over 160 characters in length (inclusive of piped text and survey URL) may be sent as multiple SMS messages. Each SMS sent will be deducted from your SMS allowance.

Click on TEST SMS to see what your SMS will look like. mceclip3.png

Click on Save when you are finished configuring your template.

 

Create an SMS for Auto-Delivery

Enter the required details to configure your SMS message:

Distribution Name:
  • Enter a name that will be meaningful to your users when choosing a template for survey distribution.
  • This name is not visible to SMS recipients.
Set as Auto-Delivery:
  • Used to automatically distribute surveys when the specified criteria is met.
  • Toggle the setting on and then add the criteria:
    • Select the contact field that will be referenced for the SMS distribution. All standard and custom fields will be available.
    • Select the evaluator that should be used (i.e. Equals, Empty, etc.)
    • If applicable, indicate the value that will be referenced for the field.

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 If you are using 'Language' as the field, enter the language code as the value in your rule.
Limit one submission per contact:
  • To ensure each contact is only allowed to submit one survey in response to each SMS distribution, enable this setting.
Survey Link Expiration:
  • In some cases, it is important to ensure that all responses to your survey distribution are submitted while the contact's experience is still fresh. Contacts will be blocked from completing the survey after the survey link has expired. Select an appropriate setting for your situation. 
Text Message Body:
  • Modify the body of the SMS message as needed.
  • You may include piped text as part of your message mceclip2.png
  • Do not remove the [[SURVEY.LINK]].
  • You may reword but should keep the disclaimer and opt-out messaging (Standard msg rates apply. Reply STOP to optout).
  • Messages over 160 characters in length (inclusive of piped text and survey URL) may be sent as multiple SMS messages. Each SMS sent will be deducted from your SMS allowance.

Click on TEST SMS to see what your SMS will look like. mceclip3.png

Click on Save when you are finished configuring your template.

Fatigue protection can be enabled in global Survey settings to limit how often surveys are sent to a contact, so that one person does not receive surveys too frequently. By default, the fatigue protection limit is set to 14 days.

After an SMS configuration has been saved it will appear in the list on the main page.

  • Click on the row to open/edit the SMS distribution.
  • Click on the triple-dot menu to disable, distribute or delete the SMS distribution.

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You can distribute the same survey using multiple methods. Other options include:

mceclip5.png Create email distributions to send the survey automatically or on-demand - to the contacts that have been added in the Contact Center.
Distribution_Link.jpg Easily link to the most recently published version of your survey by pasting the unique URL into emails or referencing it on your website, or create a link to share the survey with a specific contact.
Distribution_Website.jpg Get a reusable code that can be referenced on your website and will redirect to the most recently published version of your survey.
Distribution_QR_Code.jpg Download the unique QR code that can be used to launch the survey via scanning on a mobile device.
Distribution_Social_Media.jpg Easily share your survey on one or more of your organization's social media accounts.

 

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