Locating Survey Templates
From the Homepage, click Admin in the left menu bar. Then, select Survey Templates under Account Settings.
Here, you'll see your active survey templates.
Creating a Survey Template
To create a survey template, click the plus sign next to the search bar. You can also click the pages icon to copy an existing template.
Name your template and select a language. To make the script available across all organizations, leave the Organization field blank. Click the green Create Survey Template button.
You’re then brought to the survey template builder.
To add Opening or Closing Statements, type or copy and paste your scripting. These sections appear at the top and bottom of the scripting panel in the Communication Center. When you’re done, click the green Save Changes button.
Click + Add New Question to enter in the script; you can type, or copy and paste.
Choose from various Question Types:
Script (most common) – Provides word tracks for agents.
Comment Box, Multiple Choice, True/False – Allows agents to respond to call prompts.
To include customer details (e.g., name, vehicle, custom fields from data imports) in your script, use merge tags:
Click the purple icon in the upper right.
Search by internal or custom fields.
Click your chosen merge tag, and copy and paste it into your script.
Use checkboxes to set question rules:
Required – Agents must type in answers before completing the call.
Reportable – Responses can be collected and sent in Alerts.
After creating a question, click Create Question to proceed back to the Edit menu.
Click Update Survey Template to save your changes.
Your Survey Template is now available to add to any campaign.