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How do I create and manage surveys in Engage?

Surveys in Engage allow you to collect direct feedback from customers after social media interactions. You can create branded survey templates, configure delivery rules based on ticket conditions, and analyse results - all within the platform.

Creating Survey Templates

  1. Enable Surveys: Navigate to Settings > Consumer Surveys and click Enable.

  2. Create a Template: From the ‘Survey templates’ page, select Create new survey template.

  3. Add Labelling Information:

    • Survey title

    • Subtitle or call to action

    • Preferred brand name (e.g. “DataEQ”)

    • Link to your privacy policy

    • Call-to-action button label

  4. Add Questions: Choose from:

    • CSAT (Customer Satisfaction Score)

    • NPS (Net Promoter Score)

    • CES (Customer Effort Score)

    • FCR (First Call Resolution)

    • Verbatim (Open-ended feedback)

    • 1–10 Star Rating
      ➤ You may include only one of each question type per template.

  5. Save or Activate:

    • Save Template: Retain it for later edits.

    • Activate Template: Locks the template for use (no further edits possible).


Managing Templates

  • Preview: See a live version of what respondents will receive.

  • Duplicate: Copy an existing template and adjust as needed.

  • Delete: Remove a template. Note: if in active use, related workflows will need updating.


Configuring Survey Delivery

Manual Surveys (triggered by agents):

  • Link survey templates to specific queues (e.g. Customer Care).

  • Set frequency rules (e.g. once every 30 days per customer).

  • Define expiry periods (e.g. 72 hours to respond).

  • Agents select a template and send the survey via direct message.

Survey Jobs (automated delivery):

  • Define triggering ticket substatuses and platform-specific rules.

  • Allocate templates by percentage across different queues.

  • Set post-resolution delays and response windows.


Analysing Survey Results

Visit Analyse > Reports > Consumer Surveys to view:

  • Number of surveys sent and completed

  • Survey responses by type, template, and rating

  • Performance by agent and sentiment of responses

  • Detailed breakdown by question type

  • Export data or add custom metrics to dashboards

You can also view individual responses under the Mentions tab by filtering with the survey template name.


Best Practices & Known Limitations

  • A maximum of one question per type is allowed (e.g. one CSAT, one NPS)

  • Only five questions total per survey

  • A single verbatim question can be added

  • Currently uses a DataEQ domain (support for branded subdomains coming soon)

Surveys are delivered via direct message only