How do I create and manage surveys in Engage?

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