Response capture

Keep completed answers valid, private and connected to the survey customers received.

Accepted FeedbackSurveyResponses
Accepted
Response NumberCampaignInstrumentResponded AtChannelAnonymous
SR-66055SC-62758ST-557518 SepEmail✓
SR-20054SC-32819ST-150318 SepSMSno
SR-68256SC-99435ST-417506 SepInApp✓
SR-62076SC-42987ST-788906 SepPortal✓
SR-77335SC-70890ST-507719 SepEmail✓
SR-21589SC-54773ST-158212 SepSMS✓
Records in this module

Accept one complete response

The survey link opens the exact instrument assigned to the invitation. Submission checks the response window, token expiry, required visible questions, allowed choices and numeric ranges. A customer cannot submit a choice from another survey or a score outside the published scale. Accepted answers remain tied to the wording and scoring rules the customer actually saw.

The response header, individual answers and completed invitation state are accepted together. If a connection drops after acceptance, repeating the same submission returns the original result. A changed payload under that same request cannot overwrite the first response. Multiple-choice answers retain their individual selected options while scalar questions contribute a single valid answer.

Make anonymous collection meaningful

Anonymous mode removes customer, invitation, ticket, agent and flow references from the business response and comment records. Staff views, linked records, search and exports cannot use a hidden invitation join to recover identity. The delivery service keeps its restricted correlation only to validate the link, prevent duplicates and govern retention; ordinary staff, including Admin, cannot inspect that ledger.

Anonymous free text is masked before it becomes an analytical projection. Small slices are withheld below the campaign’s approved minimum group size, and identity-based breakdowns remain unavailable. An anonymous low score can inform a theme or a sufficiently large aggregate, but it does not create an identifiable customer follow-up. These rules apply to the API as well as the visible dashboard.

Keep quality decisions separate from edits

Accepted responses are evidence. Staff cannot change a score because it is inconvenient or replace the customer’s wording while preparing a report. A governed invalidation records the reason and retains the original history, then recomputes the affected metrics using the same instrument and population basis. Skipped or invalid answers do not become zero scores.

For attributable feedback, current account ownership and support-team membership determine who can see the relevant context. The same scope controls exports and notification links. Raw customer comments are not copied into broad email alerts. Before launch, test an expired link, a repeated submit, an answer from the wrong instrument and an anonymous export. The useful outcome is a clear response trail without making private correlation available to people who only need the customer insight.

Roles and permissions

Survey Author

Designs draft instruments and wording experiments for CX Manager review.

Permissions and records
  • Manage draft SurveyTemplates, SurveyQuestions, SurveyChoices and SurveyABTests
  • Submit campaign proposals and pilot requests for CX Manager approval
  • View aggregate experiment results and invitation counts
  • No launch approval, individual responses, raw recipient lists or Followups
  • SurveyTemplates
  • SurveyQuestions
  • SurveyChoices
Account Manager

Works attributable feedback and outreach for the current customer book.

Permissions and records
  • View attributable SurveyResponses and masked Comments where Customer.AccountOwner is current user
  • View own scoped scorecards and Customers
  • Update own Followups through Open, InProgress and ManagerReview with outcome evidence
  • No final outcome approval, another owner book, anonymous identity or campaign launch
  • SurveyResponses
Support Manager

Uses attributable interaction feedback and scorecards for the current support team.

Permissions and records
  • View CSATScores and Trends for authorized Agent or AgentTeam scopes resolved through Employees.Manager
  • View attributable SurveyResponses and masked Comments where RelatedAgent.Manager is current user
  • No other team, anonymous identity, relationship NPS or account Followups
  • No campaign launch
  • SurveyResponses

Related processes

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