How do I build a custom code that pulls operational data from web chat into survey response? | XM Community
Skip to main content

Hey!

My organization recently launched a web chat service through Genesys. At the end of a conversation, an anonymous survey link is shared with customers to provide their feedback. I am wondering if there is a way to pull operational data from the chat (ie, date, duration, conversation ID, etc) through the survey link to provide the appropriate operational context to the survey responses. Qualtrics’ support told me this would require a custom code solution. Has anyone done this? What steps did you take to set it up? 

You would need to add parameters to the Qualtrics url in Genesys (e.g., ?date=X&duration=Y&conversationId=Z). Depending on the format of the parameter values, you may need to encode them.  In the Qualtrics survey you just need to define the parameters (e.g., date, duration, conversationId) as embedded data fields in the survey flow.

Okay thank you, Tom!

Leave a Reply


Terms & Conditions