Hello!

I was hoping someone would be able to provide some aid with a setup I’m attempting to complete.

I started by creating a survey to people where they can provide available dates and times for an appointment. Once they complete this survey I’ll receive an email with the list they provided and determine which date and time works for me. After I have found a good date and time, every email has a link at the bottom to an anonymous survey where I can enter the person’s information and suggested date and time. Once I complete that survey it’ll trigger an SMS message with a link to the appointment reminder survey and they can determine whether to keep the time or reschedule. If they reschedule the process starts over again until they approve. Finally, once the time is approved I’ll either receive a confirmation or a request for a reminder the day prior to the appointment and I can schedule that SMS to go out then.

Initially, when completing the second survey where I input the information for the person, I was using identity resolution rules to update xm directory contacts which would save the date and time to the contact on my list and use that information to send out the confirmation survey. However, unknown to me, our admin deleted those rules and we have no been able to communicate with them. It has been a while so in the meantime I have attempted a workaround.

Currently I have it set up to authenticate at the beginning of the second survey and I have assigned each person a specific ID so when I authenticate it is me logging in as that person. This way I can have the contact ID for that specific person embedded to use in the SMS validation. I’m still using the “Send a survey via text message (SMS)” task but this time I’m going through “Piped Text” as the source and “Single contact from list” as the Type. I have my directory ID (POOL_xxxxx), my List ID (CG_xxxx) and I use the embedded value provided by the authenticator and setting the embedded data (CID_xxxx), however, when I use this method I’m unable to have it send the text message to anyone. When I open up the distribution tab for the appointment verification survey the text message is sent but it reads “Recipients not available”. I’m not sure what I’m doing wrong here or what I need to change to have this work appropriately. Or if anyone else has any suggestions.