If you have IDs already you can use embedded, if not use ask as a seprate question

​@KenM You can also add a workflow that will send you an email with the relevant customer number to alert you to responses that fulfill certain parameters. This is a good way to triage followup and make sure that things don’t get lost. You could also include an outgoing email as part of that workflow, but given that you want to personally respond just getting an email to you with the relevant customer number and any feedback that they provide is useful. 

I love the way that you’re integrating automated and personal response. I’d love your take on the 2x2 matrix that I created to guide our thinking on digital experiences. (What you’re talking about seems to fit in the upper right hand corner.) Pease let me know!

So, jbk simply confirmed what I already knew. I can use embedded because I already know the CID when they get to the survey. My question is, do I set the capture mechanism as a block in the survey flow, or is it better to have it in the intercept’s action set (or am I misunderstanding how that works)?

AdamK12, as for your matrix I would say this is close to the line between the upper left and right boxes. Maybe closer to upper left, but it is moving to the right. We start out with the survey, which lives on our site. A certain response will trigger a personalized email to the client. Depending on the client's response to that email, the next contact will be via email, phone, or in-person, according to the client’s preference. I think your matrix describes pretty well the current state of AI integration into marketing. I think it’s important to understand this utilization so that we can reach our clients wherever they are on the scale. Some clients prefer to remain anonymous and want a more “DIY” approach to their interactions with us, while others are “people-lovers” and really enjoy the feeling of having an interpersonal relationship with the companies with whom they do business. I believe this matrix does well in illustrating some effective means to serve these varied customer types.

So, jbk simply confirmed what I already knew. I can use embedded because I already know the CID when they get to the survey. My question is, do I set the capture mechanism as a block in the survey flow, or is it better to have it in the intercept’s action set (or am I misunderstanding how that works)?

You need to add your embedded data in both places: For the questionnaire, you must add it to the survey flow, at the beginning ideally. For the intercept, you need to add it to the embedded data section in the action set. By doing that in both places, the information will flow from your intercept to your survey.

​@KenM Thanks for your framing here -- I’m glad we’re on the same page. My group doesn’t do marketing, so to speak, but we do think a great deal about how people interact with our content, and leveraging AI to make our patrons’ or our own jobs easier is top of mind. It does seem to add value to the experience to be able to allow for automated or manual interaction, depending on the client’s preferences. I appreciate your insight!

​@AlexandreLeduc Thank you! That is exactly what I needed to know.

​@AdamK12 Thank you! Best of luck and continuing success!