Is there a way to trigger a survey via a different channel if the first distribution method failed? | XM Community
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Question

Is there a way to trigger a survey via a different channel if the first distribution method failed?

  • April 7, 2022
  • 2 replies
  • 30 views
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I wasn't able to find this anywhere on the support site, so hoping to get some clarify here if possible.
Is there a way to configure a survey so that if the distribution method fails (i.e, survey is sent via SMS and the message fails to send or bounces) is there a way to follow up with that specific individual via a different channel (such as email)?

2 replies

Aanurag_QC
QPN Level 5 ●●●●●
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You can do so manually by locating the person in the XM directory and scheduling an email or SMS distribution accordingly.

But please bear in mind that you have the correct phone no./ email such that it does not fail again

SantiagoASI
QPN Level 2 ●●
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  • SantiagoASI
  • QPN Level 2 ●●
  • November 2, 2023

@Denise95 did you have any luck finding a solution for this? I am having a similar problem. 

Santiago Franco
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