CX-Workflow

CX Workflow helps you to assign and send different surveys to different customers in the same data file. Also, it enables you to automate the reminders for the survey invites already sent.
This document outline the process of setting up workflow in QuestionPro CX with help of an example.

There are different rule engines in the workflow to enable a flexible data import and survey distribution. Below are the 4 types of rule engine and their functions:

• Import Rules: Import transactions and assign surveys and Email/SMS templates to each transaction.
• Send Rules: Decides the time of survey delivery for the imported transactions. You can choose to deliver the survey immediately after import or schedule a delievry for later.
• Reminder Rules: Decides whether a reminder needs to be sent or not. If yes, when should it be triggered.
• Exclude rules: Used to seggregate the transactions which should not receive a survey and keep them in a separate list.

All the above rules combinely process the lifecycle of a transaction i.e. Import - Survey - Reminder

Lets take an example to understand the chronology of these rules:
We have an import file with 3 transactions

1. greg.perry@gmail.com: Should receive survey for iPhone 11 because he purchased iPhone 11 product
2. mathew07@gmail.com: Should receive survey for iPhone SE because he purchased iPhone SE product
3. bill196483@gmail.com: Should not receive any survey because the product name is not mentioned in the file

When the file is imported in the system, these transactions will pass all the rule engines in below order:

1. Exclude Rules will check if there are any transactions to be supressed from receiving a survey. In our example, the 3rd transaction - bill196483@gmail.com will be separated from the list and rest of the 2 transactions will be passed as an input to next Rule engine
2. Import Rules will receive the first two transactions. It will assign the surveys based on the product
   greg.perry@gmail.com :: iPhone 11 Survey
   mathew07@gmail.com :: iPhone SE Survey
3. Send Rules will send the survey invites to both the above transactions
4. Reminder rules will act as per the configuration. We will understand that in detail in the coming sections

Go to: Login » Customer Experience » Admin » Workflow

We will add the rules for the example used in the above section.

Adding Import rules: You just have to specify the criteria to assign survey and Email/SMS templates.

• Click on Add Rule
• Name the rule
• Select the Segment, Product, Product group and custom variables for setting the criteria.
• Select the Survey you want to send out for the above criteria
• Select the Email and SMS template
• Click on Save

The rule will be added to the list.

There is a default rule which will assign surveys to the transactions which does not meet any other rules. You can select the survey to be sent for the default rule

Adding Send rules: You have to specify the criteria to set the delivery mode(Email, SMS, or Both) and time of survey delivery.

• Click on Add Rule
• Name the rule
• Select the Segment, Product, Product group and custom variables for setting the criteria.
• Select the delivery mode - Email/SMS/Both
• Select type of delivery - Immediate/Schdeule for later. If you choose to schedule, specify the number of days after which the survey should be sent with respect to Import/Transaction date
• Click on Save

There is a default send rule which will be used to send surveys to the transactions which does not meet any criteria. By default, an email will be triggered immediately unless you choose to update the default rule. You can change the type and mode of delivery for defualt rule as well.

Note: If you want to immediate delivery or schedule for the same time for all the transactions, you can use the default rule itself.

Adding Reminder rules: You have to specify the criteria to set the delivery mode(Email, SMS, or Both) and Email/SMS templates for reminder along with the time of reminder delivery. You can also set a recurring reminder here.

• Click on Add Rule
• Name the rule
• Select the Segment, Product, Product group and custom variables for setting the criteria.
• Select the reminder delivery mode - Email/SMS/Both
• Select the Email and SMS reminder templates.
• Mention the number of days after which the reminder should be sent
• If you want to set a recurring reminder, choose Repeat Every from the dropdown. Else choose Does not Repeat option
• Mention the number of days after which the following reminders should be sent along with the number of times(Occurrences) you want to repeat the reminder
• Click on Save

There is a default reminder rule which will determine the reminder process if no other rules is set or no other criteria is met. The default rules has an option Don't send reminder to avoid sending any reminders.

Note: If you want to scheduler reminder for all the transactions at the same time, you can use the default rule itself.

Adding Exclude rules: You can specify the criteria to suppress the survey distribution to some transactions.

• Click on Add Rule
• Name the rule
• Select the Segment, Product, Product group and custom variables for setting the criteria.
• If the criteia matches, no survey will be sent to that transaction.
• Click on Save

There is no default Exclude rule. If you do not want to exclude any transactions from receiving a survey, you do not need to add any rule in this section.

For sending surveys in CX, it is mandatory to have workflow rules in place as the transaction import and survey distribution will be determined by the workflow rules.

Workflow setup is mandatory because survey assignment is the firt and foremost step in survey distribution lifecycle which in CX is done through the workflow Import rules.

Hence, the system directs you to set up workflow rules when you attempt to deploy a survey in CX

Yes, you can reset all the rules using Reset option on Import Rules screen. It will ask for your confirmation when you click on the Reset button, please select Yes to delete all the rules.

Yes, you can reorder the workflow rules by selecting a rule and dragging it up/down