Send a customer a satisfaction (CSAT) survey

In this example, we'll send a customer a satisfaction survey after a WhatsApp conversation is over.

You can also use this example to send feedback after a conversation is over or has been abandoned.

For this integration, you'll need to configure the following:

• Events: To send the survey after a conversation is over, select Ended.
• Endpoint URL:

  Public address of your Contact Management Interface (CMI) messages resource

• Conversation Direction: You can use this example for both inbound and outbound conversations. You'll find examples below for both directions.
• Queues: As this example is for WhatsApp, you should use WhatsApp queues.
• Authentications: In this example, you must use:

  • basic authentication credentials

    Make sure your service account has permission for Messaging for the queue used.

  • the API key of your restful interfaces
• JSON for configuration: See the example code blocks below. Note the following:
  • "address": "{contact.source}" and "address": "{contact.destination}" will refer to the customer's phone number in this WhatsApp example
  • value formatting is used in message!js (JSON string) and language_code!sl (lowercase string)
  • "source": "{contact.destination}" refers to the original queue address.
  • Language is only relevant if your WhatsApp message template exists for different languages.
  • In the outbound example, replace [whatsapp-queue-address] with the address of the WhatsApp queue you're using in the integration.

  This example code is for inbound conversations:

  {
    "request": {
      "authentication": {
        "type": "basic"
      },
      "method": "POST",
      "headers": {
        "x-api-key": "{authentications.api-key}"
      },
      "body": {
        "destinations": {
          "destination": [
            {
              "address": "{contact.source}"
            }
          ]
        },
        "message!js": {
          "type": "template",
          "template_id": "csat_survey",
          "template_body": "Dear Customer, we would greatly appreciate if You could spare a couple of minutes to...",
          "language_code!sl": "{contact.language}"
        },
        "source": "{contact.destination}",
        "subType": "{contact.channel_sub_type}",
        "contentType": "template"
      }
    }
  }

  This example code is for outbound conversations:

  {
    "request": {
      "authentication": {
        "type": "basic"
      },
      "method": "POST",
      "headers": {
        "x-api-key": "{authentications.api-key}"
      },
      "body": {
        "destinations": {
          "destination": [
            {
              "address": "{contact.destination}"
            }
          ]
        },
        "message!js": {
          "type": "template",
          "template_id": "csat_survey",
          "template_body": "Dear Customer, we would greatly appreciate if You could spare a couple of minutes to...",
          "language_code!sl": "{contact.language}"
        },
        "source": "[whatsapp-queue-address]",
        "subType": "{contact.channel_sub_type}",
        "contentType": "template"
      }
    }
  }