Forms & Surveys
Gather user feedback through structured interactive forms.
Last updated
Gather user feedback through structured interactive forms.
Last updated
Forms & Surveys Automation is a structured tool that allows clients to collect feedback interactively and systematically. This feature distinguishes between forms and surveys, offering tailored solutions to meet different needs.
Forms are typically used for collecting structured information, such as contact details, registration information, or feedback on a specific interaction. They are often shorter and more straightforward, aimed at gathering specific data points quickly.
Surveys are more extensive and are tailored to better understand your audiences' experiences during various events, including post-game, post-purchase, membership evaluations, and more. Surveys can recognize specific user inputs, process various types of questions, and provide tailored responses.
Forms & Surveys are aggregated and displayed in the Analytics dashboard, allowing you to systematically analyze the collected data and gain valuable insights.
The following configurations can be set to create custom survey questions:
Create a new Form or Survey by creating a New Template.
You can start by creating a new form or survey from scratch or by using an existing template. Go to the Forms & Surveys section and select Create New Template to begin. If you'd like to use an existing form or survey, export that form and import it into your newly created template.
Define the Exit Criteria
The following predefined user input strings can perform specific actions to streamline the survey process and customized to match the voice of your brand.
Exit: Inputs such as "Exit," "Stop," "Quit," or "Nevermind" will stop the survey.
Skip: Inputs like "Skip" allow the user to move to the next question without answering the current one.
Add questions by clicking on the preceding node and dragging out a new one.
Add questions using the building blocks of a Basic Response, such as text, media, attachments, and choices. Use the message editor to customize each question and the different validation options for input fields, including:
Free Input
Fixed Input (Regex)
Phone
You can define how many times a validation option will attempt to retry collecting the correct information by setting the Max Attempts field.
Identify the Starting Question
The first question given to the user when starting a form or survey is marked as the starting question. This can be set in the question settings by enabling the Is Starting Question option.
Note the End message.
End questions or the last node in a survey or form are identified by a statement indicating no response will be recorded. These nodes help conclude the survey or form and provide a closing message to the user.
Employ Branching Logic (Optional)
Use branching logic to create multiple paths based on user responses.This allows you to tailor the flow of the survey or form, guiding users down different paths depending on their answers.
To set up branching logic, add conditional branches to questions by dragging out multiple nodes, directing users to the appropriate follow-up questions based on their responses. Click on the branch to define the rule that sends the user down that path.
When saving a form, it's crucial to distinguish between minor and major changes. This impacts the reporting of your form and survey submissions. Minor changes are included in the same reporting dashboard, whereas major changes result in a new version and separate reporting.
Minor Change
A minor edit changes the text of a question block or its retry responses without altering its meaning, structure, or order within the form.
Examples:
V1: How likely are you to recomend our services to your neighbors and friends?
Edit: How likely are you to recommend our services to your neighbors and friends?
Action: Save Minor.
Major Change
A major edit changes a prompt’s intent, structure, or order, resulting in a fundamentally different form. These changes require a new version of the template/form.
Examples:
V1: Did you attend our match on January 4th, 2023?
Edit: Did you attend our match on January 27th, 2023?
Action: Save Major to create a new version of the template/form.
Central to the experience is the capability to analyze collected responses through comprehensive Forms & Surveys Analytics dashboards. By aggregating responses, you gain valuable insights into customer behaviors, preferences, and experiences. This advanced analytics functionality transforms raw data into actionable intelligence, empowering you to make informed decisions, refine your strategies, and drive meaningful improvements.
For detailed information about the Analytics dashboard, click here.
It is recommended to use the following triggers:
Intent: incorporate expressed intent like, "Give feedback" or "Post Game Survey" into your language model. Connect with your Customer Success representative to help train your model accordingly.
Direct: exact matches strongly encouraged for Quick Replies.
