SMS Feedback Touchpoint

This collector enables to collect feedback by sending SMS to a respondent. The feedback will be automatically associated to the phone number that was used to send SMS feedback request. SMS feedback collector enables you to connect with your customers so they can provide feedback and share their thought and perception about the product, service or experience they received.

[Note] You need admin access to create a new touchpoint or generate a SMS feedback touchpoint.

Add SMS Touchpoint

1. From top select Manage.
2. From left menu select Touchpoints.
3. In the first step will define the location of touchpoint, name and the collector type.
4. Click Add Touchpoint button to create a new touchpoint.
   
5. Select Branch
6. Select Section
7. Select the Language of the touchpoint. The language sets the question and details of touchpoint to selected language.
8. Add a recognizable Name to the touchpoint for future updates. This name is shown on the dashboard when checking the results.
9. Choose SMS as feedback collector
10. Click Next to go to Select Question step
11. Select a Question from the list. If you need assistance with the question contact support@ pxp.ai.
12. [Optional-Why-Dissatisfied] Add [Why Category] (/docs/how-to-guides/ask-why-category-config "Why Category") to a Touchpoint for Dissatisfied response (Meh and Sad).
    1. Enable "Dissatisfied Why"
    2. Enter the Title that should show up to the user after they responded with yellow and red smiley buttons. e.g. "Let us know more" or "What can be improved"
    3. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
13. [Optional-Why-Satisfied] Add [Why Category] (/docs/how-to-guides/ask-why-category-config "Why Category") to a Touchpoint for Satisfied response (Happy)
    1. Enable "Satisfied Why"
    2. Enter the Title that should show up to the user after they responded with the green button. e.g. "Let us know more" or "What did you like the most".
    3. Choose min three why categories from dropdowns. (Optional add 2 more why categories if needed).
14. Click Next to go to Collector Setting step
15. Intro is the initial text that user will see above the question. Modify the text as needed.
16. Comment Title is the message to ask user for additional comment.
17. Thank You Message The message that the user will receive as final message. It can be different if they selected Satisfied (happy) or Dissatisfied (Meh and Sad) as their response.
    1. [Optional-add-link] you can add links to the thank you message for example a link to your website or a form.
18. Smiley Title The title of Happy, Meh, and Sad as the options for the main question.
19. Phone Numbers Attach phone number to the touchpoint. The users will receive the SMS from this phone number. Add multiple phone numbers if you send more than 100 SMS per day. Also if you expect to send SMS to users in different countries then add phone number for respective countries to ensure delivery and response.
20. Click Submit button.

Edit Signature Widget

1. From top select Manage.
2. From left menu select Touchpoints.
3. Find an existing touchpoint from the list (Use Collector Type filter to find it).
4. Click the Edit button located in Manage.
5. Update the config setting.
6. Click the Update button.