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Release Notes | February 3, 2022 | Talkdesk Feedback

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On Thursday, February 3rd, we will release a new feature of Talkdesk Feedback that supports sending SMS surveys after outbound calls. This feature complements the existing capability of prompting surveys after inbound calls. The new functionality will help Feedback customers to measure customer satisfaction when proactively initiating calls. 

New:

  • Enabling a Talkdesk phone number to send SMS Surveys, from the SMS Survey Settings page. 
  • The system will detect the call direction associated with the active phone number and will send an SMS survey once the call is finished. 
    • SMS survey responses can be found on the Live Feedback Stream, as well as in the default Feedback Report in Explore. 
  • For SMS surveys, the Live Feedback Stream will display the direction of the interaction with the help of corresponding icons. 
    • In the Feedback Report, the type of interaction will be found under the “Event Type” column.

 

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