Closed loop

A low score opens an Amazon Connect Task with the answers and a link to the contact, so someone follows up while it matters.

In the Connect console open the flow you want to receive the Tasks and copy the ID from its ARN (the part after contact-flow/).

Written onto the contact when a survey completes, with surveycx_five, surveycx_nps, surveycx_ces and surveycx_low. Arena reads csat from contact records.

Invitations by SMS and email

{link} is the survey link, {brand} the company name. Keep "Reply STOP to opt out" in the SMS.

Arena

Send each agent-attributable score to Arena for Amazon Connect as CSAT_RECEIVED. In Arena, create an ingest key from the Data button and paste the site URL and key here.

Brand

Shown on the web survey and in emails. Leave the name empty to show "SurveyCX".

Webhooks

Every completed response is sent as JSON to these HTTPS URLs, signed with the secret (X-SurveyCX-Signature). Choose all responses or low scores only. Up to five; see the API reference in the help center.

Privacy requests

Delete everything stored about a customer or a contact. Deleting by phone or email also stops future invitations.