Product Specifications

Dispatcher is a customer interaction survey dispatcher. It works by accepting accepting webhooks as triggers from customer interaction channels such as live-chat, ticketing systems and phone calls and dispatches customer satisfaction surveys after the interaction is completed in order to help gauge the quality of the interaction.

Purpose and Value

The purpose of Dispatcher is to allow interaction satisfaction surveys to be sent to clients after they interact with us, to be used as a KPM in evaluating the performance of the customer support team.

Basic Flow

The basic flow can be seen in the chart below:

Summary of the Basic Flow

When a client finishes interacting with a representative via one of the defined communications channels, the channel informs the dispatcher that the interaction has concluded. The dispacter then checks if the client is eligible to receieve a survey. If the client is eligible for a survey, the dispatcher sends a survey via the survey vendor.

Deciding Eligibility

The dispatcher will send surveys based on the number of surveys sent to a unique client identifier within a calendar month as follows:

Contact Count	Action
1st	📫 Send
2nd	🚩 Send if more than 24h since previous contact
3rd	❌ Ignore
4th	❌ Ignore
5th	❌ Ignore
6th	❌ Ignore
7th	📫 Send (does not respect cooldown)
8th	❌ Ignore
9th	❌ Ignore
10th	📫 Send (does not respect cooldown)
More	❌ Ignore

All clients who contact Customer Support will be eligible to receive surveys irrespective of their CRM status, including clients marked as Do Not Contact (DNC).

Summary

All clients contacting Customer Support are eligible to receive surveys, including clients marked as Do Not Contact (DNC). Surveys are dispatched based on contact count within a calendar month:

• 1st contact: Survey sent immediately.
• 2nd contact: Survey sent only if more than 24 hours have passed since the last survey.
• 3rd-6th contacts: No surveys sent.
• 7th contact: Survey sent immediately (ignoring cooldown).
• 8th-9th contacts: No surveys sent.
• 10th contact: Survey sent immediately (ignoring cooldown).
• More than 10 contacts: No surveys sent.

The count resets at the start of each calendar month.

Based on this eligibility logic, a client will receive a maximum of 3 surveys per calendar month.

⚠️ Important Distinction ⚠️

A calendar month specifically refers to the named months of the Gregorian calendar (e.g., January, February, March). Survey counts reset at the beginning of each calendar month. Because calendar months vary in length and reset points, using a rolling 30-day period as a comparison highlights the potential overlap between two consecutive months. This means it's possible for a client to receive up to 6 surveys within any given 30-day span—3 surveys at the end of one month and another 3 at the start of the next.

Identifying Clients

When possible, dispatcher will attempt to match a participant to a client profile based on either their email address or phone number (which ever is provided.) When a match is not found, a unique hash based on the information available will be used as a client identifier. If, at a later point, the client profile becomes known based on the same information, the contact history will be combined.

Determining Survey Invitation Channel

Survey invitations will be sent out via the channel specified in the interaction channel configuration for the tenant. The options are email or sms. In cases where the requisite contact information for sending the invitation is not available, if failovers are allowed, the survey invitation will be sent via the channel which is supported by the contact information. Otherwise, the survey will not be sent.

Summary

Survey invitations are sent via email or SMS based on the interaction channel configuration set per tenant. After each interaction (ticket, chat, or phone call), the dispatcher checks the available participant contact information to select the appropriate delivery channel.

• If the primary configured channel is available, the dispatcher sends the survey via this channel.
• If the primary channel is unavailable, and a secondary (failover) channel is configured and allowed, the dispatcher will attempt to send via this alternative channel.
• If neither channel has valid contact information, no survey will be sent.

Example 1:

Interaction Channel	Primary Invitation Channel	Secondary Invitation Channel
Ticket	Email	-
Chat	Email	-
Phone Call	SMS	Email

• Ticket: Survey sent via email if email address is available; otherwise, not sent.
• Chat: Survey sent via email if email address is available; otherwise, not sent.
• Phone Call: Survey sent via SMS if available; if not, falls back to email. If neither is available, not sent.

Example 2:

Interaction Channel	Primary Invitation Channel	Secondary Invitation Channel
Ticket	SMS	-
Chat	SMS	-
Phone Call	Email	-

• Ticket: Survey sent via SMS if phone number available; otherwise, not sent.
• Chat: Survey sent via SMS if phone number available; otherwise, not sent.
• Phone Call: Survey sent via email if email address available; otherwise, not sent.

Supported Integrations

The following represent the services through which clients currently interact with the customer support team. This list can be expanded in the future to support additional integrations.

Integration	Live Chat	Help Desk	Phone Call	Documentation
LiveChat	✅	✅	❌	Docs
Voiso	❌	❌	✅	Docs

Supported Survey Vendors

The following represents the services which can be used to send and collect surveys to clients. The selected vendor(s) have been evaluated by the stakeholders as the best solution(s) which meet the purpose and value requirements.

Survey Vendor	Integration Documentation
SurveyMonkey	Docs

Supported CRM Vendors

The following represents the vendors of the CRMs of the brands which the customer support team supports.

CRM Vendor	Integration Details
PandaTS	via CRM Client SDK
Team Force	via Dialer Integration API
Antelope	via CRM Integration API