Questionnaire

The Agent questionnaire is a set of questions that are asked to the admin/user to get the required information to verify the agent. You can use the questionnaire as a pre-filled form while verifying the agent. However, it is optional to use the pre-filled questionnaire.

Add an Agent Questionnaire

Authorized Users:

• Admin

• Super Admin

Aggregator

To setup an agent questionnaire,

1. Login to Aggregator platform using your username and password.

2. Navigate to Channels → RCS → Agent Experience from the left menu.
   The agent experince page opens.

3. Click the Create Questionnaire at the top right corner.
   A questionnaire form opens.

4. Fill-in the following details:

   1. In the Questionnaire Name field, enter the name of the questionnaire.

   2. In the Agent Type field, select the agent type from the dropdown menu.

   3. In the Country field, select the country from the dropdown menu.

   4. In the Carrier field, select the carrier from the dropdown menu.

   

5. Select Next.
   The setup Bot interaction and Experience page opens.

6. Fill-in the suitable answers for the following questions:

   Setup agent interaction and experience

   1. What actions trigger messages to users?

      When is the first message sent from the agent to the user? Are messages sent at a consistent date/time, do user actions (such as a purchase) trigger messages, or do external triggers (such as package delivery) trigger messages?

   2. What types of interactions will the Agent have with users?
      

      1. What are the bot's primary (those that occur most commonly) and secondary (those that are possible but less common) interactions?

      2. If the bot understands user messages, please share examples of keywords it responds to.

      3. Example for promotional message, it will be a one-way communication at the initial level where company can intimate its customers on current offers and other promotional content.

   Consent Management

   1. How do you ensure consent, so that only the users who have opted-in will receive messages from your Agent?

      1. Opt-in is critical for approving the agent launch. Provide details for how opt-in is acquired.
      2. If opt-in is through a website or an app, please provide links or screenshots.
      3. Provide screenshot of the OPT In (Can be in Terms of service or Privacy Policy)

   2. What are the opt-out keywords for the Agent?

      1. By default, platform recognizes "STOP" as the opt-out keyword.
      2. You can add more keywords with comma separated (Eg. QUIT, UNSUBSCRIBE)

   3. What message does the Agent send when a user opts out?

      1. Upon receiving an Opt-out request, the platform responds with a 'default message'. Type the opt out message. Character limit for the opt out message is 300 characters.

      2. Example - “Sorry to see you go. If you'd like to start receiving messages from us, again send START”

   4. What keywords can the user send to revoke the opt-out and start receiving messages again-

      1. A user who has opted out, may change their mind and cancel the opt-out request. The platform recognizes "START" as the keyword to cancel an opt-out request. If you would like to configure additional keywords for cancelling an opt-out, please specify the keywords in 300 characters limit. Use “,” comma to separate 2 words.

      2. You can add more keywords with comma separated (Eg. BEGIN, SUBSCRIBE)

7. Select Save Questionnaire.
   The questionnaire is created successfully.

   

View an Agent Questionnaire

Aggregator

To view an agent questionnaire details,

1. Login to Aggregator platform using your username and password.

2. Navigate to Channels → RCS → Agent Experience from the left menu.
   The agent experince page opens.

3. Click the eye icon () next to the questionnaire name.
   The questionnaire details opens.

   

   

4. Click Back to go back to the previous screen or Cancel to close the questionnaire details.

Edit an Agent Questionnaire

You change or modify the agent questionnaire details whenever required.

Authorized Users:

• Admin

• Super Admin

Aggregator

To edit the agent questionnaire,

1. Login to Aggregator platform using your username and password.

2. Navigate to Channels → RCS → Agent Experience from the left menu.
   The agent experince page opens.

3. Click the pencil icon () next to the questionnaire name.
   The questionnaire form opens.

   

4. Edit the questionnaire details as required.

5. Select Save Questionnaire.
   The questionnaire is updated successfully.

   

   

Delete an Agent Questionnaire

You can remove the agent questionnaire if no longer required.

Authorized Users:

• Admin

• Super Admin

Aggregator

To delete the agent questionnaire,

1. Login to Aggregator platform using your username and password.

2. Navigate to Channels → RCS → Agent Experience from the left menu.
   The agent experince page opens.

3. Click the trash-bin icon () next to the questionnaire name that you want to delete.
   A pop-up modal opens and asks for confirmation to delete the questionnaire.

4. Click Yes to proceed with the deletion.
   The questionnaire is deleted successfully.