We have a customer use case around NPS automation and would like to check feasibility for the below requirements:
1. Automated NPS survey every 6 months Currently, Journey Orchestrator recurring schedule options are limited to Daily, Weekly, and Monthly intervals. There is no native option to directly configure a JO program to trigger automatically every 6 months.
Request: Would it be possible to support custom recurring intervals (for example every 3 months, 6 months, yearly, etc.) directly within JO Programs for survey use cases?
Customer use case:
Send recurring NPS surveys automatically every 6 months
Avoid manual program maintenance or workaround logic
2. Slack-based NPS distribution with response attribution Customer preference is to send NPS surveys through Slack instead of email.
Request:
Native Slack delivery for NPS surveys
Automatic mapping of responses back to customer/contact records
Best answer by Hrithika
Hey @npraneeth,
Here's a feasibility summary for both NPS automation requirements:
Automated NPS Survey Every 6 Months
JO Programs do not natively support custom recurring intervals like 6 months. As a workaround, we can set the program to run on a monthly schedule with a participant filter condition checking that the last NPS survey date was 180+ days ago. This effectively automates the 6-month cadence without any manual intervention. However, native support for custom intervals (3 months, 6 months, yearly) is not available currently.
Slack-Based NPS Distribution
While it is possible to send a survey link via Slack using a JO Program with a Slack component, this is currently limited to a single public channel only. Unlike email-based survey delivery, Gainsight does not generate unique survey URLs dynamically for Slack, which means response attribution back to individual contact/company records is not possible. This is a product limitation. As a workaround you can use single public channel or JO email based Survey.
Here's a feasibility summary for both NPS automation requirements:
Automated NPS Survey Every 6 Months
JO Programs do not natively support custom recurring intervals like 6 months. As a workaround, we can set the program to run on a monthly schedule with a participant filter condition checking that the last NPS survey date was 180+ days ago. This effectively automates the 6-month cadence without any manual intervention. However, native support for custom intervals (3 months, 6 months, yearly) is not available currently.
Slack-Based NPS Distribution
While it is possible to send a survey link via Slack using a JO Program with a Slack component, this is currently limited to a single public channel only. Unlike email-based survey delivery, Gainsight does not generate unique survey URLs dynamically for Slack, which means response attribution back to individual contact/company records is not possible. This is a product limitation. As a workaround you can use single public channel or JO email based Survey.
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