Invitations Overview

New Invitations Module

The new invitation management enables a personalized experience for receiving survey invitations across various channels on the journey using workflows that can be configured and reused across chosen transmission channels like SMS/Email while requiring no PII information in the Webex XM platform.

Customers will be migrated from SIM and Invitations Classic to the new Invitations by the end of February (in approximately one month).

The migration will involve zero downtime for all our customers. There are however a few important steps you need to perform ahead of the migration order to transition smoothly. Please read through the information on this page so that you can ensure the transition for you is seamless.

What’s new and great

• Periodically review dispatch performance to continuously tune content templates, dispatch policies, and survey logic to optimize response rates. Channel performance reports help slice data by location, touchpoints, data batches, or any custom prefill.

• Quickly take action to address bad data issues at the source system of your data pipeline with real-time notifications/alerts. Detailed logs and logs by unique identifier available for quick root cause analysis.

• Flexibility to customize and set up a big data processing pipeline based on the unique needs of your business with an extensible architecture. We have benchmarked a massive reduction in SMS/Email dispatch times with files with more than 80K records processing in less than 30 mins. Delivery time is now only limited by your SMS/Email vendors.

• Businesses operating in countries with government or industry regulations that require PII to be processed in the region can run a fully compliant solution. Run a completely secure, zero PII solution with a private cloud instance that processes PII and dispatches invitations.

• Manage organizational corporate communication policies for invitation dispatch such as time of day communication windows, channels for communication, and campaign workflow rules for follow-up messages.

Early Preview Feedback

“There is an assurance that if anything goes wrong, we will come to know as soon as possible. They all add a lot of value to the platform both from a user’s perspective and benefits from customer experience perspective as well.”

“This is really helpful in understanding response rate and do we really need to trigger a second reminder and then put this together in a broader policy that is framed. From that perspective, these analysis help a lot.”

What has changed

• Schedule-less delivery pipeline. No more setting up of complex, error-prone file processing schedules. Now just drop the file and forget. Based on your delivery policy, these get queued up and sent off in-flight.

• Extensible architecture that supports ETL processing with serverless AWS Lambda or Azure functions for a scalable pipeline. This requires customers to provide the necessary infra.

  We are helping with the transition by providing our own this but eventually, this has to provisioned and managed by customer or partner

• A new portal for reports, logs, and configuration for admin which can be accessed by your Webex XM creds.

• Response rate calculation has been revised to better accommodate the dynamic nature of response rates as responses flow in over a period and attribution to only invites sent in the analysis time window

What we need from you

All of the infra provisioning, deployment, configuration, and migration will be completely done by us (till the move to your infra). We would need your help with whitelisting the IPs in the timeline we share. Other solutions such as SIM and DP will be retired by end of February.

Participate in the training session we would run for you and your team for a seamless transition

We would also need your assistance in entering the SMTP/SMS creds in the ACM module at the time of configuration or share the creds with us which is not preferred.