General Notifications

1. Prerequisites

• Should have a valid Experience Management account with running survey set-up
• RequestBin Account - Free

2. Understanding the Experience Management Response format

Customer survey response would always be available in the “Responses” section of the Experience Management Dashboard. However, this can also be pushed to other 3rd party systems in real-time based on the configuration done in Notifications section. Its necessary to understand the Experience Management Response JSON format so that you can parse it to get the required information from customer’s survey response.

2.1 Create a webhook

The most simplest way to create a webhook for testing purpose is using RequestBin. Alternatively, you can use any webhook where the responses can be captured and analyzed.

1. Create a testing Webhook using RequestBin

   
   

2. This will create a temporary web-hook as HTTP end-point. This HTTP end-point can be futher configured in “General Notifications”

   
   

2.2 Configure the Webhook in Experience Management Notifications Section

1. Configure the HTTP end-point or API URL in “General Notifications” in WXM Dashboard (Login –> CX Setup –> Account Settings –> General Notifications)

   
   

   
   

   We are choosing NPS < 11 to make sure all the responses submitted for this questionnaire are also posted to HTTP web-hook configured.

2.3 Submit a survey response to capture the response JSON

1. Create a survey token or use an existing survey token to submit the response. Make sure the survey token is of same questionnaire which is configured in General Notifications.

2. Once the survey is responded, final response object would come in Experience Management and same will be posted in “real-time” to the HTTP end-point configured in above notification.

3. Look at the RequestBin portal for any incoming trigger to HTTP end-point and the incoming object would look like below.

   
   

4. Final response JSON structure is mentioned below.

   	
   {
     "notification": "postfill-repsonse Matched",
     "answer": {
       "id": "5f06e519f5167e114c3e52a3",
       "user": "solutions",
       "locationId": "Travel Experience with Delay questions",
       "responseDateTime": "2020-07-09T09:36:24.74Z",
       "responseDuration": 34,
       "surveyClient": "JS-Web",
       "responses": [
         {
           "questionId": "5f06cf3c3521269b14fe5283",
           "questionText": "CustomersAge",
           "textInput": "25",
           "numberInput": 0
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c77a",
           "questionText": "Departure DateTime",
           "textInput": "2020-07-06 09:00:00\t",
           "numberInput": 0
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c788",
           "questionText": "Actual OffBlock Time",
           "textInput": "2020-07-06 09:16:00\t",
           "numberInput": 0
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c787",
           "questionText": "Actual OnBlock Time",
           "textInput": "2020-07-06 21:49:00",
           "numberInput": 0
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c75d",
           "questionText": "Based on your recent experience, how likely are you to recommend IndiGo to your family and friends?",
           "textInput": null,
           "numberInput": 0
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c75e",
           "questionText": "Please rate us on the following:Check-in",
           "textInput": null,
           "numberInput": 1
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c75f",
           "questionText": "Please rate us on the following:Boarding Experience",
           "textInput": null,
           "numberInput": 1
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c761",
           "questionText": "Please rate us on the following:Inflight services",
           "textInput": null,
           "numberInput": 1
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c763",
           "questionText": "Please rate us on the following:Arrival & Baggage collection",
           "textInput": null,
           "numberInput": 1
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c764",
           "questionText": "How can we improve your airport check-in experience?",
           "textInput": "Handling of your requests (seat / baggage etc)",
           "numberInput": 0
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c76a",
           "questionText": "What could have been better while you checked in?",
           "textInput": "wee",
           "numberInput": 0
         },
         {
           "questionId": "5cf78d91cb2c6548b4d5c754",
           "questionText": "Please provide your feedback",
           "textInput": "kk 03:06",
           "numberInput": 0
         }
       ],
       "archived": false,
       "notes": null,
       "openTicket": null,
       "deviceId": null
     }
   }