Growth · Part of CSAT
Multi-channel delivery
Multi-channel delivery sends CSAT (Customer Satisfaction: a post-interaction score for how satisfied a customer was.) surveys over email, SMS, and in-chat, dispatched by an async delivery worker once the trigger fires. The customer answers on a tokenized survey page that is token-authenticated, single-use, and expiring, with no login required. SMS texts the same tokenized link via the tenant's configured Twilio Messaging account; IVR (Interactive Voice Response: the automated phone menu that routes or self-serves callers before an agent.) delivery is on the Wave 3 roadmap and not yet available.
For the operator
You configure the trigger, and when it fires the survey is queued to an async delivery worker instead of sent inline, so the customer's flow is never blocked. Email surveys land in the customer's inbox, SMS surveys text the tokenized link to the customer's phone through the tenant's Twilio Messaging account, and in-chat surveys drop straight into the chat conversation that just happened. The customer clicks through to a tokenized survey page that authenticates them by the token alone, with no account or login step. Each token is single-use and expires, so a link cannot be forwarded, replayed, or answered twice. IVR delivery is the one channel still on the Wave 3 roadmap and not live yet.
Business impact
Reaching customers on the channel they just used lifts response rates, so each client's CSAT number rests on more responses and is easier to defend in a quarterly business review with the client. Because delivery is async, a survey burst never slows the agent or the contact flow you bill the client for. The tokenized, single-use page keeps every response tied to the right interaction, which protects the per-client and per-LOB (Line of Business: a distinct client program or queue within an operation.) attribution your scores depend on. And it is one delivery pipeline inside FrontLine, so you are not paying for a standalone survey tool or reconciling its data against your own.