Configure survey settings

The survey settings control opt-out, opt-in, invalid response, and timeout behavior.

Note: You must be an Admin, Power User or Author to access conversational survey settings.

Open the Settings page

  1. From the Conversations list, open a survey.
  2. Go to the Build page.
  3. On the toolbar, click Settings.
    Result: The Settings page opens. From here, you can configure system messages and general settings for all conversational surveys.

Configure system messages

  1. Click System Messages.
  2. Add or remove Unsubscribe commands.

    Unsubscribe commands are keywords participants can text to opt out of a survey and stop receiving messages immediately. By default, Stop, End, Quit, Cancel, and Unsubscribe are listed. It's better to err on the side of having more unsubscribe commands in case participants use synonyms to opt out. There are different opt-out behaviors associated with each keyword:

    Keyword Outcome
    Stop, Unsubscribe Depending on the carrier network, using these keywords blocks the participant from receiving further texts from that number. The participant must consent to receiving messages again by texting an opt-in keyword indicated in the network message. Activities can be distributed to the participant but the participant is blocked from receiving them by the network.
    Quit, End, Cancel, or other custom keywords Opts the participant out of proceeding with the current survey only. Participant can receive future distributions of the same or different activities.
    • To add an unsubscribe command, click the list and select Add Command.

      Type the command, and press Enter.

    • To remove an unsubscribe command, click the list and then click the delete button beside it.
  3. Adjust the opt-out confirmation message the participant receives after they use an unsubscribe command.
    The default text is You have successfully unsubscribed from this and all following surveys.
  4. Add or remove Opt-in commands.

    Opt-in commands are keywords participants can text to consent to participate in a survey. By default, Yes and 1 are listed.

    • To add an opt-in command, click the list and select Add Command.

      Type the command, and press Enter.

    • To remove an opt-in command, click the list and then click the delete button beside it.
  5. Turn the Invalid Response toggle on or off.

    An invalid response is a response that does not match any available answer options.

    • If the participant typed a letter, the letter does not match any lettered answer options.
    • If the participant typed a word, the word does not match the text of any answer options.
    • Answers are not case-sensitive.

    This setting controls whether automated replies are sent to invalid responses, prompting participants to provide a valid answer.

    • The default (and recommended) setting is on.
    • The default text is This seems to be an invalid response.

    You can edit the automated reply (160 characters max). The reply you type here is used for all questions, in all conversational surveys, by default. If you need a custom invalid response for a specific question, you can add one while editing the question message.

  6. Configure the Terminate setting.
    This setting determines the number of successive invalid responses that can be provided by a respondent before a conversation is automatically terminated. The default is 3.
  7. When you are finished, click Apply.

Configure general settings

  1. Click General Settings.
  2. Set the Conversation Time Out.
    This setting determines when a conversation automatically terminates because the specified amount of time has elapsed since the last response. Type a number and select a unit of time (minute(s), hour(s) or day(s)). The default is seven days.
  3. When you are finished, click Apply.