Using an email to send a survey is a powerful way to reach out and invite a customer to provide feedback about a previous interaction. But, incorrect email practices (for example, when an organization’s survey email bounce rate is too high), can lead Genesys to temporarily suspend the organization from sending survey emails.  While Genesys will notify the suspended organization and work with them to resolve the issue, the suspension process is necessary to protect the integrity of the Genesys Cloud Platform.

To avoid email suspension, Genesys recommends the following best practice when working with web surveys in Genesys Cloud. For more information, see About web surveys

  • Do not use a fake email address to test email sending – To simulate various email sending scenarios, Genesys recommends that you use the email addresses provided by the SES email simulator. For more information, see Mailbox Simulator for the Amazon Simple Email Service.

Additionally, you must ensure that the email address you are using to send a survey to a customer is valid. 

The following list represents some of the approaches that you can follow to ensure the customer email is valid, and to confirm that the customer wants to be associated with an email address that is used for additional email activities: 

  • Use confirmed opt-in – By using confirmed opt-in the email recipient must confirm permission for the email address to be included in your mailing list.

  • Remove non-engagers – Stop emailing recipients that do not respond to your email within a configured timeframe. Doing this can prevent spamtrap (email addresses that are created not for communication, but rather to attract spam).
  • Make it easy for your recipients to unsubscribe – Include an easy to spot unsubscribe link.