ADEPT
ADEPT is the agent's survey-initiation surface. It lets a colleague (agent) start a survey to a specific customer during a conversation — by email, SMS, outbound call, a short link to read out, or an inbound number for the customer to call. Whichever mode you choose, the resulting response is attributed to the agent, which powers agent-level reporting and leaderboards.
When to use ADEPT
Use ADEPT at the point of contact — after a call, a chat, or an in-person interaction — when you want to send this customer this survey and credit it to the colleague who served them. It's a one-at-a-time, in-the-moment tool, as opposed to the bulk distribution channels.
Opening ADEPT
Open ADEPT from the sidebar. You'll see a single Initiate a survey form. Before you can use it, your colleagues need to exist as agents — add them (with a PIN for phone and IVR) under Admin → Agents.
Initiating a survey
- Agent — choose who the response will be attributed to. Agents with a PIN show it next to their name.
- Channel — pick one of the five modes below.
- Survey — pick the survey, or leave it blank to use the agent's default survey (if one is set).
- Customer email / phone — required for email, SMS, and outbound IVR.
- Custom data (optional) — add any key/value pairs (for example
order_id) that should ride through to the response. - Select Initiate.
The five modes
| Mode | What happens | What you need |
|---|---|---|
| The survey invitation is emailed to the customer and attributed to the agent. | Customer email | |
| SMS | The survey is sent by text and attributed to the agent. | Customer phone |
| Outbound IVR | An automated call is placed to the customer; the survey is asked over the phone. | Customer phone |
| Web (link) | A short link is generated for the agent to read out or share with the customer. | — |
| Inbound IVR | You receive an inbound number (and a PIN) for the customer to call and quote. | — |
Dispatched modes (email, SMS, outbound IVR)
These three modes send something immediately. ADEPT confirms the survey was sent and shows the agent it was attributed to (plus a message reference where available).
If the customer is suppressed, opted out, or inside the contact-frequency window, ADEPT reports it as suppressed and nothing is sent. See Suppression and opt-out.
Web mode (a short link to read out)
Web mode returns a short link you can copy and read out to the customer, paste into a chat, or turn into a QR code. The link already carries the agent attribution and any custom data.
Inbound IVR mode (a number and PIN to quote)
Inbound mode returns an inbound phone number and, where applicable, a PIN. Ask the customer to call the number and quote the PIN; when they do, the survey runs over the phone and is attributed to the agent. The PIN comes from the agent's record — see Admin → Agents.
Custom data
Any custom data you add on the form travels with the survey and is stored against the resulting response. This is how you keep context — order numbers, case references, product codes — attached to the feedback, so you can filter and segment on it later.
How attribution flows through
ADEPT applies agent attribution automatically in every mode, equivalent to the ?agent= parameter used by manual link sends. Because the response is tied to an agent, it appears in agent KPI reporting, performance comparisons, and leaderboards.
Next steps
- Admin → Agents — set up colleagues, PINs, and default surveys.
- Distribution overview — bulk and self-serve channels.
- SMS & IVR setup — connect Twilio numbers for SMS and voice.