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Ruling

Ruling

Here you can read everything about useful rules to, for example, edit the validity of a URL and the number of invites per person.

Ruling comes in two flavours, “General ruling” and “Survey ruling”. General ruling is applied on all surveys and will be activated from the moment once configured. Survey ruling will only be applied to the selected survey and will also be actived from the moment of configuration.

Nothing is more tedious than receiving the same feedback invitation three times a day. Or perhaps be imposed by several customer satisfaction surveys from different departments. Fortunately as a user of Insocial you can turn this off or adjust it with our “Survey ruling”. 

But be aware, this only works when you send the invitation via the Insocial platform or when you make use of our API in order to generate the invite URL's. Take a look at our API-documentation for this last function.

Available rules

Configure the validity, how much time does one have to fill in the survey, of an invite URL here. For example, if you want a response within 3 days because after that you will have lost your momentum, this is the rule you are looking for.

Do you want your customer to fill in the survey only once, in order to prevent manipulation of the results? With this rule you configure that the customer can only fill in the survey once.

This is the rule when you are working with large files or when you are testing service tickets for example, with which people can receive or submit several a day. With the 'deduplicate' rule you make sure that people do not receive more than one feedback request a day. 

Do you want to send a reminder to your recipients when they have not sent a response within a certain period of time? You can configure a reminder rule to send this automatically. 

When measuring service tickets, you might not want to send out a survey directly after a closed ticket. You can easily slow down the sending of the survey with a certain time period (such as an hour) with the rule 'sending delay'. 

Instructions

  1. In the menubar, select “Settings”.

  2. Under “Settings”, select the “Ruling” item.

  3. Click on “Add new general metadata exception rule”

image-20240712-094348.png

  1. Toggle the “Rule activation” to activate or deactivate the rule.

You can also activate or deactivate the rule later on in the ruling dashboard. For more information see “How do I activate or deactivate a rule?”.

  1. Select the “Exceptions”, these are the surveys for which this rule will not be applied.

  2. Select either the “Disallow invites to be sent” or “Allow invites only to be sent” based on your rule settings.

  3. Enter the key and its value for the rule to act upon.

  4. Click on image-20240712-094949.png-button to active the rule.

  1. In the menubar, select “Settings”.

  2. Under “Settings”, select the “Ruling” item.

  3. Scroll down to the “Survey specific rules” section.

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  1. Click on the image-20240712-100017.png-button at the right-hand side to start the rule configuration.

  2. Select the survey for which you want to set up ruling.

  3. Select one of the Survey specific rules.

image-20240712-100234.png

  1. Fill in the settings or threshold for the rule based on the rule you picked.

  2. Click on the image-20240712-100452.png-button to validate the rule.

Insocial - Feedback Solutions (12).mp4

  1. In the menubar, select “Settings”.

  2. Under “Settings”, select the “Ruling” item.

  3. Here you see an overview of all the rules created.

Example: Your overview could look like this.

image-20240712-095331.png

  1. At the bottom of each rule, you should see a toggle switch indicating whether the rule is "active" or "inactive".

  2. Toggle the button to set the rule to either “active” or “inactive” based on your needs.

Insocial - Feedback Solutions (13).mp4

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