You're welcome Dee!  

Hi Dee!  You’re on the right track! If you're using a third-party survey and want to append the Sprinklr Case number to the link, you don’t need to rebuild the survey in Sprinklr. The best and most efficient way to do this is by using Survey Link Settings.

Here’s how to set it up step-by-step:

1. Configure Survey Link Settings

This is where you’ll define the base URL for your third-party survey and map your custom Sprinklr field (the Case number) to a URL parameter.

• Go to Customer Feedback Management and open Survey Builder.
• Click the gear icon next to the survey template you’re using.
• In the Survey Link Settings section, paste in the link to your third-party survey.
• Then, map your custom field:
  • Key: Select your custom field that holds the Case number.
  • Name: Enter the parameter name your survey tool expects (like caseid or casenumber). Sprinklr will automatically append this to the survey link when it’s sent.

2. Set Up a Rule to Send the Survey

You’ll need a Case Update rule to trigger the survey link via the social channel.

• Go to Rule Engine under Platform Setup.
• Create a rule with:
  • Scope: Customer
  • Context: Case Update
• Set your conditions (e.g., when a case is marked “Resolved”).
• For the action, choose Survey, and select the template you just configured.
• Specify the social channel you want to send it through.

3. Add an Opt-Out Statement

Since you’re using a third-party survey, Sprinklr’s built-in opt-out won’t apply. You’ll need to manually include an opt-out message in the template.

• In the message template, add something like:
  “Reply ‘STOP’ to opt out of future surveys.”
• Then, create a separate Ingestion rule to catch those opt-out keywords and flag or suppress future survey sends.

4. Alternative: Using a Social Post Asset

You can use an Asset with the survey link, but it’s trickier to dynamically append the Case number.

• Create the Asset in Digital Asset Manager.
• Include the survey link with a placeholder for the Case number.
• Use a Send Message action with a macro to reference the Asset.
• Just note: dynamically inserting the Case number into the Asset isn’t native, so this method is less reliable.

Hope this helps!  LMK if you have additional questions!