Genesys Cloud survey guides.

Practical answers to the survey questions Genesys Cloud teams ask most. Each guide gives the native Genesys steps first, then where CX Index fits. They come from the questions we see on the Genesys Community and in our own projects.

Native first.

Every guide starts with how to do it in Genesys Cloud, with links to the Genesys documentation and community threads behind each step.

10Guides

NativeSteps in Genesys Cloud

Reviewed21 October 2026

The guides

Pick your question.

How to set up a post call voice survey in Genesys CloudGenesys Cloud runs post call voice surveys through a voice survey flow, started by a Set Post-Flow action in Architect.How to survey customers after a Genesys Cloud callbackSet Post-Flow does not cover the outbound leg of a callback, so the usual post call survey either never starts or runs too early, before the callback happens.How to stop a Genesys Cloud survey on some callsSet a participant data flag from the agent script and check it at the top of the survey flow, or use a Clear Post-Flow action in Architect.How to handle Genesys Cloud surveys after a transferThe survey starts when the last agent leaves the call and the customer is still on the line.How to survey only certain wrap up codes in Genesys CloudYou cannot do this natively today.How to survey outbound calls in Genesys CloudSet Post-Flow is only available in inbound and in-queue flows, so outbound calls need a workaround.How to export Genesys Cloud survey results and commentsThe Genesys Cloud interface has no bulk export of individual responses and free text comments.How to get Genesys Cloud survey results into SalesforceWrite the key survey values to interaction attributes and map them to custom fields on the Salesforce activity.How to survey web messaging and chat in Genesys CloudBy default Genesys Cloud sends web survey invitations by email, after a delay.How to send SMS surveys from Genesys CloudBuild a web survey and a survey invite flow, then add a web survey policy for the Message media type.

Choosing a tool

Comparing survey tools for Genesys Cloud CX?

Read the buyer's guide to Genesys native surveys, CX Index, Feebak VOC, Mindful Feedback, Sixbell, Qualtrics and Medallia.

Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026.

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Questions

Frequently asked questions.

How do I set up surveys in Genesys Cloud?

Voice surveys use a voice survey flow started by a Set Post-Flow action in Architect. Web, chat and SMS surveys use a web survey form, a survey invite flow and a survey policy. Each guide here gives the steps.

What can Genesys Cloud surveys not do natively?

Common gaps include surveys after agent first callbacks and outbound calls, surveys based on wrap up codes and bulk export of comments. The guides cover the workarounds.