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How to survey customers after a Genesys Cloud callback.
Set 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. The native fix is to set the post flow through the API while the call is still live.
With CX Index.
CX Index triggers the survey from the Genesys interaction itself, so callbacks are surveyed the same way as inbound calls. The agent does nothing.
In Genesys Cloud
The native way, step by step.
Step 1
Consider customer first callbacks. A Genesys moderator recommends them as good practice, so test how surveys behave with them first.
Step 2
For agent first callbacks, create a data action that calls the post flow action API for the customer's side of the conversation.
Step 3
Give the integration the permission conversation:call:setMandatoryPostFlowAction.
Step 4
Run the data action from a button in the agent script, early in the call, before the agent can disconnect. Some teams instead blind transfer to a flow that sets the post flow and then disconnects.
Step 5
Point the post flow at your voice survey flow and test it on real callbacks.
Worth knowing
Before you build it.
Timing
The post flow has to be set while the call is live. If the agent disconnects first, the customer is gone.
The agent decides
A script button means the agent chooses who gets surveyed. Track the share of callbacks each agent sends to the survey.
IDs
The API call needs the conversation, participant and communication IDs, so they must exist before the button is pressed.
Sources
Where the steps come from.
- Genesys Community: Is it possible to trigger a CSAT survey after a callback?
- Genesys Community: Set post call actions for voice calls using public APIs
- Genesys Community: Post call survey not triggering after agent first callback
- Genesys Cloud Resource Center: Set Post-Flow action
Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date.
More Genesys Cloud survey guides
Keep reading
Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026.
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Questions
Frequently asked questions.
Why does my Genesys Cloud survey not start after a callback?
Set Post-Flow is only available in inbound and in-queue flows, and common modules called from them. The outbound leg of a callback is not covered, so the post flow has to be set through the API while the call is live.
Can CX Index survey Genesys Cloud callbacks?
Yes. CX Index surveys callbacks the same way as inbound calls, with nothing for the agent to do.