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How to send SMS surveys from Genesys Cloud.
Build a web survey and a survey invite flow, then add a web survey policy for the Message media type. The policy starts your invite flow when the SMS conversation ends, and the flow sends the link by SMS. For voice calls, a short voice survey for the score and an SMS link for the comment works well.
With CX Index.
CX Index sends SMS and WhatsApp surveys after any Genesys interaction, including voice calls. Every answer is linked to the conversation behind it.
In Genesys Cloud
The native way, step by step.
Step 1
Build the web survey form in Genesys Cloud.
Step 2
Create a survey invite flow in Architect.
Step 3
Build the invite flow so it sends the survey link by SMS.
Step 4
Add a web survey policy for the Message media type, so the flow starts when the SMS conversation ends.
Step 5
Test it end to end on a real SMS conversation.
Worth knowing
Before you build it.
The policy is the key
Several teams get stuck until they add the policy for the Message media type.
Voice plus SMS
Callers will press a key for a score. Spoken comments need speech recognition in your language, so many teams send the comment question by SMS.
Consent
Check you have permission to text the customer before you send the link.
Sources
Where the steps come from.
- Genesys Community: SMS post survey via web survey invite flow
- Genesys Cloud Resource Center: Create a web survey policy
- Genesys Community: Building surveys
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 Check the current Genesys documentation before you build, and tell us if anything here is out of date.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.
Can Genesys Cloud send survey invitations by SMS?
Yes. A web survey policy for the Message media type starts your invite flow when the SMS conversation ends, and the flow sends the link by SMS.
Can CX Index send SMS surveys after a phone call?
Yes. CX Index sends SMS and WhatsApp surveys after any Genesys interaction, including voice calls.