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TextFlow

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About TextFlow

You can automate workflows based on topics, sentiments, and actionability in customer feedback. You can target topics you’ve created yourself in Text iQ, or pull from Qualtrics’ library of topics. When basing workflows on sentiments, you can target the overall sentiment of the response, or specify by topic. You can use the actionability of a response to begin a workflow if the response requires immediate action.

Example: You are collecting general company feedback in a customer-facing survey. Whenever negative sentiment is detected relating to a certain team or function, you want to make sure the right people get a notification. You create a workflow for each team, and specify the topics and sentiments that should trigger their notifications.
Example: When the topic of “support” is mentioned negatively in feedback, we send a Slack message to the head of the Support Team and an email to all the Support Team’s managers.

Text iQ and Survey Setup

When using Text iQ to power your workflows, you have the option of using your own analysis or pulling from a library of topics Qualtrics has provided. If you want to use your own analysis, then the very first step is to make sure you have a survey with a text entry question in it. From there, you need to collect at least one response before you can start building topics in Text iQ.

Below are some resources to help you get started on Text iQ.

  • Text iQ Functionality: Navigating Text iQ, saving changes, and the spellcheck and lemmatization capabilities.
  • Topics in Text iQ: How to create and manage Text iQ topics. Also includes how to build complex searches.
    Qtip: Use search queries to build topics that will be automatically tagged on responses as they come in. In order for the workflow to detect Text iQ topics, the topic must defined by a search query; workflows will not detect the topic if it is manually tagged to the response
  • Sentiment Analysis: How to edit and perform sentiment analysis.
  • Actionability: How to determine the actionability of a response.
  • Widgets in Text iQ: How to read and manage the widgets that appear directly inside Text iQ.

Setting Up Workflows Based on Text iQ

Attention: Imported responses will not be evaluated by Text iQ workflows. Only responses submitted through the survey or updated via API will interact with the workflow.

Qtip: You can also set up workflows like these in the global Workflows page, but given that these kinds of workflows are always linked to a specific project, it’s usually easier to use the Workflows tab in a project.
  1. Navigate to the Workflows tab in your project.
    In the workflows tab, clicking "create a workflows" and then "started when an event is received"
  2. Click Create a workflow.
  3. Choose Started when an event is received.
  4. Select Survey response.
    Picture of new window with lists of events, survey event at the top
  5. Determine when you want the workflow to be triggered.
    Another new window where you select "newly created responses" and/or "responses updated via the Qualtrics API"

    Qtip: Most often, you will select Newly created responses, especially if you have automatically tagged topics.
  6. Click Finish.
  7. Click the plus sign ( + ) and then Conditions.
    Image of action with a survey repsonse event in it. Below the event, the plus sign is clicked, revealing an option for "conditions"
  8. In the first dropdown, select Question.
    Image of a condition in an action
  9. Select the text entry question where you ask for feedback.
  10. Select the field again.
    Qtip: This step is most helpful for forms, where there might be multiple answers provided in one question.
  11. Select one of the following:
    • Topic is: Choose from topics you created or from topics developed by subject matter experts at Qualtrics.
      Image of a "topic is" condition being built, with the library of topics expanded
      You can then determine if the workflow is only supposed to be triggered if the topic is detected / not detected, or if you want to detect a specific sentiment for this topic only.
      Showing the final options for a "topic is" condition, which is where you choose between the topic is detected, isn't detected, or to move to topic-specific sentiment

      Qtip: Queries longer than 1000 characters cannot be used in a Workflow condition. The limit for open text is 1000 characters; any text value longer than this limit will be cut off and not included in the workflow.
    • Sentiment is: Base the workflow on the overall sentiment of the feedback response.
      Image of a sentiment condition
    • Actionability is: Base the workflow on the actionability of the response. creating a condition based on the actionability field from text iq
  12. Add additional conditions as needed. See Creating Conditions for more guidance.
    Indicating "crete condition" buttons where you can add more

    Example: When the topic of “support” is mentioned negatively in feedback, we want to send a Slack message to the head of the Support Team – but only if a second topic, “support site,” is never mentioned. (Note that to accomplish this, the example below says “All of the following are true.”) This is because the support site is run by a separate team, who we’ll create a separate workflow for.
    All of the following are true: the topic "support" has negative sentiment when people fill out this feedback question, and the topic "support site" isn't detected
  13. Click the plus sign ( + ) and then Task to add a task to your workflow, which is what will happen when the workflow runs.
    Image of an action. Under the conditions is a plus sign that, once clicked, has a "Tasks" option

    Example: Send a Slack message, an email, a Microsoft Teams message, or even an in-Qualtrics notification to the team you’re escalating this feedback to.

Qtip: Once your workflow is configured, make sure it is enabled.

The same notification as the above, but the warning text is gone, and the "turn on/ off" column is set to on

Templates

Qualtrics’ subject matter experts have created multiple pre-built textflow templates for you to use. These templates help you identify key topics and sentiments in text responses and act on text analytics insights quickly. When creating a new workflow, search the catalog for the template you’re interested in.
in the catalog, navigating to the templates section or using the search at the top

Currently available textflow templates include:

  • Send a notification based on open text sentiment and topics: Send automated notifications (e.g., by email) when verbatim feedback contains topics or sentiments of concern.
  • Create a Qualtrics ticket when checkout or account setup issues occur: Generate a Qualtrics ticket to close the loop when open response feedback mentions checkout or account setup issues on your website or app.
  • Create a Zendesk ticket when customers have unresolved issues in open text feedback: Generate a Zendesk ticket to close the loop when customers say they have unresolved issues.

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