CallHub currently supports one-way integration with PDI, and we aim to bring the full-fledged version soon. As you have seen in the setup article, all you need is your PDI username and API key to complete the integration setup.
Note: To gain access to PDI in each sub-account, users must connect PDI with each sub-account individually.
Users can import survey questions from PDI into CallHub. The imported questions will be accessible in the 'Surveys' section under Call Center campaigns. The survey questions are compatible with both Linear and Branched Scripts in CallHub.
It is important to note that every survey question created in PDI should have the Answer ID Flag and the Code. If these fields are missing in the survey question, then that survey question will not be available in CallHub.
To move forward with setting up the surveys imported from PDI, click "Questions" in the script section of the campaign.
Next, you need to choose "MCQ Questions" or Multi Select Questions under the PDI section.
Add the surveys to your campaign's script. Users have the option to personalize survey questions for their contacts by using personalized tags. It's important to note that these edits will not alter the original question in PDI.
Similarly, you can add Multi-Select Questions to your campaign. With the multi-select feature, as the name suggests, the agents can select multiple choices for a question and record it with the conversation.
Note that the list of questions for MultiChoice and Multi-select is the same. However, the section displays the options based on whether you have chosen MCQ or MSQ.
After you have set up the questions, you can choose tags for every response. These tags will be added to the contact after the agents have chosen them during the call.
If you have added a new survey in PDI after setting up the integration, you need to click "Sync" to sync the latest data from PDI into CallHub.