Worldline Smart Engage

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What is Worldline Smart Engage?

A few important information good to know before using Worldline Smart Engage.

Worldline Smart Engage is a service provided by Worldline that allows you to conduct customer surveys using payment terminals. It is compatible with Ingenico and Castle payment terminals, enabling you to gather feedback during the check-out process. The Smart Engage service consists of two components:

1. Smart Engage App: Automatically installed on your payment terminal after onboarding SmartPOS. It allows you to collect customer feedback through various survey formats.
2. Back Office Online Service: Used for setting up surveys, managing campaign workflows, and analyzing the gathered data.

As a merchant, you can create surveys and campaigns through the back office, linking them to the terminals to initiate surveys. Depending on your campaign configuration, survey campaigns can run before or after the payment. The system supports a variety of survey question types and allows you to customize the flow of questions based on customer responses.

[Image: A woman working on a laptop at a desk, with a payment terminal in the background showing a QR code.]

Starting with Smart Engage

Create your Smart Engage account

1. Open the app and follow the steps to create your account. A confirmation email will be sent to your registered email address.
2. Click the link provided in the email to access the back office, where you can log in using the credentials you set up within the app.
3. If you have multiple terminals, you can log in directly on each of them through the app to connect them to your account.

[Image: A step-by-step visual guide showing account creation, connecting to the back office, creating a survey, signing into the account, and a successful setup message.]

Note: If you've already set up an account for Worldline POS Advertising, you can use those existing credentials to log in immediately.

Creating an survey

Glossary

Key terms related to the Worldline POS Advertising system to help you understand its features and functionalities.

• Campaign: An organized collection of surveys in the Smart Engage system designed to collect feedback from customers. A campaign is scheduled over a specific time frame and you can implement multiple surveys at designated times and locations.
• Scenario: A specific arrangement of survey questions (screens) that outline how feedback will be collected. Scenarios can include one or multiple screens, and a single scenario can be used across various campaigns.
• Screen: The individual questions or prompts shown to customers during the survey process. Various types of screens can be utilized, including Yes/No, Smiley, Stars, Extended-choice, QR-code, and Info screens, each designed for specific purposes.
• Flow: The order in which screens are displayed based on customer responses. Setting up the flow allows for dynamic adjustments depending on how the customer interacts with the previous screens.

[Diagram: A flowchart showing the relationship between Campaign, Scenario, Screen, and Flow.]

Creating a survey (1/3)

Create a new scenario

1. Select the Scenario tab in the left menu of the back office.
2. Select Create a new scenario.
3. Define the scenario name.
4. Click Validate to proceed.

[Image: A visual representation of the steps to create a new scenario in the back office interface, including fields for scenario name and type.]

Creating a survey (2/3)

Create a new scenario

1. Add new screen.
2. Define its name and select type.
3. Click on Create.

[Image: A visual representation of adding a new screen to a scenario, with fields for screen name and type.]

Repeat for next screens.

After adding screens, you can type in questions and manage options based on the selected screen type.

Creating a survey (3/3)

Defining flow of the scenario

1. Use Edit mode (marked with a pen icon ✍️) for the created screens to establish the scenario flow.
2. Using dropdown options available below each answer in the screen view, select the next screen that should appear after the customer provides their response on the terminal.
3. Submit the changes by clicking Validate.

Note: All responses for the same screen can have the same next screen chosen for display.

[Image: A visual representation of defining the scenario flow, showing how answers link to subsequent screens or the end of the scenario.]

Screen types

Smart Engage provides the option to use various screen (question) types to create a survey scenario. The scenario can contain either a single screen or multiple screens, depending on the topic and requirements.

Screen Types:

• Yes/No: A straightforward two-option question format.
• Smiley: A three-option question format that uses smiley faces ??? to assess customer sentiment.
• Stars: A rating system that enables customers to evaluate experiences on a scale (e.g., 1 to 5 stars ⭐⭐⭐⭐⭐).
• Extended-choice: A screen that provides multiple response options for more detailed feedback.
• QR Code: A screen that directs customers to additional resources or surveys outside the terminal.
• Info: A screen that directs customers to additional resources or surveys outside the terminal.

The respective screens may be combined into one flow using answer options referrals. For example, the answer Yes in the first screen may lead to screen 2 and the answer No may lead to screen 3 etc.

[Diagram: An example of a survey flow with Yes/No questions and a subsequent rating scale.]

Defining delay between screens appearance

Creating first survey

The survey may be automated for screen appearance, meaning the screens will be displayed consecutively. Alternatively, the entire survey may automatically terminate (based on the provided scenario) if the user does not respond. Each screen may have a different delay (defined in seconds) after which the next screen will be displayed. The delay can be set anywhere from 0 to a maximum of 120 seconds. The delay establishes the maximum time allowed for answering the question.

[Image: A slider interface to set the delay time between screens in seconds, with a range from 1 to 120 seconds.]

Different screen types (1/6)

Yes/No Screen

Yes/No questions are used for closed questions, with each answer directing to the next step or ending the scenario; the same applies to timeouts.

[Image: A visual representation of a Yes/No question in the back office and on the payment terminal.]

Different screen types (2/6)

Stars screen

Star rating lets users select 1 to 5 stars, with each choice guiding to the next step or ending the scenario. This allows different follow-ups based on the score or customer satisfaction. The same applies to cancellations or timeouts.

[Image: A visual representation of a star rating question in the back office and on the payment terminal.]

Different screen types (3/6)

Smiley screen

The Satisfaction request gauges the user's mood with three options; each leads to the next screen or the scenario's end. The same applies to timeouts.

[Image: A visual representation of a smiley face rating question in the back office and on the payment terminal.]

Different screen types (4/6)

Extended-choice screen (Scoring)

Allows users to rate from 1 to 10, with the maximum number shown on the screen selectable. The next step is the same for all choices.

[Image: A visual representation of a scoring question (1-10) in the back office and on the payment terminal.]

Different screen types (5/6)

QR-code screen

Displaying a QR code presents a URL (mandatory, max 255 characters) that can be scanned for more info, such as sales, promotions, or social media links. The "Show buttons" box is checked by default to display Validate and Cancel buttons. The acknowledgement defines the next step or end of the scenario, including for timeouts.

[Image: A visual representation of a QR code screen in the back office and on the payment terminal, with a URL and options to show buttons.]

Different screen types (6/6)

Info screen

The Information screen delivers a message to the user, such as a closing message or upcoming promotion. The "Show buttons" box determines whether Validate and Cancel buttons are displayed. The acknowledgment sets the next step or scenario end, including for timeouts.

Tip: set the answer referrals (scenario flow) after all screens are defined.

[Image: A visual representation of an information screen in the back office and on the payment terminal, displaying a promotional message.]

Defining campaign (1/2)

Defining screens for the scenario

1. Select the Campaign tab in the left menu of the back Office.
2. Select Create a new campaign.
3. Fill-in the campaign name.
4. Click Validate to submit and proceed to the next step.

Define scenario:

1. Choose Scenario from the Campaign submenu.
2. Select scenario from the list or Create a new one.
3. Click Register.

[Image: A visual representation of the steps to create a new campaign and link it to a scenario in the back office.]

Defining campaign (2/2)

Defining triggering parameters

1. Select Trigger parameters from the campaign submenu.
2. Set a timeslot, the days, then the start and end hours.
3. Select the Shop (one or more).
4. Save.

[Image: A visual representation of setting campaign triggering parameters, including dates, times, days, and shop selection.]

Prioritizing campaign

Multiple campaigns can be active at the same time. To prevent potential conflicts regarding which campaign should be available on the terminals at any given time, the back office provides the option to set an appropriate priority.

1. Select the Campaign tab in the left menu of the back Office.
2. Select Prioritize.
3. Select the campaign from the list.
4. Validate.

[Image: A visual representation of the campaign prioritization interface, allowing users to reorder campaigns.]

Thank you.