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Brilliant Navigator - API 

Overall Technical Specification for Automated Recruitment to Surveys via API

1. Background

Automating customer surveys means that Brilliant sends out phone-, SMS- or email-based surveys directly after completed calls, cases, or transactions.
For this to work, you need to develop a script or application that performs the following:

  • Captures data from your systems (e.g., telephony, CRM, or case management).

  • Filters out contacts who should not receive a survey (e.g., dropped or very short calls).

  • Retrieves a JWT token from the Brilliant Navigator API.

  • Sends a recruitment request to the API with the respondent’s contact details and relevant parameters.

2. Data to be Transferred

To carry out a recruitment request, at minimum the customer’s phone number or email address is required, as well as reference codes for the agent and survey.

Parameter Description Unique per call
CompanyRefCode Organization ID provided by Brilliant No (unless multiple accounts are used)
PhoneNumberOrEmail Customer’s phone number or email address Yes
AgentRefCode Reference code for the agent handling the case, e.g., phone ID Yes
SurveyRefCode Survey reference code (varies across groups/lines) Yes
LanguageCode Language to be used for the survey (SE/NO/DK/FI) No, unless multiple languages are used
MetaKey (optional) Customer reference or other unique identifier Yes
Attributes (optional) Metadata in JSON format, e.g., call duration, wait time, call type Yes

3. Recommended Flow

Requests should be made immediately after each completed call or case.
This ensures that the customer receives the survey close to their interaction, which increases the response rate.

We recommend accommodating the reception and storage of the ResultCode returned by the request.
This helps with follow-up on issues such as invalid agent references or incorrect phone numbers.

Survey Logic:

  • Brilliant Navigator calls the respondent after approximately 5 seconds (configurable).

  • The survey takes less than 2 minutes to complete.

  • Results are displayed immediately after the survey is completed.

Note: Brilliant has built-in controls to:

  • prevent customers from being contacted too frequently,

  • avoid survey sends at inappropriate times,

  • distribute response opportunities more evenly over the month (randomization function).

4. Support

If you have questions or need assistance,
please contact us at support@brilliantfuture.se