Post Chat Surveys for Chat Queue

Mithun · ‎07-25-2022

I am trying to set up post-chat surveys. After setting up, it was triggering as pre chat survey. However, understood that type field default value is pre-chat and this needs to be changed to post-chat to make surveys trigger post chat. After making this change, survey is not triggering at all. Any idea what would be going wrong?

Mithun · ‎11-10-2022

If you follow the steps in the documentation, you get the survey working. However, it will be a pre chat survey.

Define post-chat survey configurations (servicenow.com)

Once you change the type it can trigger post chat.

If your survey is not triggering, could be because some of the question types are not supported in chat survey. I would suggest that you may try using the OOB chat survey.

Create chat surveys (servicenow.com)

View solution in original post

Community Alums · ‎07-25-2022

Hi Mithin,

Go through this doc :https://docs.servicenow.com/en-US/bundle/sandiego-servicenow-platform/page/administer/conversational...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

Mithun · ‎07-25-2022

Hi Sandeep,

Thanks for you reply.

I followed this. And this does not even mention about type field sys_cs_survey table. I had to reach out to servicenow support for it.

Mithun · ‎11-09-2022

On sys_cs_survey table, there is a fild "type". This always has Pre-Chat as default value. This need to be updated to Post-Chat to make the survey a post chat survey.

Yuan Ye · ‎11-09-2022

I experienced the same issue. Had to manually change the type to post chat in sys_cs_survey table.