Post Chat Surveys for Chat Queue

[Mithun]

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?

[Jayaraj Periasw]

After Changing the value to "postchat" it still doesn't work, are there any additional configs?

[Mithun · Accepted solution]

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)

[Jayaraj Periasw]

Thanks Mithun, I did follow the docs. One discovery is that, "Image Scale" survey jus show up as "no data found". I used the OOB "Virtual Agent Feedback" survey but it still keeps up showing during pre-chat. I will keep this updated if I figure out what is wrong.

[Mithun]

Great!

Now if you change the type to post-chat, you see it triggering post chat.

Looks like something wrong with your image scale. That is the reason it is not appearing.

[rwhite]

Hi Jayaraj - I am experiencing this issue.  Did you find the resolution for this?  Thanks