How to Use Prechat Surveys

Raj64
Tera Guru

Hello everyone,

When a user starts a VA conversation, I'd like them to be asked immediately whether they want a live agent or virtual agent. If they pick live agent, then I want to route them to one of several queues.

What's the best way to do this?

I'm thinking a prechat survey, but I don't know how to route to VA or Live Agent based on the user's response.

1 REPLY 1

Victor Chen
ServiceNow Employee
ServiceNow Employee

Hi, we've done a Virtual Agent Academy video about prechat surveys: