Send survey in now assist virtual agent after any interaction with virtual agent

[Rahul3211746984]

Hi Folks,

I have a requirement where I need to send the survey on Now Assist Virtual Agent after any interaction is done on virtual agent. User should be able to take the survey from within the virtual agent. Can anyone help me if that is achievable via OOB settings or some customizations?

Thank you in advance!

[Ankur Bawiskar]

@Rahul3211746984 

if you are talking about Virtual agent then yes you can do

check this

Surveys in ITSM Virtual Agent 

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[Rahul3211746984]

Let me provide more details about my scenario:

Lets say an end user searches on virtual agent that his laptop is running slow, LLM based virtual agent provides some steps in the response and the user is happy with suggested steps. He now wants to end the interaction and mentions that in his chat. Post that survey should be triggered automatically. At the backend though sys_cs_conversation record is still active and the interaction is also remains active in Now Assist Virtual Agent.

[akanksha1pa]

• After someone chats with the Virtual Agent, you want to show them a survey right there in the chat.

• You can do this using built-in settings in ServiceNow, with a small tweak.

• Just turn on the survey feature and set it to show up every time a chat ends.

• You can also add a final step in your chat flow that triggers the survey when the user says they're done.

This way, the survey pops up inside the chat window, even if the system still thinks the conversation is active.

[akanksha1pa]

To send a survey after any Virtual Agent interaction in ServiceNow:

1. Create a survey in Survey Management.

2. Design your Virtual Agent topic and add a step at the end to trigger the survey.

3. Use a script or Flow Designer to send the survey to the user.

4. Make sure the survey is active and the user has a valid email.

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