question Post-chat survey trigger condition not working in Developer forum

Post-chat survey trigger condition not working

Keszia — Sun, 22 Jun 2025 22:04:34 GMT

I have created a post-chat survey which works however it appears every time the chat is ended. I wanted to customise the frequency in which it appears to the same user so I created a trigger condition however this doesn't work, and the post-chat survey continues to trigger/appear to the end user every time.

I have also assigned the survey to the queue.

If I deactivate it from the queue, it doesn't appear at all when the user or agent ends the interaction, and having it appear within the interaction/chatbot is a requirement of the business.

What can I do to make the post-chat survey trigger as per the trigger conditions within the interaction?

Re: Post-chat survey trigger condition not working

AfzalKhan — Tue, 24 Feb 2026 17:58:49 GMT

Hi, did you find out the solution?

Re: Post-chat survey trigger condition not working

Keszia — Tue, 24 Feb 2026 20:26:13 GMT

Hi, not yet, but we suspect it is something to do with now the VA is built and what OOTB topics it points to, as it does not point to our custom topics that were copies of the OOTB ones.