question Can VA Chat Survey be made optional in Virtual Agent, NLU forum

Can VA Chat Survey be made optional

Ujjwal1 — Mon, 11 Aug 2025 11:07:57 GMT

hi
I have used post chat survey. Issue is , it is mandatory for each user .

Please suggest , if we can make it optional.

Thanks

Ujjwal

Re: Can VA Chat Survey be made optional

Dr Atul G- LNG — Mon, 11 Aug 2025 11:11:05 GMT

Hi @Ujjwal1

https://www.servicenow.com/docs/bundle/yokohama-conversational-interfaces/page/administer/conversational-interfaces/concept/ci-conversational-chat-surveys.html

Re: Can VA Chat Survey be made optional

SANDEEP28 — Mon, 11 Aug 2025 11:41:25 GMT

@Ujjwal1 The post-chat survey cannot be made optional. However, there is a checkbox field labeled "Requester Ended" on the chat survey form. If this box is checked, the survey will be triggered when either the user or the agent ends the chat. If it’s unchecked, the survey will only be triggered when the agent ends the chat.

Other workaround is, you can make survey question optional in survey configuration so that user will see skip option during submitting survey.

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Re: Can VA Chat Survey be made optional

Ujjwal1 — Mon, 11 Aug 2025 12:01:46 GMT

hi @SANDEEP28
thanks for your suggestion, but that will not work

#1: survey will not trigger for User(which is needed).

#2: "question optional in survey configuration so that user will see skip option during submitting survey." : this will make questions as optional. But survey will still be mandatory.

Re: Can VA Chat Survey be made optional

Ujjwal1 — Mon, 11 Aug 2025 12:02:39 GMT

hi @Dr Atul G- LNG
thanks for doc url. But it did not show any option for make survey as optional.

Thanks

Ujjwal

Re: Can VA Chat Survey be made optional

Dr Atul G- LNG — Mon, 11 Aug 2025 12:08:48 GMT

Hi @Ujjwal1

Yes, we can’t make it optional it seems, but please review this:

Build survey content: Survey Designer provides various controls for defining survey questions. The example above shows the choice list control, which displays a list of items that your users can choose from. Each survey question has corresponding properties that you can set to manage survey behavior. For instance, you can make a survey response mandatory. If you make a survey response optional, users can skip the question in the survey. You can also configure your survey so that an introductory note starts the survey and an end note displays after users finish the survey.

Re: Can VA Chat Survey be made optional

Ujjwal1 — Mon, 11 Aug 2025 12:23:43 GMT

hi @Dr Atul G- LNG

thanks for your input. But it is giving option to make questions as optional(if that questions need to filled or skipped). but over all survey still be mandatory.

what i am looking for, we user have option to skip survey ( not individual questions in survey)

Re: Can VA Chat Survey be made optional

Dr Atul G- LNG — Mon, 11 Aug 2025 12:26:18 GMT

So mate, there’s no alternate then — it’s either make it or all or for none.