Chat Survey after end user clicking end conversation

[Cal]

Is it possible to have 1 or more surveys depending on whether an end user uses the virtual agent and/or live agent chat be displayed when an end user clicks the end conversation button?

Many thanks.

[Logan Poynter]

Hello,

This sounds like what is offered OOB with Virtual Agent Feedback Survey, Virtual Agent Satisfaction Survey, Service Desk Post Chat Survey, and Service Desk Satisfaction Survey. Can you elaborate more on your requirement and expected outcome? 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
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LinkedIn 

[Cal]

Hi Logan,

Thanks for the reply.

At the moment, we would like a survey(s) to be displayed when an end user clicks the "end conversation" button, we might need multiple surveys to be displayed depending if the end user has chatted to just to the virtual agent or chatted to both VA and live agent.

However, at the moment no survey is displayed and the conversation is immediately closed.

End conversation popup confirmation:

After clicking "end conversation", interaction is set to closed complete and end user can only start a new conversation:

Kind regards,

Caley

[Cal]

I have two surveys that I could display if conditions are met: Virtual Agent satisfaction survey and Live Agent satisfaction survey 

To add, we get surveys displaying when the live agent (fulfiller) ends the chat or when the end user says no to "Is there anything else I can assist you with?":

After clicking no:

[Logan Poynter]

Hello Cal,

Thanks for the clarification. Do you have trigger conditions for the VA Satisfaction Survey (Survey > Administration > Trigger Conditions)?

I'm not sure what order of operation may exist if two surveys meet trigger criteria, but I would assume it will give both surveys, but you're likely not seeing it because no trigger exists. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan
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LinkedIn