Virtual Agent survey on faulted/timed out conversations

[Richard Kiss1]

Hi Everyone,

I have noticed, that the Survey topic set in the Custom greetings and setup -> Default chat experience -> Setup topics is triggered only if the conversation ends in a "normal" way. User ends it, agent ends it, topic reaches end etc. but it is not triggered when a conversation ends with an error, or when a conversation times out. 

I've tried to find where is the trigger condition for this, but couldn't find it. The only thing is the survey probability system property, but that does not apply here.

Does anyone have an idea how could I trigger the survey even if a conversation ends because the user times out?

Thanks

[Ash44]

If we are talking where the transfer to a live agent times out you would not be able to send a survey out as it has already left the Virtual Agent is my understanding.

You can then modify this one to add a topic block called survey triggering the survey you want to run.

Then you would modify your default chat experience to utilise the modified error handling topic instead.

[oogabooga]

Hello @Richard Kiss1 , I'm currently experiencing the same issue. Did you find a solution for this?