---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/conversational-interfaces
Release :
- yokohama
ft:locale :
- en-US
ft:publication_title :
- Yokohama Conversational Interfaces
ft:clusterId :
- convint
bundleId :
- convint
workflow :
- Platform
---
# Chat surveys
# Chat surveys {#ariaid-title1}
* Release version: Yokohama
*
* Updated March 27, 2025
*
*  2 minutes to read
Summarize
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## Summary of Chat surveys
Chat surveys in ServiceNow Yokohama release enable you to collect important information from end users through conversational questionnaires within the chat client.
These surveys can be presented before and after chats with live or virtual agents, replacing traditional forms to gather preliminary user details and post-chat feedback efficiently.
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## Key Features
* **Survey Designer:** Allows administrators to create tailored surveys with various question controls such as choice lists. Questions can be set as mandatory or optional, and surveys can include introductory and concluding notes for better user guidance.
* **Chat Context Variables:** Survey responses can be optionally saved into chat context variables. This enables dynamic routing of chats to appropriate live agents or virtual agent topics based on user input.
* **Integration with Chat Client:** Surveys run as conversational interactions in the chat client, providing a seamless user experience.
* **Activation Controls:** Pre-chat surveys can be managed globally via Conversational Interfaces settings and specifically toggled on or off for Now Assist Self Service using system properties.
* **Post-Chat Feedback:** Post-chat surveys collect user feedback on their experience, linked to the live agent via related records for comprehensive interaction tracking.
## Practical Implementation Steps
1. **Define Chat Context Variables (Optional):** Set up variables to store specific survey responses for use in routing or virtual agent conversations.
2. **Create Chat Surveys:** Use Survey Designer to build pre-chat and post-chat conversational questionnaires and map relevant questions to context variables if needed.
3. **Configure Pre-Chat Surveys:** Specify which pre-chat surveys display to requesters based on defined conditions.
4. **Configure Post-Chat Surveys:** Set up post-chat questionnaires to capture feedback on live agent interactions.
5. **Virtual Agent Integration (Optional):** Use pre-chat survey data to automatically select Virtual Agent conversation topics, improving user experience by eliminating manual topic selection.
## Key Outcomes
By implementing chat surveys, ServiceNow customers can streamline information gathering, improve chat routing accuracy, and enhance feedback collection. This leads to more efficient and personalized support experiences, better agent assignment, and valuable insights into customer satisfaction.
Display conversational questionnaires to your end users to gather important information
from them, before and after they chat with a live or virtual agent.
## How chat surveys work {#ci-conversational-chat-surveys__section_gtg_yzg_ssb}
Instead of using forms to collect information from your requesters, you can create different
questionnaires that run in the chat client to capture preliminary user information or post-chat
feedback. The questions in the following pre-chat survey example ask users to identify their
service issue and to provide additional details.
Figure 1. Example pre-chat survey conversation
Survey administrators and administrators use [Survey Designer](https://www.servicenow.com/docs/access?context=c_SurveyDesigner&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US) to:
* 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.
* (Optional) Save certain survey responses as chat context: When defining your survey, you can map a particular survey question to a chat context variable so that survey responses are stored in the context variable. You can then use these variables to route chats to live agents in certain queues, by specifying the chat context variables in routing conditions or to the virtual agent.
{#ci-conversational-chat-surveys__ul_bfz_1jl_zjb}
After creating the surveys, administrators configure the surveys to run as conversations in
the chat client. The chat client renders the chat survey as a live chat conversation.
## Activating and deactivating pre-chat surveys in Now Assist {#ci-conversational-chat-surveys__section_pwy_sjv_52c}
By default, you can manage pre-chat surveys by navigating to AllConversational interfacesSettings and and opening Pre-chat surveys in the General tab. Now Assist honors these settings in both Virtual Agent and Self-service.
You can also turn pre-chat surveys on and off specifically for Now Assist Self Service. Navigate to Allsys_properties.list, and under com.glide.cs.nass.prechat.enabled set the value to True or False.
## What to do next {#ci-conversational-chat-surveys__section_lfj_j1h_ssb}
Setting up chat surveys involves these main steps:
[1. (Optional) Define chat
context.](https://www.servicenow.com/docs/8bAn0UJ~5THSinULZ8opTg "Specify chat context variables, also called Live Agent chat variables, for storing chat-related information, such as pre-chat survey responses. These variables contain contextual information that can be used to determine topic intent or control how chats are routed to live agents. You can also define variables to capture contextual information passed in Virtual Agent topic scripts to share with live agents.")
: Configure the chat context variables for storing survey responses using Context Variables in Chat Settings.
[2. Create chat surveys](https://www.servicenow.com/docs/nhKgPf2Nhg96LMMWoU1QrQ "Use Survey Designer to build conversational questionnaires for gathering pre-chat information and post-chat feedback from end users. These questionnaires run in the chat client for Virtual Agent and Agent Chat.")
: In Survey Designer, build your conversational questionnaires for gathering pre-chat
information and post-chat feedback from your requesters. If you defined chat context
variables to store certain survey responses, you can map the appropriate survey question to
the corresponding chat context variable.
[3. Define pre-chat survey
configurations.](https://www.servicenow.com/docs/8_F6UFhtKmyZ_8HEOEdpOg "Use pre-chat surveys to capture preliminary information from a customer. You can define a configuration that determines the pre-chat survey to be presented to your customers. From the responses received, Advanced Work Assignment routes chat conversations to appropriate queues and groups.")
: Determine the pre-chat questionnaire to be presented to your requesters based on
conditions that you apply.
[4. Define post-chat survey
configurations.](https://www.servicenow.com/docs/uQAnoIck4AwMdBZZCGDydg "Control the post-chat questionnaire displayed to your requesters to gather feedback on their experience with live agents. You configure the post-chat surveys to be used for chat queues defined in Advanced Work Assignment.")
: Control the post-chat questionnaire displayed to your requesters to gather feedback on their experience with live agents.
[5. If using Virtual Agent, define context topic intent configurations.](https://www.servicenow.com/docs/L8pdvjfS097dLIlzjpebhA "Use pre-chat survey information to determine the appropriate Virtual Agent conversation topic automatically displayed to end users (requesters), rather than prompting them to choose from a list of conversation topics.")
: Use pre-chat survey information to determine the appropriate Virtual Agent conversation topic automatically displayed to your
requesters, rather than prompting them to choose from a list of conversation
topics.
The Interaction Related Records list stores the post-survey chat results and creates a related record that links the assessment to the live agent (fulfiller).
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