Define pre-chat survey configurations

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.

Before you begin

Create the chat survey to be used in this pre-chat survey configuration.

Role required: admin

About this task

Apply the conditions that determine the pre-chat questionnaire to be presented to your requesters.

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. Under Pre-chat surveys on the General tab, select View all.
3. On the Chat Surveys page, select New to create a new chat survey configuration or select the configuration you want to update.
4. Under Details, enter or change the settings.

   Field	Description
   Name	Unique name for this pre-chat survey configuration.
   Active	Option that activates this pre-chat survey configuration.
   Show Summary	Option that asks requesters if they want to see a summary of the survey responses they entered.
   Order	Number that indicates the order in which survey configurations run. If there are multiple pre-chat survey configurations, the system runs the first survey configuration found, from lowest to highest order.
   Condition mode	Type of condition to be used to control the conversational survey presented to requesters. Advanced: Specify a JavaScript scripted condition. Simple: Specify a condition using the condition builder.
   Condition	Condition that controls when the survey configuration is used. Select Set Condition to specify the conditions.
   Survey	List of the pre-chat surveys available. Choose the survey to be presented to the requester.

5. Select Save.

Result

When a requester completes the pre-chat survey, the user is transferred either to a live agent if Agent Chat is set as the fulfiller interface or a virtual agent if Virtual Agent is set as the fulfiller. The user's pre-chat responses are stored as context in the chat interaction record. Before entering into a chat conversation, the assigned agent can review the context of the issue.