Chat Surveys

Overview

The Chat Survey is where you will create the Pre-chat, Post-chat and After-hours survey presentation for customers to obtain specific information. Below is an overview of the Chat Survey page:

Section

Setting

Description

Surveys

A. Surveys

Displays a list of the surveys created in the current Campaign

B.
Pre-chat survey

Post-chat survey

After-hours survey

From this drop-down menu, choose the first page to be displayed to the end-user on your web page when the chat is activated.

From this drop-down menu, you can choose the page to be displayed to the end-user on your web page when the chat is ended.

From this drop-down menu, you can choose the page displayed to end-users outside of business hours

D. Add new survey

This option creates a new survey page that can be assigned to the Pre-chat, Post-chat or After-hours options

Section	Setting	Description
Survey Design Page	A. Discard changes	This option will let you remove all changes you have added or applied to the design page up until its last save. If there have been no changes this button will be greyed out.
	B. Save	This option will save the changes you have made. If there have been no changes this button will be greyed out.
	C. Objects	This is where the objects you select are displayed.
	D. Add Object	This allows you to add another object to the page. To learn more about the Objects that can be used in the Survey, click here.

Section	Description
Chat Preview	This screen will show how the chat survey will be displayed to end-users on your web page.

1. Chat Objects

Multiple Objects can be used in a Chat survey to obtain information from your end-users. Below are all the objects that can be used and their purpose.

Text

This Object is designed for display text only, with basic editing functionality for visual design, including Bold, Italic, Underline, positioning, forms and Hyperlinks.

Short Answer

This Object is designed to obtain information from a client that may only require up to 5 words, like a Name, Number, Email, Address or Account number. See descriptions for the options within this object below.

Setting	Description
Label	Title of the Object
Required	Ticking this box forces the Client to enter in a value before proceeding to the next step
Placeholder text	Grey text advising the client what to enter
Validation	Allows you to ensure the correct information is provided (None, Numerical, URL or Email)
Data Field Mapping	Allows you to link the Values provided to the Activity fields for both display and Reporting purposes

Long Answer

This object is designed to obtain information from a customer that may exceed 5 words up to a maximum of 225 characters. See descriptions for the options within this object below.

Setting	Description
Label	Title of the Object
Required	Ticking this box forces the Client to enter in a value before proceeding to the next step
Placeholder text	Grey text advising the client what to enter
Data Field Mapping	Allows you to link the Values provided to the Activity fields for both display and Reporting purposes

Single Choice

This Object will create a radio button object that provides a single choice for your end-users to select. See descriptions for the options within this object below.

Setting	Description
Label	Title of the Object
Options (Label/Value)	Here, you can create the options you want your end-users to choose from. The label is what is displayed on the Survey page, and the Value is what is obtained by the Datafield.
Data Field Mapping	Allows you to link the Values provided to the Activity fields for both display and Reporting purposes

Multiple Choice

This object will provide multiple check boxes for your end-users to select. See descriptions for the options within this object below.

Setting	Description
Label	Title of the Object
Options (Label/Value)	Here, you can create the options you want your end-users to choose from. The label is what is displayed on the Survey page, and the Value is what is obtained by the Datafield.
Data Field Mapping	Allows you to link the Values provided to the Activity fields for both display and Reporting purposes

Dropdown List

This object allows your end-users to choose from a list of options. See descriptions for the options within this object below.

Setting	Description
Label	Title of the Object
Options (Label/Value)	Here, you can create the options you want your end-users to choose from. The label is what is displayed on the Survey page, and the Value is what is obtained by the Datafield.
Data Field Mapping	Allows you to link the Values provided to the Activity fields for both display and Reporting purposes

Button

This object provides a few options:

Setting	Description
Label	Title of the Object
Action	Submit form: This button will place the chat into a chat campaign queue, ready for an agent to select and manage. Go to Page: This button will navigate the client to another page within the Survey.

Image

This object allows you to insert an image into the survey page from the files module or from your local device. Select “Select File” to attach the image.

Once the image has been selected, you can choose the positioning and size.

Rating

This object is to obtain a star rating once a chat has been completed. See descriptions for the options within this object below.

Setting	Description
Label	Title of the Object
Data Field Mapping	Allows you to link the Values provided to the Activity fields for both display and Reporting purposes

All Objects have the options to duplicate and delete.