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Can I present the guest with an exit survey after a chat?

6611 views   |   Last updated on Mar 27, 2020    webclient chat widget

 

There are a few different ways to present surveys to guests:
  1. Automatically send a survey invitation to all guests when the operator closes the chat on their (the operator's) end.  The guest will receive the survey invitation as a regular line of chat within the chat box transcript, and they'll receive it as part of any emailed transcript they receive.
  2. You can use the chat box title to link to a survey so that it is visible to the guest at all times during the chat.
  3. Automatically send a survey invitation to all guests at the very start of each chat, before any human operator has claimed it, by using our Concierge Auto-Reply on a one second trigger.  The guest will receive it as a regular line of chat within the chat box.
  4. If you'd like operators to be able to send the survey invitation manually, you can set that up as a shared canned message within the admin dashboard, and then operators would use it in the webclient.

If items #1 or #3 are of interest, please contact support and we'll get it set up for you since these features are not yet configurable through the admin dashboard.

With any/all of these options, you'd need to use an external tool for the survey itself, since we do not currently have this built in.  So your survey invitation will send guests off to whatever tool you use (Google Form survey; Qualtrics; Survey Monkey; etc...)

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