Messaging Post-Chat Survey
How to create a Post Chat Survey for Live Chat
When you have a Live Chat Portal you can setup post chat survey questions that your help seekers will be redirected to at the end of your conversation. You can add as many or as few questions as you’d like.
The questions will appear in the call report as ‘greyed out’ fields, meaning your vols-staff won’t be able to select answers for these questions, and instead answers can only be selected if the post chat survey is completed by a help seeker.
To create a post chat survey, complete the following steps:
- Create a Category in the call report form associated with your Live Chat Portal (remember, a Category is like the ‘Topic’ in your call report form, so most users name this Category something like ‘Post Chat Survey’; the actual name of this Category won’t be visible to your help seekers and will only be used for internal purposes); all the Groups under this Category will be included in your post chat survey.
- Note, when creating the Category, deselect the checkbox next to 'Active', so it doesn't appear in your call report form. iCarol Support will set it to active after it's configured as a post chat survey category
- Add as many Groups as you’d like under this Category (remember, a Group is like a ‘Question’)
- Create the Fields for each Group as appropriate (remember, a Field is like an ‘Answer’)
- After you’ve created a Category, Group(s), and Field(s) as appropriate, have a designated Support Contact go to 'Help' in the left side menu and submit a case requesting the new Category you created be designated for use in a post chat survey.
Or, if you aren’t comfortable creating the new Category, Group(s), and Field(s) yourself, have a designated Support Contact go to 'Help' in the left side menu and submit a case detailing what you’d like to add, and specify the Category should be designated for use in a post chat survey.
Note, the following formatting options available in call reports aren't supported in the Post-Chat Surveys at this time:
- Checkbox field type (text box, static text, and drop-down lists field types are currently supported)
- Matrix/Table Categories
- Conditional Categories
- Conditional Groups
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