Product documentation Docs
    • English
    • Deutsch
    • 日本語
    • 한국어
    • Français
  • More Sites
    • Now Community
    • Developer Site
    • Knowledge Base
    • Product Information
    • ServiceNow.com
    • Training
    • Customer Success Center
    • ServiceNow Support Videos
  • Log in

Product documentation

  • Home
How search works:
  • Punctuation and capital letters are ignored
  • Special characters like underscores (_) are removed
  • Known synonyms are applied
  • The most relevant topics (based on weighting and matching to search terms) are listed first in search results
Topics are ranked in search results by how closely they match your search terms
  • A match on the entire phrase you typed
  • A match on part of the phrase you typed
  • A match on ALL of the terms in the phrase you typed
  • A match on ANY of the terms in the phrase you typed

Note: Matches in titles are always highly ranked.

  • Release version
    Table of Contents
    • Now Platform capabilities
Table of Contents
Choose your release version
    Home Orlando Now Platform Capabilities Now Platform capabilities Agent Workspace Setting up workspace Setting up chat in workspace Workspace Agent Chat Chat surveys in Agent Chat

    Chat surveys in Agent Chat

    • Save as PDF Selected topic Topic & subtopics All topics in contents
    • Unsubscribe Log in to subscribe to topics and get notified when content changes.
    • Share this page

    Chat surveys in Agent Chat

    Display conversational questionnaires to your end users to gather important information from them, before and after they chat with a live or virtual agent. For example, you can run pre-chat surveys to collect preliminary information about your requesters and use that information to route chats to appropriate live agents. Use post-chat surveys to get user feedback on their experience with your support agents.

    How chat surveys work

    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 this pre-chat survey example ask users to identify their service issue and to provide additional details.

    Figure 1. Example pre-chat survey conversation
    Example of pre-chat conversational survey in web chat client.
    Survey administrators and administrators use Survey Designer 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 (specify the chat context variables in routing conditions) or to the virtual agent.

    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.

    What to do next

    Setting up chat surveys involves these main steps:

    Steps for setting up pre-chat and post-chat conversational surveys
    1. (Optional) Define chat context
    Use the Chat Setup form to set live agent controls and define the chat context variables for storing survey responses.
    2. Create your chat surveys
    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
    Determine the pre-chat questionnaire to be presented to your requesters based on conditions that you apply.
    4. Define post-chat survey configurations
    Control the post-chat questionnaire displayed to your requesters to gather feedback on their experience with live agents.
    • Create conversational chat surveys

      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.

    • Define pre-chat survey configurations

      Determine the pre-chat questionnaire to be presented to your requesters based on conditions that you apply.

    • Define post-chat survey configurations

      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 specific chat queues defined in Advanced Work Assignment.

    Tags:

    Feedback
    On this page

    Previous topic

    Next topic

    • Contact Us
    • Careers
    • Terms of Use
    • Privacy Statement
    • Sitemap
    • © ServiceNow. All rights reserved.

    Release version
    Choose your release version

      Chat surveys in Agent Chat

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Chat surveys in Agent Chat

      Display conversational questionnaires to your end users to gather important information from them, before and after they chat with a live or virtual agent. For example, you can run pre-chat surveys to collect preliminary information about your requesters and use that information to route chats to appropriate live agents. Use post-chat surveys to get user feedback on their experience with your support agents.

      How chat surveys work

      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 this pre-chat survey example ask users to identify their service issue and to provide additional details.

      Figure 1. Example pre-chat survey conversation
      Example of pre-chat conversational survey in web chat client.
      Survey administrators and administrators use Survey Designer 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 (specify the chat context variables in routing conditions) or to the virtual agent.

      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.

      What to do next

      Setting up chat surveys involves these main steps:

      Steps for setting up pre-chat and post-chat conversational surveys
      1. (Optional) Define chat context
      Use the Chat Setup form to set live agent controls and define the chat context variables for storing survey responses.
      2. Create your chat surveys
      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
      Determine the pre-chat questionnaire to be presented to your requesters based on conditions that you apply.
      4. Define post-chat survey configurations
      Control the post-chat questionnaire displayed to your requesters to gather feedback on their experience with live agents.
      • Create conversational chat surveys

        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.

      • Define pre-chat survey configurations

        Determine the pre-chat questionnaire to be presented to your requesters based on conditions that you apply.

      • Define post-chat survey configurations

        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 specific chat queues defined in Advanced Work Assignment.

      Tags:

      Feedback

          Share this page

          Got it! Feel free to add a comment
          To share your product suggestions, visit the Idea Portal.
          Please let us know how to improve this content

          Check any that apply

          To share your product suggestions, visit the Idea Portal.
          Confirm

          We were unable to find "Coaching" in Jakarta. Would you like to search instead?

          No Yes
          • Contact Us
          • Careers
          • Terms of Use
          • Privacy Statement
          • Sitemap
          • © ServiceNow. All rights reserved.

          Subscribe Subscribed Unsubscribe Last updated: Tags: January February March April May June July August September October November December No Results Found Versions Search preferences successfully updated My release version successfully updated My release version successfully deleted An error has occurred. Please try again later. You have been unsubscribed from all topics. You are now subscribed to and will receive notifications if any changes are made to this page. You have been unsubscribed from this content Thank you for your feedback. Form temporarily unavailable. Please try again or contact  docfeedback@servicenow.com  to submit your comments. The topic you requested does not exist in the release. You were redirected to a related topic instead. The available release versions for this topic are listed There is no specific version for this documentation. Explore products Click to go to the page. Release notes and upgrades Click to open the dropdown menu. Delete Remove No selected version Reset This field is required You are already subscribed to this topic Attach screenshot The file you uploaded exceeds the allowed file size of 20MB. Please try again with a smaller file. Please complete the reCAPTCHA step to attach a screenshot
          Log in to personalize your search results and subscribe to topics
          No, thanks Login