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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.

Before you begin

Identify the information that you want from your requesters, such as their name or email address. If you're collecting pre-chat information, determine whether certain survey responses should be stored as chat context variables so that you can use that information for topic discovery or routing chats to certain work item queues. Before you build your survey, define and publish chat context variables for storing responses to certain survey questions. You'll map these chat context variables to the appropriate questions in your survey.
Role required: survey_admin or admin

About this task

You define, configure, and publish conversational questionnaires (surveys) using Survey Designer. You can use various survey controls to define the content of your questionnaires. For details on the survey controls available, see Survey Designer Elements and also the Survey question data types to see how the controls are rendered in the survey. For example, the Choice control provides a multiple choice selection to your users.

The survey controls map to corresponding Virtual Agent Designer input controls that render the survey as a conversation in the chat client. For examples on how Virtual Agent Designer input controls are rendered in run-time conversations, see Virtual Agent Designer user input controls. The following table identifies the survey controls supported in Virtual Agent Designer.

Table 1. Survey controls that map to Virtual Agent Designer input controls
Survey Designer controls	Comparable Virtual Agent Designer user input controls
Attachment	Image
Boolean	Boolean
Choice	Static Choice
Date	Date Time
Date/Time	Date Time
Number	Text input
Percentage	Text input
Scale	Static Choice
Numeric scale	Static Choice
String	Text
Image scale	Carousel
Reference	Not supported
Multiple selection	Not supported
Ranking	Not supported
Template	Not supported

Procedure

Navigate to Survey > Survey Designer.
Click the Configuration tab and configure the survey. For details on survey configuration, see Configure a survey in the survey designer.
As you configure your survey:
- If you want an introduction note and end note to begin and end your survey, enter your content in the Introduction and End note fields.
- Select the Chat Survey option to enable conversational questionnaires. This option also enables the display of the Context option in the Properties form for each survey control.
- Click Save.
Click the Design tab and give your survey a Name. In this step you'll define your survey questions. For more information, see Create a question in the survey.
As you design your survey questions:
- To create a question, drag a data type icon from the Controls palette and drop it into the category container. Give each question a Name and click the gear icon to open the Properties form for the control.
- In the Properties form, complete the fields as needed to define the control.
  - If you enable the Mandatory option, users are required to answer the survey question. If you leave this field blank, users can skip the question in the survey.
  - If you want to store the user response to this question, enter the chat context variable in the Context field.
- Click Save.
After you finish defining the questions in your survey, click Preview to review your survey.
When you are satisfied with the Survey, click Save and Publish.
Your survey is listed in the Assessment Metric Types [asmt_metric_type] table.

What to do next

Define the pre-chat and post-chat survey configurations that control the surveys to be presented to your requesters.

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Create conversational chat surveys

Before you begin

Identify the information that you want from your requesters, such as their name or email address. If you're collecting pre-chat information, determine whether certain survey responses should be stored as chat context variables so that you can use that information for topic discovery or routing chats to certain work item queues. Before you build your survey, define and publish chat context variables for storing responses to certain survey questions. You'll map these chat context variables to the appropriate questions in your survey.
Role required: survey_admin or admin

About this task

Table 1. Survey controls that map to Virtual Agent Designer input controls
Survey Designer controls	Comparable Virtual Agent Designer user input controls
Attachment	Image
Boolean	Boolean
Choice	Static Choice
Date	Date Time
Date/Time	Date Time
Number	Text input
Percentage	Text input
Scale	Static Choice
Numeric scale	Static Choice
String	Text
Image scale	Carousel
Reference	Not supported
Multiple selection	Not supported
Ranking	Not supported
Template	Not supported

Procedure

Navigate to Survey > Survey Designer.
Click the Configuration tab and configure the survey. For details on survey configuration, see Configure a survey in the survey designer.
As you configure your survey:
- If you want an introduction note and end note to begin and end your survey, enter your content in the Introduction and End note fields.
- Select the Chat Survey option to enable conversational questionnaires. This option also enables the display of the Context option in the Properties form for each survey control.
- Click Save.
Click the Design tab and give your survey a Name. In this step you'll define your survey questions. For more information, see Create a question in the survey.
As you design your survey questions:
- To create a question, drag a data type icon from the Controls palette and drop it into the category container. Give each question a Name and click the gear icon to open the Properties form for the control.
- In the Properties form, complete the fields as needed to define the control.
  - If you enable the Mandatory option, users are required to answer the survey question. If you leave this field blank, users can skip the question in the survey.
  - If you want to store the user response to this question, enter the chat context variable in the Context field.
- Click Save.
After you finish defining the questions in your survey, click Preview to review your survey.
When you are satisfied with the Survey, click Save and Publish.
Your survey is listed in the Assessment Metric Types [asmt_metric_type] table.

What to do next

Define the pre-chat and post-chat survey configurations that control the surveys to be presented to your requesters.

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