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

About this task

You can apply different questionnaires to collect pre-chat information from your requesters. You can use the survey information to route chats to the appropriate live agent (if using Advanced Work Assignment), or to the virtual agent.

1. Navigate to Collaboration > Pre-Chat Survey.
2. In the Chat Surveys [sys_cs_survey] table, select New.
3. Complete the form.

   Table 1.

   Field	Description
   Name	Unique name for this pre-chat survey configuration.
   Active	Option that activates this pre-chat survey.
   Order	Number that indicates the order in which survey configurations run. If there are multiple pre-chat survey configurations, the system runs the first survey found, from lowest to highest order.
   Show Summary	Option that asks requesters of they want to see a summary of the survey responses they entered.
   Condition mode	Type of condition to be used to control the conversational survey presented to requesters. Simple: Specify a condition using the condition builder. Advanced: Specify a JavaScript scripted condition.
   Condition	Condition that controls when the survey configuration is used. Use the condition builder to select the conditions to be applied.
   Script	JavaScript condition statement that specifies the condition for using this pre-chat survey. The condition must evaluate to true.
   Survey	List of the pre-chat surveys available. Choose the survey to be presented to the requester.

4. Click Submit.

Result

When a requester completes the pre-chat survey, the user is transferred either to a live agent if Agent Chat is set as the fulfiller interface or a virtual agent if Virtual Agent is set as the fulfiller. The user's pre-chat responses are stored as context in the chat interaction record.

What to do next

Define the post-chat survey configurations that determine the post-chat survey to be applied to the appropriate queue in Advanced Work Assignment.