Create Chat Survey

Created by Jens Leijon, Modified on Fri, 18 Aug 2023 at 01:04 PM by Hannah Peters

This article describes how you add a Survey widget in your chat to measure the satisfaction from your chat interactions. The Survey will be opened when the interaction has been closed. To be able to use this function both the Chat and Survey module need to be enabled in your Connectel platform.

There are two surveys to choose between:
Satisfaction Survey:

NPS Survey:

How to add a NPS/Satisfaction Survey in your Connectel Chat

Log in to Survey

Go to Settings -> Add Survey

Choose which survey you want to display in the chat

All you need to change here is the Chat Website ID, Timings and reminders and Survey activated?
- You will find the Chat website ID in the Admin interface under Chat Websites -> ID
- Choose the time in minutes before the Customer should receive the survey again. E.g. if the customer opens a chat several times in a day - should they receive the survey every time?
0 = the survey will be displayed every time a chat interaction is closed with the customer

- Choose Yes under 'Survey activated?'

If you choose Chat Satisfaction Survey change Survey type to NXI.

Click Save

Log in as an administrator in Agent/User. Go to Chat Websites -> Snippet and under White Label add site=surveysitename to connect the correct survey site.

The survey site name is found un the Survey URL

Find Chat Survey results

You find the results from the Chat surveys in the same place as your other Surveys - under Surveys, and for unique answers go to Answer viewer.

Click here to learn how to add Survey data to your Skyview dashboards or Insights reports.

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