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Talkdesk Feedback: Setting up a Post-Chat Survey
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Chat Surveys allow users to create post-chat surveys to obtain reports and analyzable data.

This promotes a better understanding of customer satisfaction, through the chat channel, with the ability to ask a CSAT (1-5 rating) and open comment questions in a survey.

 

Creating a Post-Chat Survey

To create your Survey, you can directly create a post-chat survey using survey templates. To do so, access Talkdesk Feedback > Feedback Flows.

Begin by clicking Create flow and selecting Chat Flow.

Admins can now name the flow, as well as select between the “CSAT” or “NPS” options. After clicking Create button, a standard CSAT or NPS chat survey will be created.

At the bottom of the menu, a description may also be added, for easier identification of the flow’s intended purpose. 

Now that a post-chat survey is successfully created and published, you can deploy a post-chat survey to a chat touchpoint in Channel > Chat. 

 

Deploying a Post-Chat Survey

Refer to this article for details about how to deploy a post-chat survey to a chat touchpoint.

 

Viewing Post-Chat Deployment

Admins can locate the chat survey from the “Feedback flows” list and click the Settings icon to view the post-chat deployment.

When the chat survey is deployed to a chat touchpoint, the "Inbound" direction will be examined in read mode.

 

Customizing a Post-Chat Flow

To customize a chat flow, admins can locate the chat survey flow from the “Feedback flows” list and choose the More Actions button (...). Choose “Manage flow” to customize the flow. 

 

Simple CSAT Flow

This simple flow is intended to measure CSAT. We recommend this flow for those looking for a simple survey (template) to start with.

Component Component Name Message Text
CSAT Overall CSAT

“How satisfied are you with your experience today?”

Settings: 

  • Designate this question as the KPI.
Open Feedback Additional context

“Please provide more details about your experience or tell us how we could improve?”
Flow End Thank you

“Thank you for your feedback”



Note: “Thank you for your feedback” is the message that you want to display after the chat survey is submitted.

Save and Publish the Flow.

 

Multiple Question Flow

Flow Builder allows you to create multiple questions in your surveys. 

For post-call interaction surveys, we recommend keeping them brief, i.e. asking a maximum of 2 to 6 questions, to receive the best possible response rates and feedback quality.

Component Component Name Message Text or Condition
NPS Overall Brand NPS

“How likely are you to recommend us to a friend or family member?”

Note: Designate this question as the NPS KPI.
CSAT Overall CSAT

"How satisfied are you with your experience today?"

Note: Designate this question as the CSAT KPI.

Note: Follow-up questions only appear after the user selects a specific score, and the submission button remains hidden until all relevant questions are displayed
Conditional If low CSAT, provide context

If Overall CSAT > less than > 4:

  • Exit 1: Connect to the next Open Feedback component.
  • Fallback exit: Connect to the Agent CSAT component.

Note: This conditional post-chat survey dynamically adapts based on user feedback. Follow-up questions only appear after the user selects a specific score.
Open Feedback Additional context “Please tell us how we could improve?”
CSAT Agent CSAT “Please rate how helpful and friendly the agent was.”
Conditional If low Agent CSAT, provide context

If Overall CSAT > less than > 4:

  • Exit 1: Connect to the next Open Feedback component.
  • Fallback exit: Connect to the Agent CSAT component.

Open Feedback Agent context “If your experience wasn't satisfactory, please tell us how we can improve.”
Flow End Thank you “Thank you for your feedback”

Save and Publish the Flow.

 

Important Note: If you want to customize the survey color, CSAT (e.g. number or star) or NPS style (e.g. dots or number), please submit the Support request.

 

Customizing a Post-Chat Survey Style and Label

To customize a chat survey style and label, admins can locate the chat survey flow from the “Feedback flows” list and choose the More Actions button (...). Choose “Manage flow” 

Design

Admin can click the ‘Design’ tab to customize the survey's style and label. 

  • Brand color: select a color to align the survey with your brands.
  • Survey title settings: define the color and title for the survey title.
  • Preference: 
      • Enable close survey: Enable this toggle to allow customers to close the survey without submitting survey through a cancel button.
      • System message: Customize the message displayed after customer submits the survey.
  • Submit button settings: customize the color and label of the feedback submit button. 

 

CSAT and NPS customization

Clicks on the CSAT component to customize the CSAT style.

  • Score style: choose number or star to display CSAT score
  • Hint for minimum or maximum value: customize the label for minimum or maximum value

Clicks on the NPS component to customize the NPS style.

  • Score style: Choose number or dot to display NPS score.
  • Hint for minimum or maximum value: Customize the label for minimum or maximum value.

 

Preview

Admin can click the "Preview" tab to preview the chat survey.

Note: The preview applies only to the Chat Widget V2 style. The chat survey connected to Chat Widget V1 touchpoint will retain the legacy UI style.

 

Settings 

Post-Chat Survey Trigger Control

The Post-Chat Survey Trigger Control settings enable businesses to control when chat surveys are sent, based on the type of interaction. This feature provides flexibility, allowing businesses to tailor the survey sending behavior based on their specific needs and objectives.

  • Agent-involved interactions: These are interactions where a live agent participates. This includes scenarios where an interaction is initially handled by an autopilot and later escalated to a human agent.
  • Autopilot-only interactions: These are interactions handled entirely by the autopilot, with no escalation to a live agent. 

Note: By default, the chat surveys are sent to all types of interactions.

 

Renaming a Post-Chat Survey

Admins can locate the chat survey from the “Feedback flows” list and choose the More Actions button (...). Choose the Rename option to rename the flow.

A pop-up will appear, prompting you to update the name. After confirming by using the Save option, the survey flow will be renamed. 

 

Deleting a Post-Chat Survey

To eliminate a flow, admins must locate the chat survey from the “Feedback flows” list and choose the More Actions button (...). Choose the Delete option to remove the flow.

A pop-up will appear, prompting a confirmation. After confirming by using the Delete option, the survey flow will be permanently deleted. 

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