How can we help?

Talkdesk Feedback: Setting up a Post-Chat Survey
Published • Last Updated

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.

 

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.

 

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.

Admins can submit a request via the Talkdesk Knowledge Base to customize the chat survey. 

 

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. 

All Articles ""
Please sign in to submit a request.