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Survey

Introduction​

Surveys allow you to gather information about the quality of customer service.

Survey list

You have the following options:

  • Clicking on a survey title displays a window with all the collected information over time.
  • Clicking the edit button displays the survey edit interface.

Survey Statistics​

On the survey statistics page, you can filter by various options and export a report.

Survey stats

The chart window displays a chart for star ratings.

Survey chart

Survey Edit Window​

Survey window

tip

You can define custom values for survey options using the following format: [value=15] 15 value

Feedback Text​

This attribute supports Canned replaceable variables and the {args.chat.<attribute>} syntax.

Multilingual Support​

Each question supports bot individualization, which you can set per department. For questions and answers, use the following format:

{main_question__Main question here}

Then, translate the text in Bot individualisation.

Chat and Survey​

You can configure which survey is shown to a visitor in a few ways:

  • Set it in the department edit window's survey tab.
  • Redirect the visitor manually from the chat.
  • Pass a survey argument.

To redirect a visitor to a survey, click this icon in the chat window:

Survey icon

How to Redirect a Visitor to a Survey from a Bot​

You can define this as a button click or as a trigger to execute in an auto-responder.

Update current chat -> Update main chat attribute -> and in Chat attribute name enter status_sub and value enter 5

Internally, this means const STATUS_SUB_SURVEY_SHOW = 5;

Tips​

I Closed a Chat, but I Don't See a Survey​

A few conditions must be met for a survey to be shown. On chat close, one of these conditions must be satisfied:

  • The chat must be in bot mode.
  • The chat must have been accepted by an operator.

If a visitor closes a chat while it is in a pending state, the survey will not be shown.

Multiple Clients Support​

If an operator does not have permission to access all departments to which a survey is assigned, they will not be able to view or edit the survey details.

  • The operator must be assigned to all departments to which the survey is assigned.
  • For basic permission to view survey statistics, the 'lhsurvey', 'list_survey' permission should be assigned.

Permissions​

For an operator to be able to redirect a visitor to a custom survey, they must have this permission:

'lhsurvey', 'redirect_to_survey'

To configure surveys (create a new one or edit an existing one), an operator must have this permission:

'lhsurvey', 'manage_survey'

To list surveys and view their statistics, an operator must have this permission:

'lhsurvey', 'list_survey'

To delete surveys, an operator must have this permission:

'lhsurvey', 'delete_survey'