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Survey

Introduction​

Surveys allow you to gather information how well customer was served.

Survey list

There you can do few options

  • Clicking on survey title will show you survey window where you can see all collected information over the time.
  • Clicking on edit button will show you survey edit interface.

Survey collection information​

In survey statistic page you can filter by various options and export report.

Survey stats

In chart window for stars you will see chart.

Survey chart

Survey edit window​

Survey window

tip

You can have custom values for survey options by defining survey option like [value=15] 15 value

Feedback text​

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

Multilingual support​

Every question support Bot individualisation which you can set per department. So for questions/answers you can use.

{main_question__Main question here}

After that just translate text in Bot individualisation

Chat and survey​

What survey should be shown to visitor can be set few ways

  • Either you set it in department edit window survey tab.
  • Either you redirect visitor manually from chat.
  • Either you pass survey argument.

To redirect visitor to survey you have to click this icon in chat window

Survey icon

How to redirect visitor to survey from bot?​

You can have this defined as button click or just as trigger to execute on auto responder.

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

Internally it just means const STATUS_SUB_SURVEY_SHOW = 5;

Tips​

I close a chat, but I don't see any survey​

There is a few conditions has to be satisfied for a survey to be shown. On chat close event one these of these conditions has to be satisfied

  • Chat has to be in bot mode
  • Chat has to be accepted by operator

If chat is closed by a visitor and chat is in pending state. Survey won't be shown.

Multiple clients support​

If operator does not have permission to access all departments survey is assigned he won't tbe able to view/edit survey details.

  • Operator has to be assigned to all departments survey is assigned to
  • For basic permission just to view survey statistic 'lhsurvey', 'list_survey' permission should be assigned.

Permissions​

In order operator to be able redirect visitor to custom survey they have to have this permission.

'lhsurvey', 'redirect_to_survey'

In order to configure surveys. Create a new one/edit and old one. Operator has to have this permission.

'lhsurvey', 'manage_survey'

In order to list surveys and view their statistic he has to have this permission.

'lhsurvey', 'list_survey'

In order to delete surveys he has to have this permission.

'lhsurvey', 'delete_survey'