Use satisfaction surveys

Satisfaction surveys allow you to measure your customer's happiness with your support team after a conversation is marked done across every channel.

In this article

• Send surveys
• Resend a survey

Send surveys

How and when a satisfaction survey is sent is based on the individual channel where the conversation took place.

If you have multiple surveys configured for the same channel, they will be sent based on the audience defined for each one. As a general rule of thumb, if a user meets the audience criteria for two surveys, the one with the most specific criteria is the one that is sent. For example, let's say you have two email surveys: Survey A has a target audience of all VIP customers, and Survey B's audience consists of VIP customers who are also at risk of cancellation.

Email

Email satisfaction surveys are sent after a conversation has been marked done. By default, the survey is sent from the last outbound email address and channel used.  You can set a delay for how long after a conversation is marked done the survey will be sent out. You can also customize the email template you want to use (unbranded by default).

Chat

Chat Satisfaction Surveys require you to enable the Allow Chats to be Ended option in Chat settings. The survey will be sent when either the user or customer has ended the chat conversation. If a user hasn't joined the conversation when the customer has ended it, they will not be surveyed.

Voice

For inbound voice conversations, you can configure the survey to send either an email or SMS after it has been marked done.

SMS and WhatsApp

For SMS and WhatsApp, a shortlink that links to the Knowledge Base is sent to the customer when the conversation is marked done. 

Omnichannel Conversations

Uses the Last Message channel to determine the survey to be sent. There is no fallback, so if the last channel is SMS and it is not enabled, a survey won't be sent.

Knowledge Base

This page is dynamically generated when the customer selects a rating from chat or email, or when the short link is clicked in other channels. The page, and its associated code, are already in your Knowledge Base theme, and will display within your branding if you've created a custom theme.

Resend a survey

There may be times when a conversation with a customer continues after the initial satisfaction survey goes out. In these situations, you may want to resend the survey to so that you can record any new feedback the customer may have. When you resend a survey, the previous score is reset.

To resend a survey:

1. Open the conversation.
2. Select Conversation Optionsand then select Resend Survey.