Surveys and Outreach

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    Michael Locurcio
    Transactional Chat Survey
    Topic posted August 19, 2019 by Michael LocurcioSilver Trophy: 7,500+ Points 
    41 Views, 3 Comments
    Transactional Chat Survey
    Not Seeing a Survey for Every Chat

    I am trying to survey customers who interact with our Virtual Assistant. I setup the attached rule, which is working because I see some surveys firing, but none of my test chats are firing a survey.

    I also have limited knowledge of how to check who got a survey (its our first rodeo with surveys), so that has been hampering my troubleshooting. I also don't have any restrictions on recency or frequency.






    • Sebastiaan Draaisma

      Your rule seems incorrect (I would need to see the entire rule) as it states the assign chat queue = virtual assistant in your THEN section
      From what I understand is that you need a criteria saying IF the chat was assigned to the virtual chat THEN send survey
      Check the rule log to see why certain incidents did not get triggered

      To see which incidents received a survey you could use the attached report.
      There are other tables you can use but this may be sufficient or give you some ideas

    • Michael Locurcio

      Hi Sebastiann, 

      Thanks for your note. A couple of clarifications:

      1. The Virtual Assistant is not creating incidents for chats, and we hope the chat never needs to talk to an agent and have an incident. Really, its these customers we are the most interested in surveying. 

      2. This rule has no If conditions, all chats first get assigned to the VA queue. 

      3. I still don't understand why I am not getting the survey. I actually can't tell why some users get a survey and some don't and that's the biggest issue I have right now.

    • Sebastiaan Draaisma

      I have no chat enabled site to test but from what it sounds is that the VA when closed does not create a transaction in the business rules.
      The reason why all others do receive a survey would be because the action in your THEN section specifically aims for completed chats. This would match all completed chats as there is no IF section. Furthermore there may be limitations set in the survey itself that is preventing the survey from being sent if a survey has been sent already within the last x days.

      If this is as designed (VA does not create a transaction when completed) then you may be able to adjust the widget or landing page to include some code that will make a survey available. I have no chat enabled site so I'm unable to experiment with this...