---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Define pre-chat survey configurations

# Define pre-chat survey configurations {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Use pre-chat surveys to capture preliminary information from a customer. You can
define a configuration that determines the pre-chat survey to be presented to your
customers. From the responses received, Advanced Work Assignment routes chat
conversations to appropriate queues and groups.

## Antes de Iniciar

[Create the chat survey](https://servicenow-prod.fluidtopics.net/kC~sUHRPYSjHIxOrwoytsw "Use Survey Designer to build conversational questionnaires for gathering pre-chat information and post-chat feedback from end users. These questionnaires run in the chat client for Virtual Agent and Agent Chat.") to be used in
this pre-chat survey configuration.

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

Apply the conditions that determine the pre-chat questionnaire to be presented to
your requesters.

## Procedimento

1. Navigate to AllConversational InterfacesSettings.
2. Under Pre-chat surveys on the General tab, select View all.
3. On the Chat Surveys page, select New to create a new chat survey configuration or select the configuration you want to update.
4. Under Details, enter or change the settings.  
   {#ac-configure-pre-chat-surveys__table_rqd_md4_ndb__entry__2}

   | Field | Description |
   |-|-|
   | Name | Unique name for this pre-chat survey configuration. |
   | Active | Option that activates this pre-chat survey configuration. |
   | Show Summary | Option that asks requesters if they want to see a summary of the survey responses they entered. |
   | Order | Number that indicates the order in which survey configurations run. If there are multiple pre-chat survey configurations, the system runs the first survey configuration found, from lowest to highest order. |
   | Condition mode | Type of condition to be used to control the conversational survey presented to requesters. * Advanced: Specify a JavaScript scripted condition. * Simple: Specify a condition using the condition builder. {#ac-configure-pre-chat-surveys__ul_g15_pcz_zrb} |
   | Condition | Condition that controls when the survey configuration is used. Select Set Condition to specify the conditions. |
   | Survey | List of the pre-chat surveys available. Choose the survey to be presented to the requester. |
   [ ]

   {#ac-configure-pre-chat-surveys__table_rqd_md4_ndb}
5. Select Save.

## Resultado

When a requester completes the pre-chat survey, the user is transferred either to a
live agent if Agent Chat is set as the fulfiller interface or a
virtual agent if Virtual Agent is set as the fulfiller. The user's
pre-chat responses are stored as context in the chat interaction record. Before
entering into a chat conversation, the assigned agent can review the context of the
issue.