Chat surveys

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Chat surveys

    Chat surveys enable ServiceNow customers to collect important information from end users through conversational questionnaires within the chat client. These surveys can be configured to run before a chat session starts (pre-chat) or after it ends (post-chat), replacing traditional forms with interactive chat-based questions. This approach helps gather user details, service issue specifics, and feedback about their chat experience with live or virtual agents.

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    Key Features

    • Survey Designer: Allows administrators to create and customize survey content with various question types such as choice lists. Questions can be set as mandatory or optional. Surveys can include introductory and concluding notes to guide users.
    • Chat Context Integration: Certain survey responses can be saved as chat context variables. These variables can be leveraged to route chats to appropriate live agent queues or to trigger specific Virtual Agent topics based on user input.
    • Chat Client Integration: Surveys appear as live chat conversations within the chat client, providing a seamless user experience.
    • Post-Chat Feedback: Post-chat surveys collect user feedback on their interaction with live agents, with results stored and linked to the corresponding agent in the Interaction Related Records list.
    • Virtual Agent Support: Pre-chat survey responses can automatically determine the Virtual Agent conversation topic, streamlining user engagement without manual topic selection.

    What to Do Next

    • Configure Chat Context Variables (Optional): Define variables to store specific survey responses for use in chat routing and Virtual Agent topic selection.
    • Create Chat Surveys: Use Survey Designer to build pre-chat and post-chat conversational questionnaires, mapping questions to chat context variables as needed.
    • Set Pre-Chat Survey Configurations: Specify when and to whom the pre-chat survey should be presented based on defined conditions.
    • Set Post-Chat Survey Configurations: Configure post-chat questionnaires to collect feedback after chat sessions.
    • Configure Virtual Agent Context Topics: Use pre-chat survey data to automatically trigger the most relevant Virtual Agent conversation.

    Display conversational questionnaires to your end users to gather important information from them, before and after they chat with a live or virtual agent.

    How chat surveys work

    Instead of using forms to collect information from your requesters, you can create different questionnaires that run in the chat client to capture preliminary user information or post-chat feedback. The questions in the following pre-chat survey example ask users to identify their service issue and to provide additional details.

    Figure 1. Example pre-chat survey conversation
    Web chat client with pre-chat surveys highlighted.
    Survey administrators and administrators use Survey Designer to:
    • Build survey content: Survey Designer provides various controls for defining survey questions. The example above shows the choice list control, which displays a list of items that your users can choose from. Each survey question has corresponding properties that you can set to manage survey behavior. For instance, you can make a survey response mandatory. If you make a survey response optional, users can skip the question in the survey. You can also configure your survey so that an introductory note starts the survey and an end note displays after users finish the survey.
    • (Optional) Save certain survey responses as chat context: When defining your survey, you can map a particular survey question to a chat context variable so that survey responses are stored in the context variable. You can then use these variables to route chats to live agents in certain queues, by specifying the chat context variables in routing conditions or to the virtual agent.

    After creating the surveys, administrators configure the surveys to run as conversations in the chat client. The chat client renders the chat survey as a live chat conversation.

    What to do next

    Setting up chat surveys involves these main steps:

    Infographic describing steps for setting up pre-chat and post-chat conversational surveys.

    1. (Optional) Define chat context.
    Configure the chat context variables for storing survey responses using Context Variables in Chat Settings.
    2. Create chat surveys
    In Survey Designer, build your conversational questionnaires for gathering pre-chat information and post-chat feedback from your requesters. If you defined chat context variables to store certain survey responses, you can map the appropriate survey question to the corresponding chat context variable.
    3. Define pre-chat survey configurations.
    Determine the pre-chat questionnaire to be presented to your requesters based on conditions that you apply.
    4. Define post-chat survey configurations.
    Control the post-chat questionnaire displayed to your requesters to gather feedback on their experience with live agents.
    5. If using Virtual Agent, define context topic intent configurations.
    Use pre-chat survey information to determine the appropriate Virtual Agent conversation topic automatically displayed to your requesters, rather than prompting them to choose from a list of conversation topics.

    The Interaction Related Records list stores the post-survey chat results and creates a related record that links the assessment to the live agent (fulfiller).