Agent survey

To configure the pre-chat survey, go to Account Setup > Workflows > Agent Survey ( The Pre-chat survey is available in Basic and Advanced Workflows.

Agent survey enabled

When the Agent survey is enabled, the following controls are available.

1GroupThe group for which the pre-chat survey is configured.
2ImportClicking the import button opens a dialog box that allows you to upload a pre-configured pre-chat survey. See Import survey article.
3Enable agent survey
  • Unchecked: The Pre-chat survey is disabled. See the following section for controls available when the Pre-chat survey is disabled.
  • Checked (Default): The Pre-chat survey is enabled, and the controls are displayed (#4 - #6 on this table).
4Require agent survey
  • Unchecked (Default): The Pre-chat survey is available to the agent, but is not required.
  • Checked:  The agent survey is required. Agents will not be able to exit from a chat until the agent survey is submitted.
5SurveyThe agent survey as it is currently configured. See the Survey builder article for details about the controls available to configure an agent survey.
6Add itemsClicking the Add Items button opens the Survey builder controls.

Clicking the save button to save the changes to the pre-chat survey

Be sure to save changes to the survey before navigating away from the page or your updates will be lost.

Agent survey disabled

When the agent survey is disabled, the agent survey is not displayed to the agent. No controls are needed.