Survey builder

Overview

Surveys are available in four different stages of the Workflows, depending on configurations. 

  • The Pre-chat survey captures information from the visitor before the chat starts.
  • The Unavailable survey captures information from the visitor when an agent is not available to chat.
  • The Post-chat survey captures information from the visitor after the chat ends.
  • The Agent survey capture information from the agent before the agent closes the chat.


Surveys are configured specific to a group.

Be sure to add groups in the Manage Groups screen before you configure surveys for the group.

Survey builder controls

Following are the controls used to build a survey:

#ControlDescription

Import Survey ButtonAllows the survey to be copied from another group.
1Controls unique to the survey type

These controls will differ based on the type of survey being configured.

See the following articles to configure the group and controls for each survey:

2SurveyThe list of questions in the survey, in the order they are presented.
3Select question
  • Mouse-over a question to display the Edit (4) and Delete (5) controls.
  • Click and drag to move the question to a different position in the survey
4EditToggles to shows the Edit Question controls when it is closed or to close the Edit Question controls when it is open.
5Delete

Deletes the survey question.

Clicking on the Delete button will delete the question immediately.

A dialog box to confirm or cancel the delete action is not presented.

6Add items

Displays the question controls to add a new survey question.

New questions are added to the bottom of the survey and will need to be re-ordered (by dragging and dropping them) if a different position is desired.

See the Question Controls section below for details.

7Save

Saves any changes made to the survey or question controls.

You must save the changes you make to a survey before you navigate away from the page or your changes will be lost.

Question controls

The controls to add and edit survey questions are displayed by clicking the "Add Items" button to add a new question, or by clicking the "Edit" button to edit a current question.

Following is an overview of the controls that are found on all question types.

#ControlDescription
1Question TitleThe text of the question that is displayed to the user.
2Question Type

The type of form field that is used to capture the visitor's response.

See the Question type table below to view a list of question types and their unique controls.

3Required
  • If unchecked: the visitor is not required to answer the question
  • If checked: the visitor is required to answer the question.
4KB lookup

This is an enterprise feature; features are dependent the knowledge base system integration. Contact Velaro support for more information.

  • If checked: includes question data in the Knowledge Base lookup index.
  • If unchecked: excludes the question data from the Knowledge Base lookup index.
5Edit

Closes the Edit Question controls when it is open.

Click "Done" to save any changes you made to the question.

6Delete

Deletes the survey question.

Clicking on the "Delete" button will delete the question immediately.

A dialog box to confirm or cancel the delete action is not presented.

7Question type-specific controls

These controls will differ based on the type of survey being configured.

See the "Question types" table below for the controls specific to each question type.

8DoneSaves changes to the question and hides the question controls.

Question types

There are two general types of questions:

  • Common question types support the configuration of any data, and are common across all surveys.
  • Data-specific question types capture a specific type of data based on the survey.

Pre-chat surveyUnavailable surveyPost-chat surveyAgent survey

Common question types:

These questions types are available in all surveys.

They can be configured to capture any data.

  • Textbox
  • Radio Buttons
  • Checkboxes
  • Dropdown List
  • HTML/Plain Text
  • Text Area
  • Multi-select
  • Section
  • Textbox
  • Radio Buttons
  • Checkboxes
  • Dropdown List
  • HTML/Plain Text
  • Text Area
  • Multi-select
  • Section
  • Textbox
  • Radio Buttons
  • Checkboxes
  • Dropdown List
  • HTML/Plain Text
  • Text Area
  • Multi-select
  • Section
  • Textbox
  • Radio Buttons
  • Checkboxes
  • Dropdown List
  • HTML/Plain Text
  • Text Area
  • Multi-select
  • Section

Data-specific question types:

These question types capture a specific type of data that is specific to the type of survey.

  • Visitor Name
  • Visitor E-mail
  • Visitor Phone
  • Group (Dropdown List)
  • Group (Radio)
  • Social Login
  • Visitor Language
  • Page Break
  • Visitor Name
  • Visitor E-mail
  • Visitor Phone
  • Group (Dropdown List)
  • Group (Radio)
  • Social Login
  • Visitor Language
  • Page Break
  • Net Promoter Score
  • Star Rating
  • Page Break
  • Tags

Common question types

All surveys offer the following question type options. The unique controls specific to each question type are described below.

Question typeQuestion type-specific controlsDescription
Textbox

The textbox question type will display a textbox to the visitor.

  1. Placeholder text (Optional): Text that is displayed in a lighter font within the textbox that gives the visitor detailed instructions about the question.
  2. Variable Name: (Optional): Allows the assignment of a name to the question data so it can be used as a variable in the rule builder and macros in other controls.
Radio Buttons

The radio button question type will display a set of radio buttons to the visitor.

  1. List Order: Mouse-over the list order icon to click and drag the radio button option to a new position in the radio button list.
  2. Radio button icon: Indicates that a radio button option is being configured. 
  3. Radio button text: The text of the radio button option displayed to the visitor.
  4. Click to add option: creates a new radio button option.
  5. Delete: Deletes the radio button option.


Clicking on the "Delete" button will delete the radio button option immediately.

A dialog box to confirm or cancel the delete action is not presented.

Checkboxes

The Checkboxes question type will display a list of checkboxes to the visitor.

  1. List Order: Mouse-over the list order icon to click and drag the checkbox to a new position in the checkbox list.
  2. Checkbox icon: Indicates that a checkbox option is being configured. 
  3. Checkbox text: The text of the checkbox option displayed to the visitor.
  4. Click to add option: creates a new checkbox option.
  5. Delete: Deletes the checkbox option.


Clicking on the "Delete" button will delete the checkbox option immediately.

A dialog box to confirm or cancel the delete action is not presented.

Dropdown list

The Dropdown list question type will display a select menu with the dropdown list to the visitor.

  1. List Order: Mouse-over the list order icon to click and drag the dropdown option to a new position in the dropdown list.
  2. Dropdown text: The text of the dropdown option displayed to the visitor.
  3. Click to add option: creates a new dropdown option at the bottom of the list.
  4. Delete: Deletes the dropdown option.
HTML/Plain Text

The HTML/Plain Text control will insert a text message in the survey.

  1. Content: Enter the message to be displayed to the visitor in the survey. Html markup tags can be used to format the text.


Text Area

The text are question type will display a text area to the visitor.

  1. Placeholder text (Optional): Text that is displayed in a lighter font within the textbox that gives the visitor detailed instructions about the question.
  2. Variable Name: (Optional): Allows the assignment of a name to the question data so it can be used as a variable in the rule builder and macros in other controls.
Multi-select

The Multi-select question type will display a select menu with a dropdown list to the visitor, with the ability to select more than one option in the dropdown menu.

  1. List Order: Mouse-over the list order icon to click and drag the dropdown option to a new position in the dropdown list.
  2. Dropdown text: The text of the dropdown option displayed to the visitor.
  3. Click to add option: creates a new dropdown option at the bottom of the list.
  4. Delete: Deletes the dropdown option.

Pre-chat and unavailable survey question types

Following are the data-specific question types available as options for the pre-chat and post-chat surveys:

Question typeQuestion type-specific controlsDescription
Visitor Name

Displays a textbox to capture the visitor's name.

The Visitor Name is a reserved variable {VisitorName} that becomes available in other rule builders and macro tools.

  1. Placeholder text (Optional): Text that is displayed in a lighter font within the textbox that gives the visitor detailed instructions about the question (Example: "Please provide your full name").
Visitor Email

Displays a textbox to capture the visitor's email address.

The Visitor Email is a reserved variable {VisitorEmail} that becomes available in other rule builders and macro tools.

  1. Placeholder text (Optional): Text that is displayed in a lighter font within the textbox that gives the visitor detailed instructions about the question. (example: "Please provide your work email").
Visitor Phone

Displays a textbox to capture the visitor's phone number.

There are no other question type-specific controls for the Visitor Phone question type.

Group (Dropdown List)

Displays a select menu with a dropdown list that will allow the visitor to select the skill group or department they want to chat with.

  1. Visible
    1. If Unchecked: the group will not be visible in the dropdown list.
    2. If Checked: the group will be visible in the dropdown list.
  2. Group name: The name of the group, for internal use. Group names are set in the Manage Groups control.
  3. Label Text: the text that will be displayed in the dropdown list option.
Group (Radio)

Displays a radio button set to allow the visitor to select the skill group or department where they want the chat to be sent.

  1. Visible
    1. If Unchecked: the group will not be visible in the radio button set.
    2. If Checked: the group will be visible in the radio button set.
  2. Group name: The name of the group, for internal use. Group names are set in the Manage Groups control.
  3. Label Text: the text that will be displayed in the dropdown list option.
Social Login

Displays one or more buttons to allow the visitor to login with their social media credentials.

Social media platforms that are configured in the integrations section (https://app.velaro.com/#/admin/account/integrations) are displayed as options.

  • If unchecked: the button to login with the social media platform is not displayed
  • If checked: the button to login with the social media platform is displayed.
Visitor Language

The Visitor Language question type will display a select menu to allow the visitor to select their preferred language.

The visitor chat window and system notifications will remain in the same language, but the visitor can type in their preferred language and Google Translate will translate the visitor's message to the agent's language.

There are no other question type-specific controls for the Visitor Language question type.

For advanced language features that detect the visitor language and change the visitor chat window labels and system messages to match the detected language, please contact Velaro Support.

Page Break
The page break control will insert a page break into the survey.

Post-chat survey question types

Question typeQuestion type-specific controlsDescription
Net Promoter Score

The Net Promoter Score will insert a 10 point rating scale into the survey:

The scale populates the Net Promoter Score report, found in Reports > Customer Satisfaction > engagements (https://app.velaro.com/#/reports/customer-satisfaction/engagements).

Star Rating

The Star Rating will insert a 5 point star rating scale into the survey:

The star rating populates the "Star Rating" field in the engagement report (

Page Break
The page break control will insert a page break into the survey.

Agent survey question types

Question typeQuestion type-specific controlsDescription
Tags

The Tags control will allow an agent to insert keyword tags that describe the chat discussion.