---
schema_version: "1"
id: 782c31ec7f9bb3ac02a19946b20d5ff6de14bd0051ffd765e2a5998a2eecce28
title: Set Up Post-Conversation Surveys for Enhanced Chat
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/messaging_components_post_chat_survey.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.messaging_components_post_chat_survey.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6b9b93f2e7b4de864600aed04a8e5efc4a42107f199520366d8e19dabdbb625e
description: At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Set Up Post-Conversation Surveys for Enhanced Chat

At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.messaging_editions.htm&amp;type=5&amp;language=en_US" target="_blank">View supported editions.</a></td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <a name="messaging_components_post_chat_survey__d583e335"><!-- --></a><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" id="messaging_components_post_chat_survey__d583e335" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/checkmark.png" alt="Checkmark"></span>
              <strong>This article applies to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced In-App Chat and Enhanced Web Chat channels</td>

          </tr>
          <tr class="">
            <td class="slds-cell-wrap" style="vertical-align:top;">
              <span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/resources-global/_corporate/images/crossmark.png" alt="X icon"></span>
              <strong>This article doesn’t apply to:</strong>
            </td>

            <td class="slds-cell-wrap" style="vertical-align:top;">Enhanced WhatsApp, Enhanced Facebook Messenger, Standard and Enhanced SMS,
              Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own
              Channel</td>

          </tr>
        </tbody>
      </table> <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d40775e98">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">To create messaging components:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">
              <p>Customize Application AND View Setup and Configuration </p>
              <p>OR</p>
              <p style="margin-bottom:0;">System
                Administrator </p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">&nbsp;</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">&nbsp;</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">To view channels:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">View Setup and Configuration</td>

          </tr>

          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">To access customer feedback on messaging sessions page</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d40775e98 ">
              <p>Salesforce Advanced Features Starter</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Salesforce Surveys Advanced Features</p>
            </td>

          </tr>

        </tbody>
      </table>

## Step 1: Create Your Survey

You can send post-chat surveys created in Salesforce Feedback Management or via a third-party solution. This article focuses on surveys created in Salesforce Feedback Management.

1. Ensure that you have the [correct licensing](https://help.salesforce.com/s/articleView?id=xcloud.concept_add_on_license.htm&type=5&language=en_US) for Salesforce Surveys, then [create a survey](https://help.salesforce.com/s/articleView?id=xcloud.concept_create_survey_and_add_questions.htm&type=5&language=en_US) in Salesforce. Optionally, [include merge fields](https://help.salesforce.com/s/articleView?id=xcloud.concept_merge_fields.htm&type=5&language=en_US) to personalize the text shown in the survey.
2. [Generate and copy](https://help.salesforce.com/s/articleView?id=xcloud.task_send_generate_link.htm&type=5&language=en_US) your survey link. The link automatically contains several parameters, such as an invitationId, surveyName, and UUID.

## Step 2: Create an Auto-Response Messaging Component

Create an auto-response messaging component that’s linked to your survey. This component is used to send the survey at the end of a messaging session.

1. From Setup, enter Messaging Components in the Quick Find box, and then select **Messaging Components**.
2. Click **New Component**.
3. Select **Auto-Response**, and then click **Next**.
4. Enter your introductory text without your survey link.
    
    ![Survey prompt screen showing Will you take our survey?](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_survey_prompt.png)
5. Enter a name and description for your component, and click **Done**.
    
    The Messaging Component Builder opens.
6. On the Component Details page, further customize your auto-response.
    1. Click **Add Format**, select **Web Page**, and then click **Done**.
    2. Select **Web Page** in the left-hand menu and configure its properties in the Component Properties pane.
        
        ![Web Page properties pane](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_survey_prop.png)
    3. Under Message Configuration, select **Constant** for Type and **$Constants.Title** for Constant. Completing this step ensures that your survey introductory text appears above the link.
    4. Under URL Configuration, select **Survey Link** for Type.
    5. Under Display Configuration, select **Popup** to open the survey link in the chat window, or **Chat Message** to show the survey link as a clickable link preview. In Enhanced In-App Chat, all auto-responses appear as chat messages regardless of this setting.
    6. Save your changes.
7. Update the plain text version of your component, which is used if the Web Page format isn’t available.
    1. Click **Text** in the left-hand menu.
    2. The Formula Template field contains your survey introductory text. After the text, add the survey URL that you copied from the Survey Builder.
        
        ![Messaging Component Builder, text format](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_survey_text_template.png)
    3. Save your changes.

## Step 3: Update Your Channel Settings

Associate your messaging component with the Enhanced Chat channel where you want customers to receive the post-chat survey link.

1. From Setup, enter Messaging Settings in the Quick Find box, and then select **Messaging Settings**.
2. Find your Enhanced Chat channel in the list, and click **Configure Survey** in its dropdown action menu.
    
    ![Channels related list with Configure Survey action highlighted on an Enhanced Chat channel](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/config_survey.png)
3. Select the survey you created, and click **Save** to return to the list of channels.
4. Click the name of your Enhanced Chat channel.
5. Scroll to the Automated Responses section of the channel settings.
6. In the End Conversation field, select your auto-response component.
7. Save your changes.
    
    The survey link is sent to customers when an Enhanced Chat session ends.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)
    
    Note If you are using a third-party site to send a survey, the site domain must be added as a Trusted URL. Follow the steps in [Manage Trusted URLs](https://help.salesforce.com/s/articleView?id=xcloud.security_trusted_urls_manage.htm&language=en_US) to add the domain, then set CSP Context to All, and check the box next to **frame-src (iframe content)** under CSP Directives.

## Step 4: Test Your Post-Chat Survey

Verify that your survey works as intended.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/images/icon_note.png)

Note To prevent an end-user from sending multiple post-chat surveys for the same messaging session, we only send the survey to one tab, even if the end-user has the conversation open in multiple tabs.

1. Start and then end a sample Enhanced Chat session.
2. Verify that the survey was sent.

When an auto-response component containing a Salesforce Feedback Management survey is sent, here’s how it looks in the Enhanced Conversation component.

![Chat bubble with text and icon](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_agent_ex.png)

Here’s how one of the survey screens might look to an Enhanced Web Chat customer.

![Chat window showing CSAT questions](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_channels-264-0-0-production-enus/f3c4b3d2-ff86-4f7c-9fe2-3d8b23d35109/support_channels/images/messaging/messaging_autoresponse_customer_ex.png)

When the auto-response is sent in an Enhanced Chat session and the user completes the survey, a survey invitation record is automatically created.

- If the messaging user is associated with a contact, lead, or case that includes a contact, the identifying record is associated with the survey response. When you [view the survey responses](https://help.salesforce.com/s/articleView?id=xcloud.concept_survey_data.htm&type=5&language=en_US) in the Analyze tab of the Survey Builder, the Participant ID is the record ID of the contact, lead, or case.
- If the messaging user is anonymous, meaning it isn’t associated with a contact, lead, or case that includes a contact, the survey response isn’t linked to the messaging user. As a workaround, include a required survey question where the person provides their name, and use the name and survey response date to match the response to a contact or messaging session.

## Step 5: Access Customer Feedback from the Messaging Sessions Page

Track survey invitations and review the responses directly from the Messaging Session page.

1. In Setup, click **Object Manager**.
2. In the Quick Find box, enter Messaging Session, and select **Messaging Session**.
3. In the left pane, select **Page Layouts**.
4. Click **Messaging Session Layout** and then select **Related Lists**.
5. Drag **Survey Invitations and Responses** to the Related Lists section at the bottom of the page.
6. Save your changes.