Add a post-chat survey to a chat window so that customers can provide feedback in the window at the end of their session.
| Available in: both Salesforce Classic and Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions |
| Available with the Feedback Management - Starter and Feedback Management - Growth licenses |
Note
- With the Feedback Management - Starter license, you can configure chat sessions to open surveys only from Experience Cloud sites.
- With the Feedback Management - Growth license, you can configure chat sessions to open surveys from Experience Cloud sites and external websites.
To embed a survey in a chat window on an external website or an Experience Cloud site, add the URL of the website that hosts the survey as a trusted website. Then select the survey in the corresponding embedded service deployment.
Tip To send postchat surveys to users in your Salesforce org, the embedded service
deployment can't have a pre-chat form configured.
Keep in mind these considerations when embedding a survey in a chat window.
- You can use only active surveys to gather post-chat feedback.
- An unauthenticated survey invitation is generated each time a customer chooses to provide feedback.
- If the pre-chat form is configured to associate customer information with Salesforce records, the survey invitation record is associated with the same Salesforce records.