1. Sign in to our GoTo desktop/web app.
2. From Engage > Surveys > + Add Survey.
3. From Setup, complete the following fields:
   • Type — select the type of survey question:

   Question Type	Description
   Single-select	Recipients can select a single item from the list options
   Multi-select	Recipients can select one or more items from a list of options
   Text box	Recipients will respond using free-form text input. (Short answer responses have a 80 character limit. Long answer responses have a 280 character limit.)
   Numerical scale	Recipients will select a number from a given range (example: 1-5)
   NPS	1-10 scale with built-in NPS calculation. ((number of promoters - number of detractors) / total answers) * 100 9-10 values = promoters 7-8 values = neutrals 1-6 values = detractors

   • Survey Question — Enter the question you want to ask your customers.
   • Mark as Optional— Check mark if it is optional for recipients to respond to this survey question. Otherwise, leave it unchecked.
   • Enter Response Options:
     • Single-select / Multi-select — Add response options.
       Note: You can select the option display as exposed if you would like all the response options to be shown side-by-side, or as compact if you would like the response options to be shown as a drop-down list.
     • Numerical Scale — Define the number range.
4. Optional: Customize your Post-survey message that will be sent to visitors after they have responded to your survey.
5. Select Save.

Admins can enable and setup an automated follow-up survey to collect valuable feedback from customers when a chat conversation has ended and is marked as resolved.

1. Sign in to our GoTo desktop/web app.
2. To enable follow-up survey, navigate from Engage > Shared inbox settings > Follow-ups, then enable Send a follow-up question when a conversation ends.
3. From Question and Response, complete the following fields or select one of our preset surveys:
   • Survey Question — Enter the question you want to ask your customers.
   • Positive Response — Enter the positive response option you want to provide to your customers.
   • Negative Response — Enter the negative response option you want to provide to your customers.
4. Optional: Enable open feedback request as an option to your customers to gain additional insight.