1. Sign in to the desktop or web app.
2. From Engage > Surveys, select + Create survey.
3. From Setup > Questions and Responses, select the type of question you want to ask customers, enter the question, determine if it's optional or required, and then complete the answer or option fields depending on the question type. Here are the available question types:
   • Text box: Recipients respond using free-form text input. (Short answer responses have a 80 character limit. Long answer responses have a 280 character limit.)
   • Single-select:Recipients select a single item from the list options.
   • Multi-select: Recipients can select one or more items from a list of options.
   • Numerical scale: Recipients select a number from a given range (example: 1-5)
   • NPS: Recipients select 1-10 in answer to your question. This option has 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

   Note: For single/multi-select questions, you can set 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.
   1. Select + Add question to add and configure additional questions. You can mix and match question types.
   2. Customize your Post-survey message that will be sent to visitors after they have responded to your survey.
4. Select Save when finished.
5. Once your survey is created, select the desired campaign or create a new one to attach the survey to from Engage > Campaigns.
   Note: If you select an existing campaign, the Status of the campaign must be Draft. You cannot add a survey to a campaign that has been sent.
6. From the message canvas of the campaign, select to choose the desired survey.
7. Select Save when finished.
8. Repeat as needed on additional campaigns.

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. This feature may not be available with your plan.

1. Sign in to the desktop or web app.
2. From Engage > Shared inboxes, select the inbox that you want to add a survey to.
3. From Follow-up, enable Send a follow-up question when a conversation ends, and then complete the following or select one of our preset surveys:
   1. From Questions and responses, enter the question you want to ask customers and the positive and negative response options you want to provide to customers.
   2. Enable Add a request for open feedback if you want to provide a free-form text box for customers to add additional insights beyond the selected response.
   3. Customize your Post-question message that will be sent to visitors after they have responded to your survey.