Create a survey to assess and report on your customer's experience with your chat agents.

1. Sign in to the desktop or web app.
2. From Contact Center > Surveys, select + Create survey.
3. Choose between a follow-up survey or a custom survey and then select Next.
4. For follow-up surveys, complete the following:
   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 open feedback request if you want to provide a free-form text box for customers to add additional insights beyond the selected response.
   3. Customize your Post-survey message that will be sent to visitors after they have responded to your survey.
5. For custom survey's, complete the following:
   1. From 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
   2. Select + Add question to add and configure additional questions. You can mix and match question types.
   3. Customize your Post-survey message that will be sent to visitors after they have responded to your survey.
6. Once your survey is created, select the desired inbox queue to attach the survey to from Contact Center > Inbox queues.
7. From Settings > Survey, enable the follow-up survey option and then use the drop-down menu to select the desired survey to use.
8. Select Save when finished.
9. Repeat as needed on additional inbox queues.