Customize post-chat surveys in Salesforce

Surveys are for collecting feedback and data from your users or customers by using a simple editor. Use Salesforce Surveys to follow-up with customers who contacted support via live chat. Post-chat surveys are the great way to gather customer feedback at the end of chat session. When customers choose to participate at the end of a session, a survey opens within the chat window to complete.

IMPORTANT

The legacy chat product is in maintenance-only mode, and hence Salesforce won’t continue to build new features. You can continue to use it, but Salesforce no longer recommend that you implement new chat channels. Instead, you can modernize your customer communication with Messaging for In-App and Web. Messaging offers many of the chat features that you love plus asynchronous conversations that can be picked back up at any time.

Post-Chat Survey

Pre-requisites:

1. Available in Lightning Experience 
2. Available in Enterprise, Performance, Unlimited, and Developer editions 
3. Einstein Bot is set up in the org
4. Embedded Service Deployment is set up in the org
5. Either you have community set up or you have your own website to host the embedded code snippet for Einstein Chatbot.
6. Surveys are Enabled in the Org and at least one survey record is created and activated. Only active surveys can be used to gather post-chat feedback.

Steps:

1. Create Permission Set
• Name: Salesforce Feedback Management
• System Permission: Enable Salesforce Surveys Advanced Features
  
  
  
2. Assign the Permission Set created in step 1 to the Admin user in the Org.

Now since you have enabled and set up the surveys and also assigned the newly created permission set to the admin user, it's time to actually configure the post chat surveys on our Embedded Service Deployment(One of the required pre-requisites). Follow along to set up the post chat surveys.

1. From Setup, in the Quick Find box, enter Embedded Service, and then select Embedded Service Deployments.
   
   
   
2. To add a post-chat survey, select View next to an existing embedded service deployment.
3. Click Edit next to Chat Settings.
   
4. In the Chat Setting header, click Edit.
   
5. In the Post-Chat Settings section, search and select any active survey.
   
6. Save your changes.

 NOTE : If your company domain hosts the chat, you must allow list it.

A survey invitation is generated each time a customer decides to provide feedback. If the pre-chat form is configured to associate customer information with Salesforce records, the survey invitation is also associated with the same Salesforce records.

Demo:

Congratulation !!

We are done with all the required set up for setting up Post Chat Surveys, it's time to test this out. We can test in two ways.

1. Digital Experience(Experience Site)
2. Hosting Chat to a Website

Please follow the instructions as outlined any of the aforementioned testing options. For our demo purpose in this blog, we will use Experience Site. 

References:

1. Survey Basics
2. Create and Customize Surveys
3. Salesforce Feedback Management
4. Design and Distribute Surveys with Salesforce Feedback Management
5. Customize Post-Chat Surveys

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