Loading
Salesforce now sends email only from verified domains. Read More
Help Agent Performance DegradationRead More
Agentforce Contact Center
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Set Up Post-Conversation Surveys for Enhanced Chat

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Contact Center

            Set Up Post-Conversation Surveys for Enhanced Chat

            At the end of an Enhanced Chat session, automatically send the customer a link to a Salesforce Feedback Management survey.

            Required Editions

            View supported editions.
            Checkmark This article applies to: Enhanced In-App Chat and Enhanced Web Chat channels
            X icon This article doesn’t apply to: Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
            User Permissions Needed
            To create messaging components:

            Customize Application AND View Setup and Configuration

            OR

            System Administrator

               
            To view channels: View Setup and Configuration
            To access customer feedback on messaging sessions page

            Salesforce Advanced Features Starter

            OR

            Salesforce Surveys Advanced Features

            Step 1: Create Your Survey

            You can send post-chat surveys created in Salesforce Feedback Management or via a third-party solution. This article focuses on surveys created in Salesforce Feedback Management.

            1. Ensure that you have the correct licensing for Salesforce Surveys, then create a survey in Salesforce. Optionally, include merge fields to personalize the text shown in the survey.
            2. Generate and copy your survey link. The link automatically contains several parameters, such as an invitationId, surveyName, and UUID.

            Step 2: Create an Auto-Response Messaging Component

            Create an auto-response messaging component that’s linked to your survey. This component is used to send the survey at the end of a messaging session.

            1. From Setup, enter Messaging Components in the Quick Find box, and then select Messaging Components.
            2. Click New Component.
            3. Select Auto-Response, and then click Next.
            4. Enter your introductory text without your survey link.
              Survey prompt screen showing Will you take our survey?
            5. Enter a name and description for your component, and click Done.
              The Messaging Component Builder opens.
            6. On the Component Details page, further customize your auto-response.
              1. Click Add Format, select Web Page, and then click Done.
              2. Select Web Page in the left-hand menu and configure its properties in the Component Properties pane.
                Web Page properties pane
              3. Under Message Configuration, select Constant for Type and $Constants.Title for Constant. Completing this step ensures that your survey introductory text appears above the link.
              4. Under URL Configuration, select Survey Link for Type.
              5. Under Display Configuration, select Popup to open the survey link in the chat window, or Chat Message to show the survey link as a clickable link preview. In Enhanced In-App Chat, all auto-responses appear as chat messages regardless of this setting.
              6. Save your changes.
            7. Update the plain text version of your component, which is used if the Web Page format isn’t available.
              1. Click Text in the left-hand menu.
              2. The Formula Template field contains your survey introductory text. After the text, add the survey URL that you copied from the Survey Builder.
                Messaging Component Builder, text format
              3. Save your changes.

            Step 3: Update Your Channel Settings

            Associate your messaging component with the Enhanced Chat channel where you want customers to receive the post-chat survey link.

            1. From Setup, enter Messaging Settings in the Quick Find box, and then select Messaging Settings.
            2. Find your Enhanced Chat channel in the list, and click Configure Survey in its dropdown action menu.
              Channels related list with Configure Survey action highlighted on an Enhanced Chat channel
            3. Select the survey you created, and click Save to return to the list of channels.
            4. Click the name of your Enhanced Chat channel.
            5. Scroll to the Automated Responses section of the channel settings.
            6. In the End Conversation field, select your auto-response component.
            7. Save your changes.
              The survey link is sent to customers when an Enhanced Chat session ends.
              Note
              Note If you are using a third-party site to send a survey, the site domain must be added as a Trusted URL. Follow the steps in Manage Trusted URLs to add the domain, then set CSP Context to All, and check the box next to frame-src (iframe content) under CSP Directives.

            Step 4: Test Your Post-Chat Survey

            Verify that your survey works as intended.

            Note
            Note To prevent an end-user from sending multiple post-chat surveys for the same messaging session, we only send the survey to one tab, even if the end-user has the conversation open in multiple tabs.
            1. Start and then end a sample Enhanced Chat session.
            2. Verify that the survey was sent.

            When an auto-response component containing a Salesforce Feedback Management survey is sent, here’s how it looks in the Enhanced Conversation component.

            Chat bubble with text and icon

            Here’s how one of the survey screens might look to an Enhanced Web Chat customer.

            Chat window showing CSAT questions

            When the auto-response is sent in an Enhanced Chat session and the user completes the survey, a survey invitation record is automatically created.

            • If the messaging user is associated with a contact, lead, or case that includes a contact, the identifying record is associated with the survey response. When you view the survey responses in the Analyze tab of the Survey Builder, the Participant ID is the record ID of the contact, lead, or case.
            • If the messaging user is anonymous, meaning it isn’t associated with a contact, lead, or case that includes a contact, the survey response isn’t linked to the messaging user. As a workaround, include a required survey question where the person provides their name, and use the name and survey response date to match the response to a contact or messaging session.

            Step 5: Access Customer Feedback from the Messaging Sessions Page

            Track survey invitations and review the responses directly from the Messaging Session page.

            1. In Setup, click Object Manager.
            2. In the Quick Find box, enter Messaging Session, and select Messaging Session.
            3. In the left pane, select Page Layouts.
            4. Click Messaging Session Layout and then select Related Lists.
            5. Drag Survey Invitations and Responses to the Related Lists section at the bottom of the page.
            6. Save your changes.
             
            Loading
            Salesforce Help | Article