Gather Feedback at the End of a Customer Support Chat Session

Add a post-chat survey to a chat window so that customers can provide feedback in the window at the end of their session.

Note

• With the Feedback Management - Starter license, you can configure chat sessions to open surveys only from Experience Cloud sites.
• With the Feedback Management - Growth license, you can configure chat sessions to open surveys from Experience Cloud sites and external websites.

To embed a survey in a chat window on an external website or an Experience Cloud site, add the URL of the website that hosts the survey as a trusted website. Then select the survey in the corresponding embedded service deployment.

Tip To send postchat surveys to users in your Salesforce org, the embedded service deployment can't have a pre-chat form configured.

Keep in mind these considerations when embedding a survey in a chat window.

• You can use only active surveys to gather post-chat feedback.
• An unauthenticated survey invitation is generated each time a customer chooses to provide feedback.
• If the pre-chat form is configured to associate customer information with Salesforce records, the survey invitation record is associated with the same Salesforce records.