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            Gather Feedback at the End of a Messaging Session

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            Gather Feedback at the End of a Messaging Session

            Share survey invitations with a wider audience on WhatsApp and Facebook Messenger, and allow participants to respond on the go by sharing invitation links in an SMS. This feature is available only in standard Messaging channels.

            Required Editions

            Available in: both Salesforce Classic and Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions
            Available with the Feedback Management - Starter and Feedback Management - Growth licenses
            User Permissions Needed
            To configure a survey invitation for a messaging channel: Customize Application
            1. From Setup, in the Quick Find box, enter Messaging, and then select Messaging Settings.
            2. Click the action menu for a standard messaging channel and select Configure Survey.
            3. In the Survey Invitation Settings section, add a message to send with the invitation and select the survey to send.
              Configure survey for a digital engagement channel
              Note
              Note Salesforce Feedback Management doesn't support translating the invitation message.
            4. Save your changes.

            At the conclusion of a standard messaging session, Salesforce Feedback Management sends the survey invitation as a separate message. The invitation sent is based on the type of user associated with the messaging session, such as end user contact, case contact, or lead ID. The survey participant is derived from the context of the chat session. A survey subject record is associated with the survey invitation when the messaging session uses any of these objects:

            • Case
            • Lead
            • End User Account
            • Opportunity
            • End User Contact
            • Case Contact
            • Messaging Session
             
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