Post-chat surveys in messaging channels
Collect feedback after a messaging conversation through a survey link or supported questions in the messaging app.
What it is
Post Chat Survey collects feedback after an eligible messaging conversation ends. The customer either follows a survey link or answers questions in the messaging app. Delivery options depend on the connected service.
Who uses it and why
- Administrators agree the survey and delivery method for each messaging account with Powerfront.
- Supervisors choose questions that measure the service customers received.
- Visitors give feedback without starting another support request.
Where to find it
Users with Settings or Manager manage survey definitions in Settings › Events › Surveys.
Powerfront manages the account's Post Chat Survey tab in Settings › General Settings › Integrations.
How it works
For the operator-ended messaging path, INSIDE checks that surveys are enabled for the account and that the conversation includes an operator reply, at least one operator message and more than one visitor message. A survey already shown to the visitor is not sent again by this path.
With linked delivery, the customer receives a link to the selected survey. With Send Survey Within Platform, INSIDE sends the survey introduction and supported questions one at a time. Each accepted reply advances to the next question, and answers belong to the ended conversation.
For choice questions, customers can reply with the displayed number or matching translated option text. Star questions accept 1 to 5 or corresponding star characters. Invalid answers produce the configured Validation Error Message.
When skipping is enabled, a matching Survey Skip Keywords reply ends the whole survey. Replies received after expiry return to ordinary message handling.
Configure it
With the Settings or Manager role, create the survey in Surveys, then ask Powerfront to enable Enable Post Chat Survey and select it on each account. Ask Powerfront to select a specific survey even if a default chat survey already exists.
For linked delivery, agree the Post Chat Survey Url with Powerfront. For supported in-platform delivery, ask Powerfront to set Survey Response Expiry (mins), validation text and any skip keywords. The editor accepts expiry values from 1 to 600 minutes.
When supplying skip keywords to Powerfront, separate them with commas and avoid spaces around each keyword.
Test every question in the messaging app before using the survey for scored reporting.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Enable Post Chat Survey | Settings › General Settings › Integrations › Post Chat Survey | channel | Off | Powerfront | Enables post-chat survey delivery for the selected messaging account. |
| Post Chat Survey | Settings › General Settings › Integrations › Post Chat Survey | channel | Not set: linked delivery can use the default chat survey; in-platform delivery needs an account survey | Powerfront | Selects the survey for the account. Select a specific survey for in-platform delivery. |
| Send Survey Within Platform | Settings › General Settings › Integrations › Post Chat Survey | channel | Off | Powerfront | Sends supported questions in the messaging conversation instead of sending a survey link, where the account offers this option. |
| Post Chat Survey Url | Settings › General Settings › Integrations › Post Chat Survey | channel | Not set: uses the associated subsite address where available, otherwise the website address | Powerfront | Supplies the page address used for linked surveys. Without an override, INSIDE uses the associated subsite address where available, otherwise the website address. |
| Survey Response Expiry (mins) | Settings › General Settings › Integrations › Post Chat Survey | channel | 60 minutes | Powerfront | Sets how long in-platform replies are accepted, measured from the conversation's last message. |
| Validation Error Message | Settings › General Settings › Integrations › Post Chat Survey | channel | Sorry, we couldn't validate your input, please try again. | Powerfront | Tells the customer that an in-platform survey answer was not accepted. When no text is saved, the fallback omits the final full stop. |
| Allow Skipping Survey | Settings › General Settings › Integrations › Post Chat Survey | channel | Off | Powerfront | Allows the customer to end the survey using a configured keyword. |
| Survey Skip Keywords | Settings › General Settings › Integrations › Post Chat Survey | channel | Skip when skipping is enabled and no keywords are supplied | Powerfront | Defines comma-separated words that end the active survey, ignoring letter case. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Create and edit survey definitions through Events. |
| Manager | Create and edit survey definitions through Events. |
Limits and good to know
- In-platform surveys skip checkbox questions.
- In-platform NPS questions accept numerical replies from 1 to 10 in this release.
- In-platform answers with zero or negative scores are saved without that score. Test scored questions before comparing results with linked surveys.
- Survey expiry is measured from the conversation's last message, not a separate countdown shown to the customer.
- In-platform delivery is not implemented for SMS in the reviewed conversation-ending path. Use linked delivery for that path.
Depends on and works with
+3 more · used by
- Viber messaging channel setupEnhances
The account can enable a post-chat survey.
- Apple Messages conversationsEnhances
The account can enable a post-chat survey.
- SMS number and channel setupEnhances
Each text number can enable a post-chat survey.
View all connections as a list
This feature uses
- SubsitesConfigured by
A subsite address can supply the linked-survey page address.
- Supported languagesConfigured by
Supported languages provide the survey's translated question and answer variants.
- Starting, ending and expiring chatsRequires
Eligible conversation endings trigger survey delivery.
- Messaging channel connectionsConfigured by
Messaging account settings select the survey and control delivery, expiry and whether surveys are enabled.
- SMS number and channel setupConfigured by
Each SMS number selects and enables its linked post-chat survey.
- Visitor survey questions and scoresRequires
Survey definitions supply questions, answers and scores.
- Post-chat survey for web visitorsEnhances
Linked delivery opens the survey outside the messaging app.
Used by
- Post-chat survey for web visitorsRelated
Messaging accounts configure linked or in-app post-chat surveys separately.
- Messaging channel connectionsEnhances
Accounts can enable post-chat surveys.
- WhatsApp channel setupEnhances
The account can deliver post-chat surveys.
- Facebook Messenger channel setupEnhances
The Page account can send a post-chat survey link.
- Instagram messages and story repliesEnhances
The account can enable a post-chat survey.
- LINE messaging channel setupEnhances
The account can enable a post-chat survey.
- WeChat messaging channel setupEnhances
The account can enable a post-chat survey.
- KakaoTalk messaging conversationsEnhances
The account can enable a post-chat survey.
- Viber messaging channel setupEnhances
The account can enable a post-chat survey.
- Apple Messages conversationsEnhances
The account can enable a post-chat survey.
- SMS number and channel setupEnhances
Each text number can enable a post-chat survey.
FAQ and troubleshooting
Why did a short conversation receive no survey?
The operator-ended messaging path requires an operator reply and more than one visitor message. Also ask Powerfront to check that surveys are enabled for the correct account.
Why is a question missing?
Checkbox questions are skipped in in-platform surveys. Use a supported question or linked delivery.
Why did a later reply become a new service message?
The active survey may have expired or been skipped. INSIDE then handles the reply as an ordinary message.
Does Skip move to the next question?
No. A configured skip keyword ends the active survey.
Why is zero rejected on an NPS question?
The in-platform validator accepts 1 to 10 in this release. Test linked delivery if your survey needs a different scale.