Post-chat survey for web visitors
Deliver a configured survey after chat, send operator feedback questions during chat or collect feedback through an email link.
What it is
Post Chat Survey offers visitors feedback questions linked to their conversation. You can offer feedback after chat, let an operator send performance questions during chat, or include survey choices in an email. These flows use the surveys you create in Surveys.
Who uses it and why
Users with the Settings role select web-chat surveys and decide when to offer them. Ask Powerfront to configure email account survey delivery. Operators request feedback from visitors in their assigned chats. Visitors rate the service or answer follow-up questions.
Where to find it
With the Settings role, select surveys in Settings › Chat › Themes and manage delivery options in Settings › Chat › General Settings. Create questions in Settings › Events › Surveys with the Settings or Manager role.
Operators use Send Survey in the selected visitor's chat controls. Powerfront manages email account survey delivery in Settings › Email › Email Accounts.
How it works
After an eligible chat ends, the pane can show Take the survey or its customised label. The survey opens in the pane, presents its questions and shows completion text when finished. The current pane remembers question progress in the browser using cookies.
To request feedback during chat, the assigned operator selects Send Survey and then Confirm. INSIDE uses the visitor's configured survey and presents questions categorised as Operator Performance. A survey without those questions has nothing to display in this flow.
An email can contain rating or yes/no choices. Selecting a choice records that answer and redirects the visitor to the configured survey page. The linked flow checks existing answers, can continue unanswered questions and recognises a survey already completed for the conversation.
Configure it
- With the Settings or Manager role, create the survey and set any Operator Performance question categories.
- With the Settings role, select Post Chat Survey in the applicable theme. Set Virtual Assistant Post Chat Survey separately where used.
- In General Settings, decide whether to show feedback when the visitor ends chat and whether operators can send surveys.
- Adjust Post Chat Survey Button Label if needed.
- Ask Powerfront to configure survey delivery and the destination page for email accounts. Email survey selection supports surveys whose first question is a star rating or yes/no image selection.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Post Chat Survey | Settings › Chat › Themes › General › Settings | website | Not set | Settings role | Select the survey for the theme's ordinary chat feedback flow. No survey is selected when not set. |
| Virtual Assistant Post Chat Survey | Settings › Chat › Themes › General › Settings | website | Not set | Settings role | Select the survey for chats handled by the virtual assistant. No virtual-assistant survey is selected when not set. |
| Post Chat Survey Button Label | Settings › Chat › Themes › General › Messages | website | Take the survey when no text is supplied | Settings role | Set the visitor button wording for starting feedback after chat. |
| Show Post Chat Survey when Visitor ends Chat | Settings › Chat › General Settings | website | Off when not configured | Settings role | Permit post-chat feedback when a visitor ends a human-handled chat, subject to do-not-disturb behaviour. |
| Show Post Chat Survey in Chat Pane | Settings › Chat › General Settings | website | Off for older panes; always on for themes | Settings role | Choose in-pane survey delivery for older setups; themes always show the survey in the pane. |
| Allow Operators to Send Surveys | Settings › Chat › General Settings | website | Off when not configured | Settings role | Let the assigned operator send the visitor's configured survey during the conversation. |
| Show Survey Results to Operators | Settings › Chat › General Settings | website | Off | Settings role | Notify operators of the visitor's survey score. |
Permissions
| Permission | Lets you |
|---|---|
| Settings | Select theme surveys and configure web-chat survey delivery. |
Limits and good to know
- The operator must be assigned to the conversation to send its survey.
- A virtual-assistant chat without its own survey does not automatically use the human-chat survey.
- Applying do-not-disturb behaviour when the visitor ends chat suppresses post-chat delivery.
- Starting another chat or a handover can skip or remove the pending post-chat survey.
- Cookies help restore in-browser progress; they are not a guarantee of progress on another device.
Depends on and works with
View all connections as a list
This feature uses
- Starting, ending and expiring chatsRequires
Post-chat delivery follows the conversation lifecycle.
- Post-chat surveys in messaging channelsRelated
Messaging accounts configure linked or in-app post-chat surveys separately.
- Email templates and ticket notificationsConfigured by
Email templates must include the survey placeholder to display linked rating choices.
- Salesforce cases and conversation linksEnhances
Enabled Salesforce survey saving can associate supported feedback with the case and conversation.
- Customer survey and NPS reportsRelated
Survey reports associate feedback answers and scores with their conversations.
- Visitor chat themes and brandingConfigured by
The visitor's theme selects ordinary and virtual-assistant surveys.
- Visitor survey questions and scoresRequires
Survey definitions supply the questions, categories and completion text.
Used by
- Visitor and conversation information panelsEnhances
Survey delivery adds Send Survey for eligible conversations and configured operator-performance questions.
- Starting, ending and expiring chatsEnhances
Eligible endings can invite the visitor to a post-chat survey.
- Visitor survey questions and scoresEnhances
Deliver a survey after chat, from an operator or through a survey link.
- Virtual Assistant task pauses and handoverEnhances
End and unavailable-transfer actions can suppress the post-chat survey.
- Post-chat surveys in messaging channelsEnhances
Linked delivery opens the survey outside the messaging app.
- Email templates and ticket notificationsEnhances
Email can present links to the selected survey.
- Salesforce cases and conversation linksEnhances
Supported post-chat survey results can be associated with the case and conversation.
- Customer survey and NPS reportsEnhances
Post-chat and linked survey delivery supplies customer responses.
FAQ and troubleshooting
Why can I not send a survey?
Check Allow Operators to Send Surveys, the visitor's configured survey and your assignment to the chat. The survey also needs Operator Performance questions for this delivery.
Why is no survey shown after a virtual-assistant chat?
Check Virtual Assistant Post Chat Survey in the theme. It is selected separately from the ordinary survey.
Why is no survey shown when the visitor ends chat?
Check Show Post Chat Survey when Visitor ends Chat and the do-not-disturb setup. Also check whether the conversation was handled by a virtual assistant with a separately selected survey.
Why does an email survey link say it has already been answered?
The linked flow recognises completed feedback for that conversation. Reopening the link does not start a fresh survey response.