Conditional branching (also known as "conditional questions" or "skip logic") is a survey feature that changes which question the visitor sees next based on their answer to the current question. This will allow you to create a custom survey path and get more detailed answers from your visitors based on the answers they provide. Conditional branching can be configured in any of the four Velaro survey types.
The Conditional branching option in surveys is available to customers that have the "Section" question type enabled in their account.
Creating a conditional question
Step 1: Design your survey
It is helpful to outline your survey questions and their conditional response questions in advance; this will save re-work when configuring the survey. In this example, we will configure the following questions:
Step 2: Configure the "Section" question
The "Section" question type is used to create a question with answers that can each trigger the display of another question.
Questions that are configured to be a "Section" question type are those that allow you to branch. Any question can be configured to be a "Section".
Using the example from Step 1, the question "What working hours do you prefer" has been designated as a "Section" question type. The question "What shift(s) do you prefer" is not. However, it could be, if you wanted one or more of its answers to trigger the display of another question.
To configure the "Section" question, enter the question in the "Question Title" field, then select "Section" from the "Question Type" field.
"Section" question types are always single-select dropdown lists; this cannot be changed.
Configure the remaining question settings, then click "Done".
to save the survey.
You must save the survey after you create a "Section" question type, or it will not be visible in the "Conditional Display" menu to configure conditional display questions.
Step 3: Add the "Conditional display" question
Once you have the Section question created, configure the question that will display based on an answer to the "Section" question.
Using the example from Step 1, when the answer to "What working hours do you prefer?" is "Part time", then the question "What shift do you prefer?" will be displayed:
To configure the "Conditional display" question, enter the question title, select the question type, then select the answer that you want to display the conditional question in the "Conditional display" control.
All question types are available when you are configuring a question for conditional display. However, don't select "Section" as the question type unless you want that question's answers to also display conditional question(s).
Configure the rest of the question settings, then click "Done"
to save the survey.
Step 4: Test the survey
Use the Test Chat feature in the Deploy section (https://console-staging.velaro.com/#/admin/deploy/test-chat) to confirm the survey is correct. Be sure to select the group for which you configured the survey. Following are screenshots of the example.
When the chat is started, the pre-chat survey is displayed.
When the Name and Email fields are completed and "Full time" is selected as the answer to "What working hours do you prefer?", the survey is complete and clicking the Start Chat button will submit the survey and start the chat.
When "Part time" is selected as the answer to "What working hours do you prefer?", the question "What shift(s) do you prefer?" is displayed. When the visitor selects one or more checkboxes, the survey is complete and clicking the Start Chat button will submit the survey and start the chat.
Check all of your "required" messages (if questions are set as "required") by submitting an empty survey.