Pre-chat surveys are a way to collect data from your customers before they enter chat. This can provide your agents with better information on how to help your customer, as well as allowing you to collect contact information for support follow-ups, marketing outreach etc.
To configure the pre-chat survey, go to Account Setup > Workflows > Pre-chat survey (https://app.velaro.com/#/admin/workflows/pre-chat-survey). The Pre-chat survey is available in Basic and Advanced Workflows.
Pre-chat survey enabled
When the "Enable pre-chat survey" box is checked (Default) the following controls are displayed for the pre-chat survey.
| # | Control | Description |
|---|---|---|
| 1 | Group | The group for which the pre-chat survey is configured. |
| 2 | Import | Clicking the import button opens a dialog box that allows you to upload a pre-configured pre-chat survey. |
| 3 | Enable Pre-chat survey |
|
| 4 | Visitor name | The name that is displayed when the visitor posts a message. The Visitor name field can be left blank, and no visitor name will be displayed. |
| 5 | E-mail to | Insert one or more email addresses to be sent a email with the results of the pre-chat survey. |
| 6 | Header text | The introductory text message displayed in the header of the pre-chat survey. |
| 7 | Submit button text | The text displayed on the submit button of the pre-chat survey |
| 8 | Next page button text | The text displayed on the next page button of the pre-chat survey |
| 9 | Previous page button text | The text displayed on the previous page button of the pre-chat survey |
| 10 | Survey | The pre-chat survey as it is currently configured. See the Survey Builder article for details about the controls available to configure a pre-chat survey. |
| 11 | Add items | Clicking the Add Items button opens the Survey Builder controls. |
| 12 | Save | Clicking the save button to save the changes to the pre-chat survey Be sure to save changes to the survey before navigating away from the page or your updates will be lost. |
Pre-chat survey disabled
When Enable Pre-chat survey box is unchecked, a message is displayed to the visitor with the instruction to send a message to begin a chat with an agent.
The following controls are available when the pre-chat survey is disabled.
| # | Control | Description |
|---|---|---|
| 1 | Visitor name | The name that is displayed when the visitor posts a message. The Visitor name field can be left blank, and no visitor name will be displayed. |
| 2 | Intro text | The message displayed to the visitor with the instruction to send a message to begin a chat with an agent. |