Pre-chat Survey

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.

#ControlDescription
1GroupThe group for which the pre-chat survey is configured.
2ImportClicking the import button opens a dialog box that allows you to upload a pre-configured pre-chat survey. 
3Enable Pre-chat survey
  • Unchecked: The Pre-chat survey is disabled. See the following section for controls available when the Pre-chat survey is disabled.
  • Checked (Default): The Pre-chat survey is enabled, and the controls are displayed (#4 - #9 on this table).
4Visitor 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.

5E-mail toInsert one or more email addresses to be sent a  email with the results of the pre-chat survey.
6Header textThe introductory text message displayed in the header of the pre-chat survey.
7Submit button textThe text displayed on the submit button of the pre-chat survey
8SurveyThe 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.
9Add itemsClicking the Add Items button opens the Survey Builder controls.
10Save

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.

#ControlDescription
1Visitor 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.

2Intro textThe message displayed to the visitor with the instruction to send a message to begin a chat with an agent.

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