What it does

The Send Survey workflow step has a setting called Close the chat after the survey is submitted. When it is on, the conversation ends as soon as the visitor finishes the survey: they submit the form, or answer the last question when the survey is delivered one question at a time. It is off by default, so existing workflows behave exactly as before.

When to use it

Use it when the survey takes the place of a live chat. The most common case is visitors who cannot reach an agent. They see your Unavailable survey, leave their details, and the chat closes instead of sitting open with nobody answering.

Leave it off when the workflow should keep going after the survey, for example a post-chat satisfaction survey followed by more steps.

Recommended setup

1. Open the workflow and add a Route to Team step for the team the visitor is trying to reach.
2. Turn on Check availability. The step then has three outputs: Available, Unavailable, and After Hours.
3. On the Unavailable output, add a Send Survey step and pick your Unavailable survey.
4. In the Send Survey settings, turn on Close the chat after the survey is submitted.
5. Optionally repeat steps 3 and 4 on the After Hours output.
6. Save and enable the workflow.

Another way to get the same result

You can also place a Close Conversation step directly after the Send Survey step. This works when the survey is delivered as a form, because the next step runs once the visitor submits. The single setting above is simpler to maintain, so we recommend it.

Review the answers

Answers are saved with the conversation like any other survey response. If you only need to collect feedback without a chat, you can also share the survey's standalone link and review submissions from the Surveys area.

Ask Moshky

Moshky can explain this setting and build the workflow for you. Try: "Set up my Unavailable survey so the chat closes after the visitor submits it."