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Post chat survey window is a window where visitors can leave evaluative comments and rate agents’ performance after chat. Post chat survey helps you gather clients’ feedback, evaluate employees’ performance, and identify improvement opportunities. |
Step-by-Step Instructions
（1）Log in to the CloudCX Panel.
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Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation
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menu, go to Omni Widget > My Widget. Select a Widget from the My Widget
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drop-down list
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.
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Go to Web Chat > Post-
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Chat.
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In the Post-
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Chat page, you can do the following:
Turn on the Post-chat toggle key to enable
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the Post-chat window.
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（5）Customize the Greeting Message.
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（6）In the Fields section, click the Add a field link.
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（7）In the Add a Post-chat Field window, you can select any of the available fields or click the New Field link to create a new field. Add a Field name, select the Type from the drop-down list and click Save. And you can choose to set it as Visible, Required, or as both. Click Save to save the changes.
For example, you can add a field like “Comments”, and provide a text box for the users to type.
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（8）Once the new field is saved in the Fields section, you can click on the Edit icon to edit and the Delete icon to delete it.
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（9）Click Save. Click Live Preview button, you can view Preview.
Enter a Greeting Message which will display at the top of the Post-chat Window.
Set visible and required fields. For the custom fields, you can find more details from https://cloudfon.atlassian.net/wiki/spaces/CX/pages/edit-v2/48824385#Add-Customize-Fields.
Click Save.
(Optional) Click Live Preview button to preview.
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Now you have set up your post-chat survey window. Your visitors can rate your agents’ chat performance after the chat.
Add Customize Fields
You can add custom fields to collect visitor’s survey based on your business needs.
Step-by-Step Instructions
Click + Add a field.
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In the New Field drawer, you can do the following:
Input a field name. The field name will display within the platform, will not display to visitors.
Select a type for the new field, the type including Text box, Text area, Radio button, Checkbox, Dropdown list, Checkbox list.
Click Save.
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After creating a new field, you will enter Add a Post-Chat field page. In the Add a Post-Chat field page, you can do the following:
Select an existing field or create a new field in the Field Name.
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Input a display name in the Display Name.
Turn on the toggle keys to enable the Visible and Required.
Click Save.
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(Optional) Click Edit to enter the New Field drawer to edit the field.
(Optional) Click Edit to enter the Fields list to edit or delete the field.
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The fields created by the system can not be modified and delete.
The custom field has been added, you can drag and drop the custom field to reorder it.
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