Configuring Chat Surveys
- Gnatta
- Abbey Brown
Quick links in this article:
In this article, we’ll work through the configuration of pre-chat and post-chat surveys for a Gnatta Chat account.
These surveys are not to be confused with a fallback form, which can be presented to a customer as an alternative contact route when your team is offline. Fallback forms can be collected into a specific queue, ready for handling when your agents are next available. To set this up, please get in touch.
About chat surveys
There are two kinds of surveys you can configure on your Gnatta Chat account - pre-chat, and post-chat.
By default, Gnatta will already ask users to provide a name and email address before they can start a chat. You only need to customise your pre-chat survey if you’d like to collect additional data from the customer before commencing the chat.
The post-chat survey can be optionally presented to customers after they click the X button on the chat window. If you don’t configure a post-chat survey, this button will simply close the chat.
Getting started
Configuring a pre or post-chat survey for your Gnatta Chat account is simple - you just need to create the fields for the survey, and then map them to your account.
Get started by going to Configuration > Advanced > Dynamic Data.
Click + Add to create a new field under the ‘Types’ tab. For more information on creating data fields, check: Defining Custom Data
Custom fields can be used in multiple datasets - so you may already have the fields you need! If that’s the case, there’s no need to create a new field. Simply skip to the next step (creating a new dataset).
When you have created (or identified) all of the custom fields you’d like to be filled on the survey, you’ll need to group them together. Switch to the ‘Sets’ tab, and create a new dataset.
Add each of your fields, and click ‘Save’ when you’re ready.
Configure the account
Finally, you’ll need to navigate to your Chat account settings and select the name of your new dataset: Configuration > Advanced > Accounts > Webchat > Your account name
As soon as you click Save, the changes will be live and you will be collecting data from your customers via Gnatta chat.
Logging data on an interaction
By default, the data you’ve collected in your surveys will be stored against the chat conversation. But if that chat is part of a bigger picture of connected conversations (what we call an interaction, in Gnatta!), then you’ll likely want to make sure that data is logged against the interaction too.
To log the pre-chat survey data, we’d recommend adding a flow to a Chat Started event in Workflow so the information is available on the interaction straightaway. To log the post-chat survey data, you’ll need to add a flow to a Chat Survey Completed event in Workflow - we’ve created a template for this right here: Templates | Log Chat Survey
New to Workflow? Try reading this first. Learn About Workflow
At a high-level, to log data from the conversation to the interaction you’ll need to use an Update Interaction action on your flow:
Create an
Update Interactionaction on your flowSelect Preset data
Identify the custom field you want to Preset - in our example, we want to set Phone Number
Use the ‘Explore’ menu to find Chat Data, and select the custom field you’re copying from. In our example, we want to copy the Phone Number value from the chat
Save the action