Configure a pre-conversation survey

Article
07/30/2022
4 minutes to read

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Configure a pre-conversation survey in Omnichannel admin center

For the chat channel, you can configure a survey that users can respond to when they access the widget to start a conversation.

To configure a pre-conversation survey

Go to one of the apps, and perform the following steps.
- Customer Service admin center
- Omnichannel admin center
- In the site map, select Workstreams in Customer support.
- In the site map, select Workstreams in General settings.
Select the workstream for the chat channel in which you want to configure the pre-conversation survey.
On the page that appears, select the channel instance from the dropdown list, and then select Edit.
On the Chat channel settings dialog, go tn the Behaviors tab, and set the toggle for Pre-conversation survey to On.
In the Survey questions area, select Add, and then enter the following details on the Survey question page:
- Survey question name: Specify a name that will be used internally.
- Question text: Enter the question text. This will be displayed as a question to the user at runtime.
- Answer type: Select one of the following values from the list:
  - Single line: The user can enter a single line of text.
  - Multiple lines: The user can enter multiple lines of text.
  - Option set: The user can select an option in a drop-down list. You must enter options separated by a semicolon.
  - User consent: Use this option to request user consent for the pre-chat survey. You can provide a link to a webpage, such as the privacy policy page. Links must be in the following format: [link text](link to the webpage). A check box will appear beside the question text in the pre-chat survey.
- Required: Set the toggle to Yes if the response to the question needs to be mandatory. If the answer type is User Consent, make sure you specify Yes.
Note

Validations in pre-conversation surveys are supported only for mandatory fields.
Select Confirm. The survey question with its details is listed in the Survey questions area.
Repeat the steps pertaining to creating questions. You can add up to five questions only.
Optionally, you can change the order in which the questions are listed.

Configure a pre-conversation survey in Omnichannel Administration

Important

Support for the Omnichannel Administration app ended on April 30, 2022. We recommend that you use the Omnichannel admin center or Customer Service admin center app to configure the latest features, such as unified routing and voice channel. More information: Omnichannel Administration app is deprecated.

You can configure your chat widget to show users a survey that they must respond to before they start the conversation.

Sign in to Omnichannel Administration.
Go to Channels > Chat.
Open the chat widget in which you want to configure a pre-chat survey, and select Surveys.
In the Pre-conversation survey area, set the Turn on toggle to Yes. The options to add questions and refresh the page are displayed.
Select Add question.
Note
- You can add only five questions to a pre-conversation survey. The length of each question should be less than or equal to 512 characters.
- When you add a question to the pre-conversation survey, a corresponding context variable is created and is displayed in the Advanced settings > Context variables section.
In the New Question pane, provide the following information:
- Question name: Enter a name for the question.
- Question text: Enter the text of the question.
- Question type: Select one of the following options to indicate how user response needs to be provided:
  - Single line: The user can enter a single line of text.
  - Multiple lines: The user can enter multiple lines of text.
  - Option set: The user can select an option in a drop-down list. You must enter options separated by a semicolon.
  - User consent: Use this option to request user consent for the pre-chat survey. You can provide a link to a webpage, such as the privacy policy page. Links must be in the following format: [link text](link to the webpage). A checkbox will appear beside the question text in the pre-chat survey.
- Mandatory: Select Yes or No to indicate whether the question is mandatory. If question type is User Consent, make sure you specify Yes.
Note

Validations in pre-chat surveys are supported only for mandatory fields.
Select Save and Close. The questions are added in the Pre-chat unauthenticated questions area.
Optionally, select a question and select Move up or Move down in the right corner to change its order.

Runtime view of survey questions

The following screenshot is a sample of the pre-conversation survey that will be displayed for customers.

Sample pre-chat survey.

More information: Automatically identify customers using pre-chat responses

Configure a pre-conversation survey