Configure a pre-chat survey

Omnichannel for Customer Service is a paid add-on to Dynamics 365 Customer Service apps that use the Unified Interface. It is available only when you purchase a subscription to Chat for Dynamics 365 Customer Service or Dynamics 365 for Digital Messaging. For information about pricing, see the Customer Service page.

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

  1. Sign in to Omnichannel Administration.

  2. Go to Channels > Chat.

  3. Open the chat widget in which you want to configure a pre-chat survey, and select Pre-chat survey.

  4. In the Pre-chat survey box, select Yes. The options to add questions and refresh the page are displayed.

  5. Select Add question.

    Note

    You can add only five questions to a pre-chat survey. Each question length can be less than or equal to 512 characters.

  6. 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 the type of answer that is required from users:

      • 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 semi-colon.
      • 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.
    • 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.

    Add a question to the pre-chat survey

  7. Select Save and Close. The questions are added in the Pre-chat unathenticated questions area.

    Configure a pre-chat survey in a chat widget

  8. Optionally, select a question and select Move up or Move down in the right corner to change its order.

    Change the order of a question in a pre-chat survey

A sample screenshot of the pre-chat survey that will be displayed for customers is as follows.

Sample pre-chat survey

More information: Automatically identify customers using pre-chat responses

See also

Add a chat widget
Configure agent display name
Configure file attachment capability
Create quick replies
Create and manage operating hours
Create chat authentication settings
Embed chat widget in Power Apps portals