Surveys and feedback

Create surveys, send them to customers after bot or agent conversations, and read the results.

Use surveys to find out what your customers think. Ask them to rate a service, an agent conversation or their overall experience, then read the results in one place.

You can send a survey in three ways:

• Automatically when an agent ends a conversation.
• Manually by an agent during a chat in the Inbox.
• From a flow, using a Survey node in the Flow Builder.

Who can use surveys

Only Workspace Owners and Admins can create, edit and publish surveys and view responses. Agents can send surveys from the Inbox if an admin gives their team access.

Survey types

Every survey has a type. Pick the one that matches what you want to learn.

Start from a template

The fastest way to build a survey is to start from one of the four ready-made templates: CSAT, NPS, CES and 3-Point Smiley.

1. Open Surveys from the side navigation.
2. In the Templates panel, choose a template. To see all templates, select View all templates, where you can search by name and filter by type.
3. Select Preview to see the questions and the recommended settings. Previewing doesn't create anything.
4. Select Use this template. A new draft opens in the survey wizard with everything filled in.

You can change the wording of each question. Templates themselves are read-only, so using one never changes the original.

What each template asks

CSAT, NPS and CES each ask three questions: which service the customer wants to rate, a rating question, and an open question for comments.

The 3-Point Smiley template asks a single question, How was your experience?, answered with one tap.

Create a survey

Select Add survey to build a survey from scratch. The wizard has four steps, and you complete them in order. You can go back to an earlier step at any time without losing your work.

Your work is saved as you go

A survey is saved as a draft as soon as you give it a name. If you leave the wizard, or something goes wrong before you publish, your draft is kept.

Step 1: Setup

• Survey title. Must be unique in your workspace, up to 120 characters.
• Language. English is selected by default. You can add Arabic, for a maximum of two languages.
• Start button label. The text on the button customers tap to begin, up to 20 characters. It's filled in as Start Survey for English and ابدأ الاستطلاع for Arabic, and you can change it.
• Survey type. Satisfaction, Loyalty, Effort, Quick pulse or Custom. Surveys built from scratch start as Custom.
• Description (optional). Up to 1,024 characters.

Step 2: Questions

Add up to 20 questions. Each question title can be up to 60 characters. A live preview on the right shows the survey the way customers will see it.

Select Add question to open the question panel, then choose an answer type:

• Free text. The customer replies in their own words.
• Choice. The customer picks one option from a list of up to 10. You can drag options to reorder them.
• Rating. Choose the 3-Point Smiley, the 5-point CSAT, the 7-point CES or the 10-point NPS scale.

If your survey has two languages, write each question and option in both. Customers see the version that matches the language they're chatting in.

Drag questions to change their order.

Choose what happens after each answer

For Choice and Rating questions, you can decide where each answer leads. Open Add Conditional Logic and pick one of these for each option:

• Jump to question. Skip ahead to a later question. This is the default and goes to the next question.
• End survey. Finish the survey here.
• Go to flow. Send the customer to one of your bot flows.

If you move a question that has conditional logic, its logic stays as you set it. If you delete the question an option jumps to, that option goes back to the default.

Save answers to the customer's profile

Under Data collection, you can choose a customer attribute to store an answer in, such as a preferred branch or a phone number. This is optional, and each question can fill one attribute.

Step 3: Settings, preview and publish

Choose how the survey is sent. Turn on at least one of these:

• When an agent ends the conversation. The survey is sent automatically when an agent selects Send and close in the Inbox. Only one survey can have this setting, so it becomes your default survey. If another survey is already the default, you're asked to confirm the change.
• Sent by agent from Inbox. Agents can send the survey during a chat. Pick the teams, and optionally the specific agents, who can send it.

Then choose what happens after the customer submits the survey:

• Close the conversation (default).
• Go to flow. Send the customer to a flow you choose.

One survey per conversation

A customer receives at most one survey per agent conversation, however many triggers are turned on.

Then preview the survey and publish it:

1. Turn on the channels where the survey should run. If a channel isn't connected yet, select Connect Channel to set it up.
2. Select the eye icon to preview the survey on each channel.
3. Select Publish and confirm.

To publish, a survey needs at least one question, one trigger and one connected channel that's turned on. After publishing, you'll see {Survey name} - Active with a link to its responses.

Send a survey

From the Inbox

1. In the chat composer, open the Send menu and select Survey.
2. Search or filter to find the survey, and check the preview.
3. Select Send Survey.

Sending a survey ends the current chat session and starts a survey session. The customer gets a card with the survey name and a start button. The conversation shows {Agent} sent a Survey Rating, and then Survey Rating Session Ended when the customer finishes or the session ends.

Only active surveys that your team has access to appear in the list. If a survey was already sent in this conversation, you can't send another.

If the customer doesn't select the start button, the survey doesn't begin and they stay in the normal bot conversation. A survey session lasts up to 24 hours.

From a flow

Add a Survey node in the Flow Builder and choose which survey it sends. You can also choose whether to close the session after the survey or send the customer to another flow. If the customer doesn't answer, the flow carries on and the survey is recorded as sent but not completed.

Manage a live survey

Once a survey is published, its questions are locked. You can still edit its Settings at any time.

From the survey's Responses page, open the ⋮ menu to:

• Pause the survey. No new surveys are sent until you activate it again.
• Stop the survey. No new surveys are sent, and a stopped survey can't be restarted.
• Copy as draft. Create a new draft with the same questions and settings, named {survey name} copy 1. The copy starts with no responses, and the original isn't changed.

When you pause or stop a survey, customers who already received it can still answer, and those answers are counted. All earlier responses and results are kept.

On the surveys list, filter by state: All, Active, Paused, Stopped or Draft.

Read the results

Open a survey and go to its Responses tab. Results cover the last month by default. You can filter by channel, agent, trigger and date range, and the filters combine. Select Reload to pull in the newest responses.

Overview

By question

Each question gets its own card with its total number of responses:

• Choice questions show how many customers picked each option, with a percentage.
• Rating questions show the spread of answers as a pie chart and bars, plus an average. The average appears in stars for CSAT, out of 7 for CES, out of 10 for NPS, and as a label for the 3-Point Smiley.
• Free text questions list the most recent 50 answers. Export the responses to get all of them.

By participant

The By Participants table lists everyone who received the survey: name, channel, phone, email, sent time, duration, response time and how it was sent.

Search by name, email, phone or user ID, and sort by sent time, duration or response time. Select View Response to see a customer's full answers and the attributes collected from them, then Open Conversation to jump to their chat. Admins and owners can also open a customer's answers directly from the survey card in a conversation by selecting View Reply.

Export responses

Select Export to download responses as a CSV or Excel file. You get one row per customer with their details and their answer to each question. The export follows your current filters, and the file name includes the survey name and date range. A question a customer was never asked is left blank.

From the By question view you can export a PDF summary. Free text answers aren't included in the PDF.

Good to know

• Every survey action, such as creating, publishing, pausing, stopping, copying, setting the default or exporting, is recorded in the Logs Manager with who did it and when.
• If a customer enters a survey from a flow, the flow's conditions take priority over the survey's own conditions.