Introduction:


An offline survey allows the visitors to leave a message when there are no agents that can start a chat with them. 
You will receive the visitor's message by email. It will be sent to the email address that you define in the survey settings.


Instructions:


To create a new Offline Survey:
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The instructions below describe how to create a standard Offline survey that displays all the defined questions at once.
However, LivePerson platform also allows you to create surveys with logic between the question. This logic checks the visitor's answer to the given question and defines which next question to display .
To learn how to configure logic between the survey questions click here.
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab
  2. In the Select a Survey Type field select the Offline option
    The Offline survey page is displayed
  3. Click New ‘Offline’ Survey to add a new survey
  4. Enter a surveys name into the Survey Name field
  5. Enter a survey heading into the Survey Heading field
    emptyStringNOTE: You can add HTML code into the the heading field

  6. Enter the name of  the agent that will be receiving the visitors' messages, into the Recipient Name field (not mandatory)
  7. Enter the email address, to which the visitors' messages will be sent, into the Recipient Email field
    emptyStringNOTE: If your offline survey contains a question that allows the visitor to select a skill, make sure you check the check-box below the  Recipient Email field. By checking this check-box you define that the visitor's message will be sent to the email that was defined for the selected skill.   If there was no email address set for the selected skill, the message will be sent to the email address that you entered into the Recipient Email field.
  8. Enter the subject line for the email that will be sent to your agents, into the Subject field. The default line is"When you were offline (via LivePerson)"
  9. Each new survey comes with six predefined questions. You can use these questions, modify them or make them invisible (if you don't want the visitor to see it).
    The predefined questions are:
    • From Name:
      The question allows the visitors to enter their name.

    • From e-mail address:
      The question allows the visitors to enter their email address.

    • Phone Number
      The question allows the visitors to enter their phone number.

    • Subject
      This question allows the visitors to enter the subject of their message.

    • Message:
      This question allows the visitors to enter their message

    • To:
      This question allows the visitors to select the skill with which they would like to chat. If the selected skill has a defined email, the message will be sent to the skill's email address. If no email address was defined for that skill, the message will be sent to the email address that was defined in the Recipient Email field.
  10. To add your own question, click New Question.
  11. In the Question field enter the text of your question
  12. In the Answer Type field select the type of the answer. The answer types can be: Drop-down, Check-box, Radio Button, Radio Button (side by side), Text Field, or Text Area.
  13. If the type of your question is Drop-down type, Check-box type or Radio Button, enter the answer (form which the visitors will have to select their responses) into the Answers List field,which is located under the Answers section.  
  14. Check the Pre-populate answer with visitor’s last entry check box if you want this question to contain the visitors answer from the previous session field
  15. Click Updates Done
    The Survey page is displayed, showing all the questions within the survey.
  16. To change the order in which the questions appear in the survey, use the up/down arrows in the Order column.
  17. To hide/display a question click the button in the Visible column. If the button is green the question will be visible to the visitor. If it is read, the question will not be visible to the visitor.
  18. To define a question as required/not required click the button in the Required column. If the button is green the question is required. If it is read, the question is not required.
  19. Add more questions if needed.
  20. Click Submit All Changes to save the survey
    A page displaying all the available surveys is displayed
  21. Click Set as Default near the survey that you want to be displayed to the visitors. The survey that has a V in the Defaultcolumn is the survey that is displayed to the visitors. 

To modify an existing Offline Survey:
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab
  2. In the Select a Survey Type field select the Offline option
    The Offline Survey page is displayed showing the list of all the Offline existing surveys
  3. Click the name of a requested survey and modify it according to your needs
  4. Click Submit All Changes

To delete an existing Offline Survey:
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab
  2. In the Select a Survey Type field select the Offline option
    The Offline Survey page is displayed showing the list of all the existing Offline surveys
  3. Click the trash can icon near the survey that you want to delete
    emptyStringNOTE: You cannot delete the default survey.