Introduction:


The Pre-Chat Survey allows you to ask visitors questions before they start the chat. Responses from the surveys are displayed in the Agent Console under the Info tab.

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The instructions below describe how to create a standard Pre-Chat 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
.


Instructions:



To create a new Pre-ChatSurvey:
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab.
  2. In the Select a Survey Type field select the Pre Chat option.
    The Pre Chat survey page is displayed.
  3. Click New ‘Pre Chat’ 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.
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  6. Each new survey comes with five 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:
    • What is your name?
      The question allows the visitors to enter their name. The visitor"s response is displayed in the Agent Console under the Contact ID column .

    • Email Address
      The question allows the visitors to enter their email address. The visitor"s response is displayed in the Agent Console under the Info tab in the Pre Chat Survey area.

    • Phone Number:
      The question allows the visitors to enter their phone number. The visitor"s response is displayed in the Agent Console under the Info tab within the Pre Chat Survey area.

    • With whom would you like to chat?
      This question allows the visitor to select a skill. The chat will be assigned to the selected skill. The question does not appear if there are no defined skills.
  7. To add your own question, click New Question.
  8. In the Question field enter the text of your question.
  9. 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.
  10. 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.  
  11. 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.
  12. Check the Encrypt responses to this question check box if you want encrypt the visitors responses to this questions.
  13. Click Updates Done.
    The Survey page is displayed, showing all the questions within the survey.
  14. To change the order in which the questions appear in the survey, use the up/down arrows in the Order column.
  15. 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.
  16. 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.
  17. Add more questions if needed.
  18. Click Submit All Changes to save the survey.
    A page displaying all the available surveys is displayed.
  19. 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 Pre-Chat Survey:
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab.
  2. In the Select a Survey Type field select the Pre Chat option.
    The Pre-Chat Survey page is displayed showing the list of all the 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 Pre-Chat Survey
  1. Enter the Admin Console and go to Visitor Experience > Chat > Surveys tab.
  2. In the Select a Survey Type field select the Pre Chat option.
    The Pre Chat Survey page is displayed showing the list of all the existing surveys.
  3. Click the trash can icon near the survey that you want to delete.
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 To view the visitors responses to the Pre-Chat Surveys:
  • From the Agent Console
    If the visitor responded to a Pre-Chat survey, the response will be displayed under the Info tab.
    NOTE: The responses will be displayed as long as the visitor appears in the agent console.

  • From the Admin Console:
    To learn how to view visitors responses to the Pre-Chat Surveys click here.