Send Survey - Chat Follow

You can automatically send Survey (CSAT, CES, or NPS) to your contacts based on specific events using the Send Survey action. The Send Survey in chat action enables you to collect valuable feedback from your customers by sending surveys automatically when certain triggers occur.

• How to Configure the Send Survey Action in Chat

• Practical Use case 

How to Configure the Send Survey Action in Chat

• While setting up an Execution Flow, select the Send Survey action. 

• Once the action is selected, configure it by providing the following details:
  • Name: It is the identifier of the step.
  • Description: It is optional to display internal notes for context.
  • Select Survey: Choose which survey (CSAT, NPS, CES, or custom) from the surveys created that you want to send to the customer in the chat.
  • Message: Enter the greeting or message that appears above the survey invite in the chat. For example: "We’d love your feedback!"
  • Survey Start Button Text: Customize the text on the button that starts the survey. For example: "Start Survey" or "Share Feedback"
  • Position: Decide where the survey message appears in the chat window — top, bottom, or after a specific message.
  • Style: Choose the visual style of the survey block to match your brand (like color theme or button style).
  • Allow customers to dismiss the survey: Turn this on to let customers close or skip the survey if they don’t want to answer.
• You can preview the Survey using the Preview button.

• Click on Save to save the action.

Practical Use case

After successfully helping a customer with a support query in chat, automatically send a quick CSAT survey asking how satisfied they were with the assistance they received. This helps measure real‑time customer satisfaction and identify areas to improve the support experience.