HELP FILE

Post-chat form: Prompt customers for information after chat

You can prompt customers for feedback after a chat has been closed.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link.
  1. Create or edit a chat window, as follows:
    1. At admin.bold360.com, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Post-Chat Form tab, select Show when chat ends to activate the form.
  3. To only show the survey when the chat involved a certain number of communications, select If customer sends more than X messages.
  4. To add standard survey questions, select any of the following options:
    • Net Promoter Score
    • Responsiveness
    • Professionalism
    • Knowledge
    • Overall
    • Comments
    • Custom field
    Tip: To customize or localize the text associated with these options, go to Customization tab > Layered - Details / Pop-up - Details > Post Chat Survey group.
  5. Save your changes.
Remember: To implement a chat window, you must associate it with a chat button.