Enabling survey post chat with advisor
Hi,
we have a requirement to push a quick survey after the CSR has wrapped up the live chat. The survey is to be pushed to the same chat window of the customer and not via email etc. It should not be manually typed or trigggered by the CSR. Instead the survey should be shown on chat window automatically on wrap-up.
I did find the below article on PDN but it talks about the end user experience and not the steps to enable such a feature. Can someone please assist ?
https://community.pega.com/knowledgebase/articles/enabling-post-chat-advisor-survey
https://community.pega.com/knowledgebase/articles/enabling-post-chat-advisor-survey
Pegasystems Inc.
US
Hi Rajesh, this article refers to the Self-Service Advisor(SSA) feature and not to the standard Chat. There's no way to enable post chat survey when using the standard chat.
The SSA feature allows you to provide a completely unique pre-chat experience to the user including displaying KM articles as well starting to run cases via self service. Please see https://www1.pega.com/products/crm-applications/customer-service/self-service-advisor for more info on this feature.