Live Chat Service - to Customized Pre/Post Chat Survey/Offline Survey

What is a pre chat survey?
Pre chat surveys are filled out by visitors before chatting with an operator. Most pre chat surveys ask the visitor for their name, email address, company name and any other information that may be useful to the company.

What is a post chat survey?
Post Chat surveys are filled out by visitors after the chat has ended with an operator. You could use the post chat survey to measure the effectiveness and level of satisfaction that the visitor had with the attending operator. The queue administrator will receive an email with the post chat survey results. Additionally, you can view the results from the "Chat History" section of the SightMax Operator Console.

What is an offline survey?
If a visitor clicks on the chat icon and there are no operators available, they will have the option to leave a message. Once the offline survey is filled out, it is automatically emailed to an address specified by the SightMax Administrator. An operator can then email the visitor and follow up on their inquiry.

PLEASE NOTE: Only Account and Site Administrators can create/edit customized pre chat/offline surveys.

Click 'Settings' on the Ribbon Bar, then "Chat Surveys", select the site you want to edit, select the queue you want to edit and click 'Pre Chat'.

Note: Select Post-Chat for the creating a Post Chat Survey, the options are the same.

When the survey dialog opens, you will be on the 'Current Pre Chat Survey' tab. These are the settings of your current pre chat survey. The columns 'Type', 'Label', 'Required', 'Default Value' and 'Tool Tip' will be discussed in the next section, 'New Pre Chat Survey'. These are setup during customization.

The dialog will display what site and queue you are editing (as shown above). Click the 'View' button to preview the survey in HTML format. Before the preview is shown, however, you need to enter the website URL where SightMax is installed.

By default, the survey has the following information:

PLEASE NOTE: When you add 'VisitorEmailAddress' to the pre chat survey, the pre chat survey will give the visitor the option to have the transcript emailed to them.

Click on the 'New Pre Chat Survey' tab to begin customizing your survey.

New 'Pre Chat Survey' Tab Overview

1. Description: Label your survey with any name you like.
2. Up and down arrows: Click on any of the survey types and use the arrows to move them up or down in the list. This will determine the order they will be displayed in the final survey.
3. Edit: Click on any of the survey types and then click the 'Edit' button to edit their settings. For example, click on 'VisitorName' and click the 'Edit' button.
   1. Type: There are eight different types that can be created: CheckBox, CheckBoxGroup, Label, RadioButtonGroup, TextArea, TextBox, VisitorEmailAddress and VisitorName. In this example we are working with the 'VisitorName' type. This will create a textbox for the visitor to enter their name when filling out the pre chat survey.
   2. Label: This is simply the label that will appear next to the survey type you create. In the example below I have created a textbox with a label of 'Your name'.
   
   3. Default Value: You can specify any default value to be shown in your textbox. In the example below I have created a textbox with a label of 'Your name' and 'Default Value' of 'Enter Full Name Here!'
   
   4. Required: If the 'Required' checkbox is selected, then the visitor is required to enter something into the textbox to continue. (They cannot leave the textbox blank)
   5. Tool Tip: You can enter any information you would like to be displayed when a visitor hovers over a survey type you create.
4. Delete: Simply click on any survey type and then click the 'Delete' button to delete the survey type.
   1. Confirm Item Delete: If this is selected, then any time you select a survey type to delete, a confirmation message will pop up asking if you are sure that you want to delete that survey item. Note: This does not affect the live survey item on the server. The server will only replace the survey when the 'Replace Current Survey' button is selected.
   2. Delete Existing Survey: If checked, the server will delete the existing survey rather than just disabling it. However, if the existing survey has responses from previous visitor chats, it will just be disabled.
5. New: Click the 'New' button to create a new pre chat survey. There are eight different types that can be created: CheckBox, CheckBoxGroup, Label, RadioButtonGroup, TextArea, TextBox, VisitorEmailAddress and VisitorName.
6. Preview: Click the 'Preview' button to preview the survey in HTML format. Before the preview is shown, however, you need to enter the website URL where SightMax is installed.

7. Replace Current Survey: When you are done editing or creating a new pre chat survey, click 'Replace Current Survey' to replace and use it as your current survey.