Create survey
Last updated: September 9, 2026
Surveys collect structured feedback from visitors — more detailed than the simple post-chat rating.
Survey Types
| Type | Description | Typical Question |
|---|---|---|
| NPS | Net Promoter Score | "How likely are you to recommend us?" (0–10) |
| CSAT | Customer Satisfaction | "How satisfied are you with our support?" (1–5) |
| Custom | Fully configurable | Any questions |
Create a Survey
- Settings → Surveys → "New Survey"
- Fill in the fields:
| Field | Description |
|---|---|
| Title | Internal name (e.g., "NPS Q1 2026") |
| Description | Optional description |
| Type | NPS, CSAT, or Custom |
| Trigger Event | When the survey is displayed |
| Widget | Optional: Only for a specific widget |
- Add questions (see Question Types)
- Set status to "Active"
Survey Status
| Status | Meaning |
|---|---|
| Draft | In progress, not displayed |
| Active | Displayed to visitors for matching events |
| Paused | Temporarily deactivated |
| Archived | Completed, only available for evaluation |
NPS Survey Quick Start
For an NPS survey, a single question is sufficient:
- New Survey → Type: NPS
- Add question:
- Label: "How likely are you to recommend us?"
- Type: Scale
- Options:
{"min": 0, "max": 10, "min_label": "Very unlikely", "max_label": "Very likely"}
- Optional: Second question (text): "What can we improve?"
- Trigger: conversation_closed
- Activate
CSAT Survey Quick Start
- New Survey → Type: CSAT
- Add question:
- Label: "How satisfied are you with our support?"
- Type: Rating
- Options:
{"max": 5}
- Trigger: conversation_closed
- Activate