Introduction

Surveys by Routing Point allow you to send a customized survey at the end of a chat conversation on channels such as Web Chat Widget and WhatsApp. Unlike integrated or external surveys, this type of survey is built directly in wolkvox Studio, within the Chat Flow of a routing point.

This option is useful when the operation needs greater flexibility in survey design, for example, sending questions through chat messages, using response buttons, and controlling the entire flow from the routing point.

Configuration

1. Log in to wolkvox Manager. Click the "Configuration" button, located in the top right menu.
2. Then, go to the "Omni Channel" tab.
3. Select the "Web Chat" option.
4. In the top right corner of the section, click the button with the three vertical dots icon.

A modal window with different chat configuration options will open.

Scroll down to find the "SURVEY" section.

Click the "Survey" button to open the survey configuration.

Inside the "Survey" window, enable the survey. The toggle should be turned on, with the circle located to the right side.

Then, select the survey mode:

• Inbound: Use this option when the survey will apply to chats initiated by the customer.
• Outbound: Use this option when the survey will apply to chats initiated by the agent.

When you select "Inbound," you can choose the skill or skills where the survey will be applied.

When you select "Outbound," the skill selection field is locked, as the survey is associated with chats initiated by the agent.

In the "Assign the survey type" section, select the "Routing Point" option.

This type of survey allows that, at the end of the chat, the customer is directed to a flow previously designed in a wolkvox Studio routing point.

Complete the available configuration fields:

Percentage of chats that will receive the survey: Select the percentage of conversations that will receive the survey. The value can be configured in increments of 10 up to 100%.

Excluded activity codes: Select the activity codes that should not trigger the survey. This allows you to prevent the survey from being sent when the agent ends the chat with certain results or classifications.

Select Routing Point: Choose the routing point where the survey flow will be designed. This routing point must have a Chat Flow configured with the messages, questions, and options that the customer will receive.

After completing the configuration, click "Save."

Then, close the window with the "X" button and click "Save" again in the general chat configuration to save all changes.

After configuring the survey sending from "Web Chat," you must create the flow that the customer will receive.

In wolkvox Manager, access wolkvox Studio from the left side menu.

Locate the routing point previously selected in the survey configuration.

Right-click on the routing point and select the "Chat Flow" option.

1. Inside the flow designer, create the survey structure using the "Reply Chat" component.
2. In the component configuration, use the "Message - Emoticons: Win + ." field to write the message or question that the customer will see. For example: "Rate our service."
3. Then, in the "Buttons - (Web - official WhatsApp)" field, write the options that the customer can select. The options should be separated by commas. For example: Good, Regular, Bad
4. Click "Save" to apply the component configuration.
   • You can add as many "Reply Chat" components as the survey flow needs.
   • When you finish designing the Chat Flow, compile the flow so that the configuration becomes active.
   • This step is necessary for the routing point to correctly execute the survey when the customer receives the message at the end of the conversation.

Once the agent ends the chat and classifies the result of the interaction with an activity code, the customer will receive the configured survey.

In the chat, the customer will see the message defined in the routing point along with the options configured as buttons. When selecting an option, the response will be recorded within the designed flow.

Consideration on Results and Reports

To obtain the results of a Routing Point type survey, it is necessary to contact the wolkvox Professional Services team, which belongs to the Product area.

This team can provide the information through an internal use API. They can also support additional developments within the flow to optimize the survey and generate reports according to the operation's needs.