Introduction

Satisfaction surveys allow you to gather customer feedback after a conversation handled by an agent. In wolkvox Manager, you can configure Integrated surveys to be automatically sent at the end of chat conversations, whether they were initiated by the customer or the agent.

This type of survey can be used for conversations from channels such as Web Chat Widget and WhatsApp. The main difference lies in the selected mode:

Inbound: The survey is sent when the chat was initiated by the customer. In this mode, you can select one, several, or all the skills where the survey will be applied.

Outbound: The survey is sent when the chat was initiated by the agent. In this mode, the skill selection field is locked, as it does not apply to this configuration.

In both cases, the survey will be sent at the end of the chat, provided the configuration is active and the conversation meets the defined conditions, such as the sending percentage and excluded activity codes.

Access the General Configuration of Chat Channels

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

The general configuration window for chat channels will open. Although access is via the Web Chat tab, the survey configuration can also apply to WhatsApp conversations that enter the selected skills.

Scroll to the bottom of the window until you find the "SURVEY" section.

This section allows you to define the questions that will be sent to customers at the end of their conversations.

Click the "Survey" button to open the configuration.

In the "Survey" window, activate the survey toggle. The circle of the control should be on the right side.

As long as the survey remains deactivated, it will not be sent to customers, even if its questions and other parameters are configured.

In the "Assign the survey mode" section, select the mode corresponding to the origin of the conversation.

• Inbound mode: Select "Inbound" when the survey should be sent at the end of conversations initiated by the customer.
  • This mode applies to chats entering the operation from channels such as:
    • Web Chat Widget.
    • WhatsApp.
    • Other chat channels directed to the selected skills.
  • When selecting Inbound, the "Assign the skill where the Inbound survey will be applied" field is enabled. There, you can select the skills to which you want to associate the survey. You can assign it to a single skill, multiple skills, or all available skills.
  • The survey can be sent at the end of conversations handled by agents belonging to the selected skills.
• Outbound mode: Select "Outbound" when the survey should be sent at the end of conversations initiated by the agent.
  • In this mode, the system displays a message indicating that the survey will be sent when the chat is initiated by the agent. Additionally, the "Assign the skill where the Inbound survey will be applied" field is locked, as skill assignment does not apply to Outbound surveys.
  • Use this mode when the operation needs to measure the satisfaction of customers contacted directly by an agent from chat channels.

In the "Assign the survey type" section, select "Integrated." The integrated survey is configured directly from wolkvox Manager. At the end of the conversation, wolkvox generates and sends the customer a link that allows access to the configured form.

In the "Percentage of chats that will receive the survey" field, select the percentage of conversations to which the form will be sent.

Percentages can be selected in increments of 10%, up to 100%.

For example:

• 10%: The survey will be sent to approximately one in ten conversations that meet the conditions.
• 50%: It will be sent to approximately half of the conversations.
• 100%: It will be sent to all conversations that enter the selected skills and are not excluded by their activity code.

In the "Excluded activity codes" field, select the classification codes for which the survey should not be sent.

When the agent ends a chat, they must classify the result of the interaction using an activity code created in wolkvox Manager. If the code selected by the agent is included in this exclusion list, the customer will not receive the survey.

This option is useful to avoid sending the form in cases such as:

• Test conversations.
• Wrong contacts.
• Incomplete interactions.
• Chats that did not require attention.
• Results for which it is not relevant to request a rating.

You can select one or more activity codes.

Complete the following fields:

• Message accompanying the link: Write the invitation message that will accompany the link sent to the customer.
  • For example: Rate our service using the following link.
• Define the text on which the customer must click within the web chat widget to open the survey.
  • For example: Go to the survey
• In the "Enter the company logo link" field, write the public URL of the image you want to display at the top of the survey.
  • The address must:
    • Be publicly accessible from the internet.
    • Point directly to the image file.
    • Remain available while the survey is active.
  • If the URL requires authentication or private permissions, the logo may not be displayed to the customer.

In the "Logo size in the survey" field, select one of the following options:

• Automatic
• Small
• Medium
• Large

In the "Primary color (Button and numbers)" field, define the color that will be applied to visual elements such as:

• Buttons.
• Question numbers.
• Rating options.
• Other highlighted components of the survey.

You can select the color in two ways:

• By clicking on the color box.
• By directly entering a hexadecimal or HEX code.

Complete the following fields:

• Survey title: This is the main text that will be displayed at the top of the form.
  • For example: Welcome to the satisfaction survey.
• Survey subtitle: This is the secondary text that will appear below the title.
  • For example: Your feedback helps us improve.
• In the "Survey expiration time" field, select how long the link will remain available. Once the configured time is reached, the customer will no longer be able to access the survey via that link. If you select "No time limit," the survey will remain available without a defined expiration date.

• The "Open survey in a new tab (Widget)" toggle defines how the survey will open for customers using the web chat widget.
  • Enabled: The survey will open in a new browser tab.
  • Disabled: The survey will open within the same space used by the chat.
• The "Use button-type design" toggle modifies how the action to submit responses is presented:
  • Enabled: Only the submit icon will be displayed.
  • Disabled: A button that includes the configured text and the submit icon will be displayed.

1. In the "Rating questions" section, add the questions that the customer will answer by selecting a value within a scale.
   • You must configure at least one rating question, and you can add up to nine.
2. To add a new question, click the button with the "+" icon.
   • Questions are added one after another. To delete them, use the button with the "−" icon. Deletion starts with the last question added.

Each rating question contains the following fields:

• Mandatory question: Enable this checkbox to prevent the customer from submitting the survey without answering the question.
• Question text: Write the question that will be shown to the customer.
  • For example: How satisfied are you with the solution or response provided by our agent today?
• Rating scale: Write the response values separated by commas.
  • For example: 1,2,3,4,5
• Minimum scale label: Write the text that explains the meaning of the lowest rating.
  • For example: Not satisfied at all
• Maximum scale label: Write the text that explains the meaning of the highest rating.
  • For example: Very satisfied

After the rating questions, you will find the "Open-ended question" section. This question allows the customer to freely write comments, suggestions, or additional details about their experience.

1. Complete the following fields:
   • Open-ended question: Write the text of the question.
     • For example: Is there anything specific the agent did very well, or something we can improve to make your next experience even better?
   • Open-ended question placeholder: Write the guiding text that will appear inside the field while the customer has not started responding.
     • For example: Write your answer here...
   • Submit button text: Write the text that will be displayed on the button used to submit the survey when the button-type design is disabled.
     • For example: Submit my answer
2. After completing all the configuration:
   • Click the Save button located at the bottom of the Survey window.
   • Close the window using the X button in the top right corner.
   • You will return to the general configuration window of the chat channels.
   • Click the Save button in this window to save and definitively apply the changes.
   • It is necessary to use both save buttons. If you close the general configuration without clicking the second Save button, the changes may not be applied correctly.

The survey is sent when the following conditions are met:

• The conversation was initiated by the customer.
• The chat entered one of the configured skills.
• The survey is active.
• The conversation is included within the configured percentage.
• The agent ends the chat.
• The agent classifies the result using an activity code.
• The code used is not among the excluded codes.

At the end of the process, the customer will receive the invitation message and the configured link within the conversation to access the survey.

In the web chat widget, the link can open within the same chat space or in a new tab, depending on the selected configuration. On WhatsApp, the customer will receive the message and can access the form via the sent link.

Example of an Integrated survey with button-type design disabled.

Example of an Integrated survey with button-type design enabled.