WhatsApp survey configuration

CTLiveSocial offers the possibility to configure a survey to let the customer evaluate the conversation that just ended. This survey can consists of one or more menu messages that let the customer evaluates with a score the conversation and at max one open question that can be answered with a text message.

Data Collection

To configure the survey, the firts step is to create a datacollection Data Collection Object

with the property “dc_mode” equals to “survey_chat” and the datacollection field “dc_type” equals to “rating_score”, to let the customer evaluate the chat with a number (based on “min” and “max” properties) or “textarea”, to let the customer evaluate the chat with a text message.

It’s also possible to configure a message that will be automatically sent to the customer after he submit all the answers of the survey using the “dc_type” with value “info” with the message to be sent in the “value” field.

It’s also possible to configure a message that will be automatically sent to the customer if he fails to submit all the answers of the survey within the time configured in the field “surveyExpireInMinutes” in the service object Service Object : the message have to be written in one of the field “customValidationErrorMessage” of the datacollection object.

Example

{
    "id" : "survey-whatsapp",
    "title" : {
        "it-it" : "Survey WA",
        "en-gb" : "Survey WA"
    },
    "dc_mode" : "survey_chat",
    "next" : "",
    "datacollection" : [ 
        {
            "dc_type" : "rating_score",
            "label" : "Dai un voto alla conversazione avvenuta!",
            "isMandatory" : false,
            "isVisibleAgent" : false,
            "isVisibleCustomer" : true,
            "isEditable" : true,
            "custom_regexp" : "",
            "customMandatoryErrorMessage" : "Il tempo per partecipare al sondaggio è scaduto.",
            "customValidationErrorMessage" : "",
            "value" : "",
            "name" : "survey_wa_rating",
            "mode" : "manual",
            "min" : 1,
            "max" : 5,
            "step" : 1
        }, 
        {
            "dc_type" : "info",
            "label" : "",
            "isMandatory" : false,
            "isVisibleAgent" : false,
            "isVisibleCustomer" : true,
            "isEditable" : false,
            "custom_regexp" : "",
            "customMandatoryErrorMessage" : "",
            "customValidationErrorMessage" : "",
            "value" : "Grazie per aver partecipato al sondaggio!",
            "name" : "survey_wa_info",
            "mode" : "manual"
        }, 
        {
            "dc_type" : "textarea",
            "label" : {
                "it-it" : "Scrivi un messaggio per darci qualche suggerimento per migliorare la tua esperienza",
                "en-gb" : "Write a message to give us some suggestions to improve your experience"
            },
            "isMandatory" : false,
            "isVisibleAgent" : false,
            "isVisibleCustomer" : true,
            "isEditable" : true,
            "custom_regexp" : "",
            "customValidationErrorMessage" : "",
            "customMandatoryErrorMessage" : "Il tempo per partecipare al sondaggio è scaduto.",
            "value" : "",
            "name" : "survey_wa_textarea",
            "mode" : "manual"
        }
    ]
}

Service

After the datacollection is configured, must be assigned to the service in the field “datacollection” to activate it.

Example

{
    "id" : "3902124122690",
    "rules" : [],
    "datacollection" : [ 
        "survey-whatsapp"
    ],
    "name" : "LiveChat Whatsapp Service NATIVE",
    "widget" : "",
    "checkMediaUrl" : "",
    "checkMediaInterval" : 5000,
    "proactivity" : {
        "engagementTimeout" : -1,
        "engagementOnClick" : "",
        "engagementOnMove" : "",
        "engagementFunction" : ""
    },
    "enableService" : true,
    "enableChat" : true,
    "enableCallbackNow" : false,
    "enableCallbackLater" : false,
    "enableClickToCall" : false,
    "enableVideo" : false,
    "enableScreensharing" : false,
    "enableBrowserNotification" : false,
    "enableAudioNotification" : false,
    "audioNotificationUrl" : "",
    "enableSendLink" : true,
    "enableSendDocument" : true,
    "enableSendImageFeature" : true,
    "enableSendDocumentFeature" : true,
    "enableSendAudioFeature" : true,
    "custom_css" : "",
    "logo" : "",
    "language_fn" : "",
    "language" : "it-it",
    "restart_chat" : true,
    "callbackNowParameters" : "",
    "callbackLaterParameters" : "",
    "callbackFirstSlotParameters" : "",
    "checkCallbackAvailableParameters" : "",
    "compatibilityErrorMessage" : "",
    "botId" : "",
    "channel" : "whatsapp",
    "webrtc" : {},
    "enableBlur" : true,
    "enableVideoRecording" : false,
    "enableLateEngagementChat" : false,
    "surveyExpireInMinutes" : 10
}

Survey results

After the customer submit all the answers or the time window for answering questions expires, the survey results are saved in the “dataCollections” section of the contact object Contact Object .

Example

{
    "_id" : "CHAT_DEFAULT_c288653a-5b38-47d2-b59c-e1b0741446c7",
    "contact_events" : [ 
        {
            "event" : "newContactAccepted",
            "ts" : 1715590148949.0,
            "origin" : "393403609195"
        }, 
        {
            "event" : "joinContact",
            "ts" : 1715590151486.0,
            "origin" : "USER_gverde1@acd.enghouse.com"
        }, 
        {
            "event" : "endedByExternalWs",
            "ts" : 1715590174927.0,
            "origin" : ""
        }
    ],
    "recordings" : [],
    "id" : "CHAT_DEFAULT_c288653a-5b38-47d2-b59c-e1b0741446c7",
    "servid" : "393403609195",
    "ctlive_type" : "chat",
    "widgetid" : "",
    "serv_name" : "393403609195",
    "beginTime" : 1715590148530.0,
    "endTime" : 1715590174890.0,
    "title" : "",
    "lang" : "it-it",
    "userID" : "393403609195",
    "agentID" : "USER_gverde1@acd.enghouse.com",
    "users" : {
        "393403609195" : {
            "id" : "393403609195",
            "nickname" : "Gabriele Verde",
            "isAgent" : false,
            "beginTime" : 1715590148530.0,
            "endTime" : 1715590174890.0,
            "isOnline" : false,
            "userAgent" : "",
            "firstUri" : "",
            "firstTitle" : "",
            "channel" : "whatsapp",
            "firstIP" : "::ffff:127.0.0.1"
        },
        "USER_gverde1@acd#_#enghouse#_#com" : {
            "id" : "USER_gverde1@acd.enghouse.com",
            "nickname" : "Gabriele Verde",
            "isAgent" : true,
            "beginTime" : 1715590151378.0,
            "endTime" : 1715590174890.0,
            "isOnline" : false,
            "userAgent" : "Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/124.0.0.0 Safari/537.36",
            "firstUri" : "http://localhost:3003/AD/AD.html",
            "firstTitle" : "AgentDesktop - Enghouse Interactive",
            "channel" : "web",
            "firstIP" : "::ffff:127.0.0.1"
        }
    },
    "dataCollections" : {
        "04851e50-917d-4455-8bfa-408e7f08d6c6" : {
            "id" : "36720030-0542-47a3-9967-8d71523478ce",
            "title" : "",
            "dc_mode" : "chat",
            "next" : "",
            "datacollection" : [ 
                {
                    "dc_type" : "nickname",
                    "label" : "nickname",
                    "isMandatory" : false,
                    "isVisibleAgent" : true,
                    "isVisibleCustomer" : false,
                    "isEditable" : false,
                    "custom_regexp" : "",
                    "customMandatoryErrorMessage" : "",
                    "customValidationErrorMessage" : "",
                    "value" : "Gabriele Verde",
                    "name" : "nickname",
                    "mode" : "auto"
                }
            ]
        },
        "25f11b8d-f405-4d7b-a1df-91cf19161258" : {
            "id" : "7196e79e-b160-45ef-b63a-9e1a04b6e5b3",
            "title" : "",
            "dc_mode" : "chat",
            "next" : "",
            "datacollection" : [ 
                {
                    "dc_type" : "text",
                    "label" : "last agent ID",
                    "isMandatory" : false,
                    "isVisibleAgent" : true,
                    "isVisibleCustomer" : false,
                    "isEditable" : false,
                    "custom_regexp" : "",
                    "customMandatoryErrorMessage" : "",
                    "customValidationErrorMessage" : "",
                    "value" : "gverde1@acd.enghouse.com",
                    "name" : "LastAgentID",
                    "mode" : "auto"
                }
            ]
        },
        "survey-whatsapp" : {
            "_id" : "662fbae0aa1b46d6cd75e351",
            "id" : "survey-whatsapp",
            "title" : {
                "it-it" : "Survey WA",
                "en-gb" : "Survey WA"
            },
            "dc_mode" : "survey_chat",
            "next" : "",
            "datacollection" : [ 
                {
                    "dc_type" : "rating_score",
                    "label" : "Dai un voto alla conversazione avvenuta!",
                    "isMandatory" : false,
                    "isVisibleAgent" : false,
                    "isVisibleCustomer" : true,
                    "isEditable" : true,
                    "custom_regexp" : "",
                    "customMandatoryErrorMessage" : "Il tempo per partecipare al sondaggio è scaduto.",
                    "customValidationErrorMessage" : "",
                    "value" : "5",
                    "name" : "survey_wa_rating",
                    "mode" : "manual",
                    "min" : 1,
                    "max" : 5,
                    "step" : 1,
                    "messageID" : "wamid.HBgMMzkzNDAzNjA5MTY5FQIAERgSN0ZEOTNCODQ3NjBBMTcxODk4AA=="
                }, 
                {
                    "dc_type" : "info",
                    "label" : "",
                    "isMandatory" : false,
                    "isVisibleAgent" : false,
                    "isVisibleCustomer" : true,
                    "isEditable" : false,
                    "custom_regexp" : "",
                    "customMandatoryErrorMessage" : "",
                    "customValidationErrorMessage" : "",
                    "value" : "Grazie per aver partecipato al sondaggio!",
                    "name" : "survey_wa_info",
                    "mode" : "manual"
                }, 
                {
                    "dc_type" : "textarea",
                    "label" : {
                        "it-it" : "Scrivi un messaggio per darci qualche suggerimento per migliorare la tua esperienza",
                        "en-gb" : "Write a message to give us some suggestions to improve your experience"
                    },
                    "isMandatory" : false,
                    "isVisibleAgent" : false,
                    "isVisibleCustomer" : true,
                    "isEditable" : true,
                    "custom_regexp" : "",
                    "customValidationErrorMessage" : "",
                    "customMandatoryErrorMessage" : "Il tempo per partecipare al sondaggio è scaduto.",
                    "value" : "Tutto bene",
                    "name" : "survey_wa_textarea",
                    "mode" : "manual"
                }
            ]
        }
    },
    "callData" : {
        "EC_MACROACTIVITY" : "DEFAULT_CHAT",
        "_NICK_" : "Gabriele Verde",
        "EC_CAMPAIGN" : "DEFAULT_CHAT_MKT",
        "_CTHISTORY_1_Q_" : "QUEUE42@acd.enghouse.com",
        "LastAgentID" : "gverde1@acd.enghouse.com",
        "REC_CALLCENTER" : "CC_DEFAULT",
        "ECID" : "felixct7|1|7555|15"
    },
    "__v" : 0
}