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”
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
}