The Customer Satisfaction Survey feature is a valuable tool designed to gather feedback scores and suggestions from users at the conclusion of a conversation.
Once an agent closes a ticket, the survey is automatically triggered and sent to the user, awaiting their feedback.
Survey Type
How to setting the customer satisfaction survey
Platform and supported message type
Platform
Quick Reply
External Link
Image Map
LINE
✅
✅
✅
Messenger
✅
✅
❌
Webchat SDK
✅
✅
✅
Quick Reply
Field
Spec
Question
1 - 2000 characters
Options
2 - 10 options
Options label
1 - 20 characters
Image Map
Field
Spec
Options
2 - 10 options
Options label
1 - 20 characters
Image size
1 MB
External Link
Field
Spec
Question
1 - 2000 characters
Additional Feedback
Additional feedback survey is an optional section that admin can select to enabled it or not.
Gratitude Message
Gratitude message will be sent to users after they respond to a survey or user does not respond within the specified time frame.
Timeout
When a user does not submit a feedback score or suggestion within the designated timeframe, the timeout mechanism activates. At this point, an automated gratitude message is sent to the user, thanking them for their participation in the survey process.
Following the sending of the gratitude message, the system will automatically close the survey session.
