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Sending a post-chat survey through an inlay
Answer ID 11723   |   Last Review Date 10/12/2020

How do I present a post-chat survey to my customer through inlays?

Environment:

All supported versions of chat inlays

Resolution:

Presenting end-users with a post-chat survey through inlays is achieved through a configuration file, not a chat business rule.  In the 0.19.10.26-b0003 build of chat inlays, a special string was added to the embedded inlay to serve this purpose, postChatClosingMessageAdditional details for this inlay string can be found in the information under build 0.19.10.26-b0003 in the "Prior Builds" heading from the answer Oracle Inlay Updates
 
Creating configuration files for inlays is addressed in the online inlay documentation:  https://cx.rightnow.com/s/oit/latest/.  The section for configuration files is under Documentation --> OIT Config Files.  Available attributes and strings for the embedded inlay can be found in the same online documentation from Inays -->  inlay-oracle-chat-embedded.
 
Below is an example of the postChatClosingMessage string definition in a configuration file:
{
  "inlays": {
      "types": {
          "inlay-oracle-chat-embedded": {
              "strings": {
                    "postChatClosingMessage": "Thank you for chatting with us today, please fill out a survey by clicking [here](https://yoursurveytool.com)."
                  }
              }
          }
    }
}

Note:  At this time, there is not a manner in which a chat ID or an agent ID can be passed in with the survey.  A future build of inlays will include this functionality. 


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