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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, postChatClosingMessage. Additional 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)."
}
}
}
}
}
"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.
