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Inlays: Integrating Surveys to the Post Chat Closing Message
Answer ID 11787   |   Last Review Date 12/10/2020

How do I associate a survey to Inlay chat? 

Environment:

Chat
Oracle B2C Service

Resolution:

When concluding a chat session, the Embedded Chat Inlay uses the postChatClosingMessage to display information to the end user. By default, the string says “Thank you for chatting with us. You may close this window”. This answer will show how to integrate a B2C survey into this message. As this integration requires overwriting the default string, a configuration file with the string override will be necessary. 

  1. Create a survey within Service Cloud. Typically, this would be a Website Link Survey.
  2. Click Survey URL on the ribbon.
  3. Paste/Copy the URL onto a text editor for examination

At this point the URL will have this format

http://interface_name.custhelp.com/ci/documents/detail/5/survey_id/12/autorization_code. Which is the generic URL for this survey and is as follows:

  • /interface_name.custhelp.com is the B2C support interface (ie. acme.cushelp.com)
  • /ci/documents/detail is the location where the survey exists
  • /5 represents that this is a survey
  • /survey_id is the unique identifier for the survey being used and follows the “/5”
  • /12 represents there exists an authorization code
  • /authorization_code is a unique code for access to the survey

In order to make this survey useful in a post chat environment, a table and a primary id need to be associated to the survey.

  1. Add the following to the URL. These are added within the URL and not at the end of the string
  • /6/223 – the 6 represents a table association, 223 represents the chat table.
  • /7/{ENGAGEMENT_ID} – the 7 represents a primary id association while the {ENGAGEMENT_ID} is the variable that is to be used to associate the survey to the chat engagement. This variable will be populated automatically by the chat inlay.

When completed the finished URL would look like this:

http://interface_name.custhelp.com/ci/documents/detail/5/survey_id/6/223/7/{ENGAGEMENT_ID}/12/autorization_code.

  1. Using the finished URL, overwrite the default postChatClosingMessage within the Inlay configuration JSON file with the appropriate wording such as the example below. This string accepts link markdown.

"postChatClosingMessage":"Thank you for chatting with us. Please complete our survey [Click Here](http://acme.custhelp.com/ci/documents/detail/5/11/6/223/7/{ENGAGEMENT_ID}/12/245cfe1718889dd43ee26d6654e354af8331c668)"

When clicked and completed, the survey will be associated with the unique chat engagement that just concluded.

Example of a Config file to use a survey:

{

   "inlays":{

      "types":{

         "inlay-oracle-chat-embedded":{

            "strings":{

               "title":"Example test",

               "postChatClosingMessage":"Thank you for chatting with us. Please complete our survey [Click Here](http://acme.custhelp.com/ci/documents/detail/5/11/6/223/7/{ENGAGEMENT_ID}/12/245cfe1718889dd43ee26d6654e354af8331c668)"

            }

         }

      }

   }

}


For additional information, refer to the Inlays and Customer Portal and Answers About Chat Inlays section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

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