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Missing survey-related actions in chat rule configuration
Answer ID 7160   |   Last Review Date 12/19/2018

When creating a chat rule, why don't I have survey-related options in my Actions menu?

Environment:

Chat - Administration / Business Rules

Issue:

Survey-related actions will only appear in Actions menu if there are active surveys available.

Resolution:

'Send Survey when Chat completes' uses transactional surveys. There must be at least one active transactional survey enabled for chat rule visibility for it to be visible to chat rules.

'Pop-up Survey when Chat completes' and 'Pop-up Survey when Chat Request Canceled' use weblink surveys. There must be at least one weblink survey active and enabled for chat rule visibility. Furthermore, the survey must be configured to 'Allow Anonymous' to accommodate for usage when a chat request is canceled.

For survey configuration, please refer to the Feedback Surveys section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

 

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