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Post-chat survey not launching per chat rules
Answer ID 9101   |   Last Review Date 11/18/2018

Why isn't the post-chat survey launching even though the rule is triggered?

Environment:

Chat, Survey
Oracle Service Cloud

Issue:

When an end-user is chatting with us and the chat concludes, the post-chat survey should launch. However, the customer ends up with seeing the following error instead:

Incorrect Survey Request
There has been a problem with your survey request.

Resolution:

1. Check the chat rule whether the rule action as Pop-up Survey when Chat completes

2. The standard chat rule action definition is below:

Select this action to open a web site link survey in a new window when a chat session ends. You can select the survey you want to display and percentage of times you want to show the survey.

3. Make sure the type of survey is web site link survey instead of other types like Transactional surveys

For more information, refer to Answer ID 2779: Pop-up surveys for chat sessions.

See also the Actions for chat rules 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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