A post chat survey can provide opportunities to improve service, products, websites, and chat experiences themselves. Because of the number of online chat systems available, it is impossible to provide exact steps to integrate each system. However, you can leverage some basic concepts that are built in to Digital to trigger surveys after web-based online chat experiences.

The topics in this section describe the available components as well as several common scenarios that are dependent on the capabilities of the chat service. To determine how to implement these solutions, contact the technical subject matter expert associated with the specific chat service. Contact your Digital expert for additional assistance.

The survey engagement scenarios for Web properties are as follows:

1. Using a code trigger to display a survey (recommended)

2. Using a URL redirect with a custom parameter to display a survey (recommended)

3. Using a URL redirect to a direct form URL to display a survey

4. Using an invitation trigger to automatically display a survey when a customer or website visitor ends a chat session

5. Using an invitation trigger to automatically display a survey when the chat agent ends the chat session

The first two options are typically the easiest to implement based on their reliable methods of triggering surveys and avoiding conflicts with existing surveys. Additionally, these two options avoid various timing and security intricacies when using iframe tags, which are typical in chat bots and live chat windows.

The first option requires some hard coding that can be achieved using variables through a tag manager.

See the following topics for additional information on integrating online chat into Digital:

• Configuring code triggers

• Configuring URL redirects with custom parameters

• Configuring URL redirects with direct form URLs

• Configuring invitation triggers using rules

• Supplementing feedback

• Frequently asked questions