Configure a Survey and Send a Survey Invitation

Learning Objectives 

After completing this unit, you’ll be able to:

• Configure a survey for a messaging channel.
• Automate a survey invitation at the end of a chat session.
• Use the Service Console to respond to inbound chats.

Create a Survey for the Messaging Channel

Maria has created a new customer satisfaction survey that she wants to use with her newly created messaging channel. To save time, she creates a copy of the out-of-the-box customer satisfaction survey and renames it to fit her case. She can use the same survey with other messaging channels too.

Optionally, you can complete these steps in your special Developer Edition org. Otherwise, just read along.

1. From the App Launcher, find and select Surveys. If prompted, continue logging into Omni-Channel.
2. Click the dropdown next to Recently Viewed and select All Surveys.
3. Click the dropdown for the Customer Satisfaction survey, and select Open Latest Version. The survey opens in Survey Builder.
4. Click  and select Make a Copy.
5. Enter copy name: Ursa Major CSAT survey
6. Click Make a Copy.
7. Click Activate. The survey is now active and ready to use.
8. Close the Survey Builder tab.

Configure Automated Responses for the Messaging Channel

Let’s see how Maria sets up automated responses and links a survey to the messaging channel.

Complete the steps in your DE org, or just read along.

1. Go back to the Surveys app that’s already open in your browser.
2. Click  and select Setup.
3. Enter messaging settings in the Quick Find box, and then select Messaging Settings.
4. Click the dropdown next to the Facebook Messenger channel, and select Configure Survey.
5. For Invitation Message, enter: Help us serve you better by taking this survey.
6. Click the Survey field, and select Ursa Major CSAT survey.
7. Click Save.
8. Click the dropdown next to the Facebook Messenger channel, and select Edit.
9. In the Queue field, enter Queue1, and select Queue1.
10. In the Start Conversation field, enter: Welcome to Ursa Major Support, how can we assist you today?
11. In the End Conversation field, enter: Thanks for contacting Ursa Major. Please fill out the survey at the end of this chat to enable us to serve you better.
12. Click Save.

Here’s an example screen that shows the Automated Responses fields populated.

Test It Out 

Maria has done the hard work. Next, she tests it out to make sure that everything’s working fine before handing over the new setup to Carlos and his team. 

Complete the steps in your DE org, or just read along.

1. From the App Launcher  find and select Service Console. If prompted, continue logging into Omni-Channel.
2. Click the Omni-Channel component in the utility bar at the bottom of the console.
3. Click the dropdown next to Offline, and click the Available option to set your status to available. This way, you can receive notifications for chat messages.
4. Log in to your Facebook account, click the Messenger icon, and enter the name of your page in the search box.
5. Select the page to open the Messenger conversation.
6. Enter and send the message: test message
7. Return to the Service Console and view the Omni-Channel component. In the New tab, you should see an inbound chat message from your Facebook page.
8. Click the checked box next to the new message. It moves to the My work tab.
9. Click the My work (1) tab. The chat opens in the Conversation panel. Chat with the customer to resolve their query.

10. Click End Chat, and confirm it.

All Service Channels in One Place

Using multiple service channels is an effective way to communicate with customers and gather insights about their experiences. Besides Facebook Messenger, Maria can also add text messaging and WhatsApp channels.

Finally, with his newfound multichannel support capability, Carlos is thrilled to offer his customers multiple ways to connect with the support team. This also helps the business gather useful survey response data it can use to improve the customer service experience