Question
Survey questions in Pega Chat
Looking for recommendations to implement a survey to ask a set of standard questions on wrap up of a Chat Interaction.
The use case we are trying to solve involves a customer chatting with CSR via Pega Chat. A standard set of questions need to posed to the customer in all the channels of interaction. Is there an out-of-the-box or configurable way to push survey questions or a link to the survery in the chat window on/after the interaction wrap up?
Will appreciate any recommendations.
***Edited by Moderator Marissa to update platform capability tags****
Hi Vivek, my first question is what version of Pega CS are you using? There is no OOTB way to push survey questions or links. But, we can certainly make some suggestions on how it can be achieved. There is OOTB way to send an email survey using Directed Web Access type URL, but that does not go into the Chat.
Another way is that the CSR can use the Page Push feature to redirect the customer to a survey page is one way. But, that may be disruptive as it will take them away from the page that they were on.
thanks