Introduction

In wolkvox Manager, you can configure external surveys for chat conversations from channels such as Web Chat Widget and WhatsApp. This type of survey allows you to send the customer a link to a form hosted outside of wolkvox, for example, in an external survey tool.

The survey can be configured in Inbound or Outbound mode. In Inbound mode, it is sent when the chat was initiated by the customer. In Outbound mode, it is sent when the chat was initiated by the agent.

Unlike an integrated survey, in the External survey, the questions, design, and logic of the form are not configured directly in wolkvox Manager. In this case, wolkvox is responsible for sending the link at the end of the conversation and, if required, can send dynamic variables within the URL to identify the interaction, customer, agent, or channel.

Configuration

1. Log in to wolkvox Manager. Click the "Configuration" button, located in the top right menu.
2. Then, go to the "Omni Channel" tab.
3. Select the "Web Chat" tab.
4. In the top right corner of the section, click the button with the three vertical dots icon.

A configuration window for the widget and associated chat functionalities will open.

Within the configuration window, scroll down to find the SURVEY section.

Click the Survey button.

• In the "Survey" window, activate the survey by moving the corresponding toggle. The circle of the toggle should be on the right side.
• While the survey remains deactivated, no link will be sent to the customer, even if the other fields are configured.
• In the "Assign the survey mode" section, select the corresponding mode.
  • "Inbound" is used when the survey should be sent after a conversation initiated by the customer. In this mode, the "Assign the skill where the Inbound survey will be applied" field is enabled, where you can select one, several, or all the skills to which the survey will apply.
  • "Outbound" is used when the survey should be sent after a conversation initiated by the agent. In this mode, the skill selection field is locked, as the survey applies to chats initiated from the agent's management and not by the customer's entry into a specific skill.
• In the "Assign the survey type" section, select the "External" option. When selecting this type, wolkvox Manager will display the necessary fields to configure the sending of the external link to the customer. The survey is not built within wolkvox Manager but in an external platform.

• Complete the "Percentage of chats that will receive the survey" field.
  • This field allows you to define what percentage of conversations will receive the survey link. You can select values in increments of 10%, up to 100%.
  • For example, if you select 100%, all chats that meet the configured conditions will receive the survey at the end of the conversation.
• Then, configure the "Excluded activity codes" field.
  • This field allows you to select the activity codes for which the survey should not be sent. When the agent ends the chat, they must classify the conversation with an activity code. If that code is included in the exclusion list, the customer will not receive the survey link.
  • This configuration is useful to avoid sending surveys in cases such as tests, invalid contacts, incomplete conversations, or interactions where requesting an evaluation does not apply.
• Complete the "Message accompanying the link" field. This will be the text that accompanies the survey link within the conversation. For example:
  • Rate our service using the following link
• Then, complete the "Link message in Widget" field. This field defines the text on which the customer will click to open the survey from the chat widget. For example:
  • Go to the survey
  • When the chat ends, the customer will see the configured message and the link to access the external form.
• In the "External survey link" field, enter the URL of the form you want to send to the customer.
  • This link must correspond to the site where the survey is hosted, for example, a form created in an external tool.
  • The URL must be publicly available so that the customer can open it without restrictions. If the form requires private permissions or additional authentication, the customer may not be able to respond to the survey.

In the "Variables" section, wolkvox Manager shows the available variables to complement the external survey URL.

These variables allow sending conversation information to the external form. They can be used as parameters within the link to identify the chat, customer, agent, or channel from which the interaction originated.

The available variables are:

• {chat_id}: chat identifier.
• {id_customer}: customer identifier.
• {name_customer}: customer name.
• {phone_customer}: customer phone number.
• {mail_customer}: customer email.
• {id_agent}: agent identifier.
• {name_agent}: agent name.
• {channel}: channel through which the conversation was managed.
• {sentiment}: sentiment identified in the conversation, if applicable.
• {F_BASE64COD('')}: function to encode information in Base64.
• {F_BASE64DEC('')}: function to decode information in Base64.

For example, you can build a URL by adding variables as parameters: www.survey.com/form?chat_id={chat_id}&name_customer={name_customer}&phone_customer={phone_customer}

In this way, when the customer opens the survey, the external form can receive information associated with the conversation.

After completing the external survey fields, click "Save" within the Survey window.

Then, close the window using the X button.

Finally, click the "Save" button in the general chat configuration window to apply the changes.

It is important to save at both levels so that the configuration is correctly activated.

Once the survey is configured, the customer will receive the link when the agent ends the chat and classifies the conversation with a valid activity code.

In the Web Chat Widget, the customer will see the configured message and the link text. When clicked, they will be directed to the external form.

If the URL includes dynamic variables, these will travel in the link and can be used by the external tool to associate the response with the chat, customer, agent, or corresponding channel.