GetFeedback for Salesforce Chat immediately displays a survey after a chat session to measure the customer's experience with your support agent, or redirect your customers to a web-to-case survey if agents are no longer available.
Make sure to enable Salesforce Chat in your Salesforce account. You can enable chat using Lightning Service Setup or Salesforce Classic. Either option works with GetFeedback for Salesforce Chat, but there will be one extra step to complete if you're using Lightning Service Setup.
In GetFeedback, open or create the survey you want to display at the end of the chat. Remove the title page so that when your survey appears in the chat window, it displays correctly. It’s best to use a Customer Effort Score (CES) or Customer Satisfaction (CSAT) survey with a follow-up text area or structured question. However, you can use any survey or question type you want.
The example below shows a CES survey that displays right after a Salesforce Chat has ended:
Connect your survey to the Salesforce org that has live chat enabled. From your survey, select Mappings > Salesforce Custom Mappings, then select the Salesforce environment to connect your survey to.
Attach your survey to a Salesforce Chat button. You can attach a survey to multiple buttons, but each button can only have 1 survey. If you attach a survey to a button that already has a survey, the original survey will be removed.
To set up Salesforce Chat distribution from GetFeedback:
You may need to add *.salesforceliveagent.com to the CSP and CORS settings in Setup (not Service Setup).
We automatically attach merge fields to the survey link based on the chat session. The merge fields we add come from a few different Salesforce Chat Deployment APIs that your developer uses when setting up the Salesforce Chat button on your website.
The Deployment APIs are addCustomDetail and findOrCreate.saveToTranscript. The first one allows you to add custom detail for each user, and the second allows you to attach the Salesforce Objects that were either found or created before the chat has been started.
We automatically attach a subset of the following list of post-chat values:
Each of them will be in snake_case for and prefixed with chat_.
All custom detail that you define will be attached to the Survey URL as merge fields using the label as the merge field name (we will “snake_case” the label and also prefix it with “chat_custom_”) and the value as the merge field value.
we add the following merge field to the survey url:
All the Salesforce Objects that are found or created will have their IDs automatically attached to the Survey URL as merge fields. The object name will be the merge field name, and the object ID will be the merge field value.
We would add the following merge field to the survey url:
You can map survey responses to Salesorce using our managed mappings package or your own custom mappings.
Using Managed Mappings
If you use our managed mappings package, we’ll automatically map your post chat surveys to the Response object in Salesforce. To use managed mappings:
Use custom mappings if you want to control where to store post-chat survey data.. You don't need to install any packages if using custom mappings.
To use custom mappings:
If an agent is not available to pick up a chat with an incoming request, you can set Salesforce Chat to time out after a certain amount of time or let the agent decline the chat. In either of these cases, you can then redirect the user to a GetFeedback Salesforce Case Survey that the customer can fill out to create a case in your help desk.
To show a survey after the chat disconnects:
The image below shows an example of the logic rules:
To create a case when the survey is submitted, build a custom mapping that creates a case from survey responses. Learn more about custom mappings.