How to add a post-chat survey link for customers

VICIdial can offer a customer a survey link once their chat is over, and it is two fields on the chat group that make it happen. The Customer Chat Survey Link is the address the customer is sent to, and the Customer Chat Survey Text is the clickable wording shown to them. Fill in the link and the customer sees an invitation when the chat ends. Leave it blank and nothing is offered.

The link is the trigger

Customer Chat Survey Link defaults to empty, and that empty state means no survey at all. The moment you put an address in it, the customer is presented with that link after their chat session ends. There is no separate on or off toggle. The presence of a link is the switch, so to stop offering a survey you clear the field rather than disable a flag somewhere else.

flowchart TD
  A["Chat session ends"] --> B{"Survey Link populated?"}
  B -->|No| C["No survey shown"]
  B -->|Yes| D{"Survey Text populated?"}
  D -->|Yes| E["Show your custom wording"]
  D -->|No| F["Show -PLEASE TAKE OUR SURVEY-"]
  E --> G["Customer clicks through to survey"]
  F --> G

The text is the wording

Customer Chat Survey Text only matters when the link is set, because it is the wording the customer clicks on to reach that link. It also defaults to empty, but empty here behaves differently: if you leave the text blank while the link is filled, VICIdial falls back to the built-in wording -PLEASE TAKE OUR SURVEY-. Set the text yourself when you want the invite to sound like your brand rather than the stock phrase.

Putting it to work

Because both fields sit on the chat group, each Ingroup can point its survey somewhere different. A sales chat group can send customers to a satisfaction survey while a support group sends them to a separate one. The survey fires for the customer regardless of how the Agent handled the chat or which Disposition they chose, so it captures feedback even on chats the agent could not fully resolve. It is a clean way to hear from a customer right after the conversation, while it is still fresh, without involving the Lead history at all.

When you set the wording, keep it short and obvious. The customer has just finished a conversation and the link is competing with them closing the window, so a plain phrase that reads as an invitation does better than something clever. If you are not sure what to put, leaving the text blank and letting the default -PLEASE TAKE OUR SURVEY- show is a safe starting point you can refine once you see how many people actually click through.

The survey link is a customer-facing touch, the same as the chat window colors and logo, so the two are usually set together. For the look-and-feel side, read how to brand the customer chat screen colors and logo, and for how the survey fits the whole inbound setup, read the VICIdial inbound email and chat guide. If you would rather get a chat stack that is ready to brand and survey from the start, our managed VICIdial plans give you a running box in under 40 seconds.