Displaying a Post Chat Survey in Salesforce Chat

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GetFeedback lets you integrate beautifully branded surveys from GetFeedback in your Salesforce Chat window. 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. We’ll walk you through the set up here, including how to map your customer feedback into Salesforce.

Enable Salesforce Chat

Make sure that you have Salesforce Chat enabled in your account. Do this using Lightning Service Setup or Salesforce Classic. Either option works with GetFeedback for Salesforce Chat, but there will be one extra step that we'll walk through below if you're using Lightning Service Setup.

Design a post-chat survey in GetFeedback

Once Salesforce Chat has been enabled and configured within your Salesforce instance, you can return to your GetFeedback account.

From here, click on the survey you’d like to use as your post chat survey.Here at GetFeedback, we use our standard Customer Effort Score (CES ) survey question type, but you can use any that you’d like. The best practice here would be to use a CES or Customer Satisfaction (CSAT) survey with a follow-up text area or structured question.

Below is our own CES survey, which does not include a title page and appears right after a Salesforce Chat has ended for our customers:

Post Chat CES Survey

Configure your Post Chat GetFeedback Survey

In your survey, navigate to Distribute > Salesforce Chat to begin configuring your Salesforce Chat integration with GetFeedback and the survey you’ve selected.

distribution navigation Salesforce Chat

Connect your GetFeedback survey to Salesforce. To set up a Salesforce connection, go into your Mappings tab and select which instance to connect the survey to. You don't need to create any mappings yet.

MappingsCustomNavigation

Once this is complete, you’re ready to select the Salesforce Chat Button that will be attached to your survey. If you don’t have any Salesforce Chat Buttons available within your Salesforce instance, you’ll want to create one using the steps outlined by Salesforce.

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Please note: One survey can have an unlimited number of buttons attached to it, but each button can only have one survey attached to it. When adding buttons to your survey, be mindful that any button you select will have its previous survey attachment replaced by the new attachment you select.

If Salesforce Chat is installed via Lightning Service Setup, any chat buttons that are created will not be attached to a force.com site used for supporting resources. GetFeedback utilizes Salesforce Chat button's associated force.com site to create the redirect into your post-chat survey.

If this condition is present, the following error will appear when attempting to attach your survey to a chat button:

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To correct the issue, click on View In Salesforce to open the chat button configuration in Salesforce Classic. This will not override any Lightning settings.

Then, click Edit:

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Click the lookup icon to the right of Site for Resources and select the force.com site associated with this chat button.

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Save the configuration. Return to GetFeedback and complete attaching your survey to the chat button.

If using our Draft/Publish feature, connecting to a Salesforce Chat button in the Draft version of your survey won't publish to the Live version of your survey when clicking Publish. When you’re ready for your survey to be active in Salesforce Chat follow the steps above in the Live version of your survey, even if you’ve already done so in the Draft version of your survey.

Merge Fields

We will automatically attach merge fields to the Survey URL which are a standard set of merge fields based on the chat session and are derived from a few different Salesforce Chat Deployment APIs that your developer will use when they configure the Salesforce Chat button on your website. The standard merge fields will be described below. The Deployment APIs are addCustomDetail and findOrCreate.saveToTranscript. The first one allows you to add arbitrary user information and the second will allow you to attach the Salesforce Objects that were either found or created before the chat has been started.

We will automatically attach a subset of the following list of post-chat values which are:

  • chatKey

  • startTime

  • requestTime

  • agentId

  • agentName

  • lastVisitedPage

  • disconnectedBy

Each of them will be in snake_case form and prefixed with chat_ .

For example: ?chat_key=32b68228-b86f-11e8-96f8-529269fb1459&chat_start_time=1536944676912&chat_request_time=1536964984331&chat_agent_id=0051XXXXXXXXXXX&chat_agent_name=Tym%20A&chat_last_visited_page=https://my-site.com/help&chat_disconnected_by=client

addCustomDetail

All custom detail that you define will be attached to the Survey URL as merge fields using the labelas the merge field name (we will “snake_case” the labeland also prefix it with “chat_custom_”) and the valueas the merge field value.
For example, if you use the following code:
liveagent.addCustomDetail(‘First Name’, ‘Kimberly’),we would add the following merge field to the survey url: ?chat_custom_first_name=Kimberly.

findOrCreate.saveToTranscript

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.

For example, if you use the the following code:
liveagent.findOrCreate('Case')
.map('Subject', 'Case Subject', false, false, true)
.map('Status', 'Case Status', false, false, true)
.saveToTranscript('CaseId').showOnCreate();

We would add the following merge field to the survey url: ?caseid=5001XXXXXXXXXXXXX.

No Consultation Available

This is provided as an example of where to start with your implementation, and may not cover all use cases or work in all organizational settings. The GetFeedback Support team isn't able to offer consulting services for coding issues because of the many nuances that may occur within your organization. We recommend working with your team's Salesforce administrator, who can troubleshoot directly in your organization to find a solution to any code issues.

Mapping to Salesforce

If you use our Managed Mappings, we’ll automatically map your post chat surveys back into Salesforce for you. Simply navigate to Mappings > Managed Mappings. Once the managed package has been installed, you can turn ON the button labeled GetFeedback for Salesforce Chat to begin syncing your survey responses into Salesforce.

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For those who want more control over where their post-chat survey data is stored, you can use Custom Mappings. You don't need to install any packages if using custom mappings.

If using custom mappings, you may also want to map the source of the survey so you know it came from a Salesforce Chat. To do this, you can create a new field in your case or custom object that you’re mapping into called Case Type or you can use an existing standard field like Case Source. Then map a fixed value of Chat into that field every time a new survey response comes in from your post chat survey.

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Case Creation Survey Redirect

There may be times when an agent is not available to pick up a chat with an incoming request. You can set Salesforce Chat to timeout in this case after a certain amount of time or the agent can decline the chat. In either of these cases you can then redirect the user to a GetFeedback Salesforce Case Survey allowing that customer to fill out information which then creates a case for you within your help desk.

Set up custom notifications in the survey using the Actions tab to create a customer case or map the survey directly to Service Cloud.

To do this, you can use either of the following merge fields to drive logic within your post chat survey, pointing the person to the case survey via a redirect if an agent does not answer the chat. Placing logic rules on your first post chat survey question. The first merge field that you'll want to add to your logic is chat_disconnected_by and the value you should check against is error and the second merge field is chat_start_time which you would check if the value is blank. In either of those instances, you would skip to a custom exit page which redirects the user to the case creation survey.

Here is how we’ve broken down the logic within our own CES post-chat survey for an example. Run the logic rule before the first question is shown in your post chat survey.

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