Send post call and chat surveys

A survey asks the customer to rate the agent from 1 to 5 once the conversation is over. Voice surveys play after a queue call. Messaging surveys go out at the end of a chat, text or other written conversation. Customer satisfaction surveys are part of Contact Center Pro.

This feature needs the Contact Center Pro plan. See plans and pricing

Some labels in your portal or apps may look slightly different from this guide.

Before you start

• Surveys have to be turned on for the extensions your agents log in from. Ask CallSprout support to check this before you build your first survey.
• For a voice survey, record the prompts first: a rating question, a thank you message and, if you want one, a short announcement. Files must be WAV or MP3, no larger than the size the form allows, and named with only letters, numbers, hyphens and underscores, with no spaces. If a file won't upload, ask CallSprout support to check the limits.

Create a voice survey

1. 1
   Step 1:

   Add a survey

   In the admin portal, open the surveys page in the contact center menu and select Add Survey. Choose Voice and select OK.
2. 2
   Step 2:

   Name it

   Give the survey a unique Name.
3. 3
   Step 3:

   Add an announcement (optional)

   Turn on Enable Survey announcement and upload a message. Callers hear it while they wait in the queue, before an agent answers, so they know a survey is coming.
4. 4
   Step 4:

   Upload the rating question

   In Agent Rating, upload the prompt that asks the caller to rate the agent. It plays as soon as the agent hangs up.
5. 5
   Step 5:

   Upload the thank you

   In Thank You, upload the message that plays after the caller rates. Then save.
6. 6
   Step 6:

   Attach it to a queue

   Edit the voice queue, open its advanced options and choose the survey in Survey.

Create a messaging survey

1. 1
   Step 1:

   Add a survey

   Select Add Survey, choose Messaging and select OK.
2. 2
   Step 2:

   Write the rating question

   Enter a Name, then write the Agent Rating text that asks for a score.
3. 3
   Step 3:

   Invite a comment (optional)

   In Additional Comment, ask the customer if there's anything they'd like to add.
4. 4
   Step 4:

   Write the thank you

   Add a Thank You message. It isn't sent on live chat or email.
5. 5
   Step 5:

   Check and save

   The preview on the right updates as you type. Save when it reads well.
6. 6
   Step 6:

   Attach it to a messaging queue

   Edit the messaging queue and pick the survey.

Keep the rating question and the comment invitation to one text message each, so they don't split on a phone.

Control how often customers are asked

In your messaging settings, the survey section has two options:

• Time between surveys. Enter the number of days before the same customer can get another survey. Leave it empty to send one after every conversation.
• Close message. If an agent closes the conversation before the customer finishes the survey, the customer gets this message instead. Word it so it doesn't confuse them.

See the results

Supervisors and admins see survey scores in the conversation reports, by agent and by queue: how many surveys were sent, how many were answered and the average rating. See contact center reports.