Post-chat survey window editing

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Post-chat survey window editing

General

 

The Post-chat survey window is the screen your visitors see when they click the "Rate Support" button on the chat window or when they close the chat window if the post-chat survey feature is enabled in your account.

 

If the visitor fills out the survey, its result is attached to the chat transcript sent after the chat is finished. You can find it at the very bottom of the transcript, in the Post Chat Survey section.

 

Post Chat Survey page

Post Chat Survey page

 

Enabling / disabling the post-chat survey

 

You can enable / disable the post-chat survey in your account Control Panel, Account Settings / Post Chat Survey page using the (1) box.

 

Predefined survey themes

 

We offer a set of three predefined survey themes. Each of them contains 3 questions:

 

Politeness (from 1 to 5)

Proficiency (from 1 to 5)

Comments (text field)

 

Post Chat Survey gallery

Post Chat Survey gallery

 

You can choose any of these three themes in the gallery on our website. To do this, please do the following:

 

1.Open Account Settings / Post Chat Survey page in the account Control Panel

2.Click "Post Chat Survey Gallery" link on the page, the survey gallery will open

3.Choose the needed theme and click on it or click Select link under it

4.Press "Save" button on the Account Settings / Post Chat Survey page

 

Survey customization

 

You can fully customize the survey as it is a simple HTML page. You can add / edit / remove questions, change scale of marks, background, window size etc.

 

To customize the survey, please do the following:

 

1.Open Account Settings / Post Chat Survey page in the account Control Panel

2.Download the survey theme you wish to customize

a.from the Post Chat Survey page by clicking "Download Current Post Chat Survey ZIP" link (2). This link can be useful if you've already customized the survey theme and wish to change it once again

b.from our gallery by clicking "Post Chat Survey Gallery" link on the page

3.Extract the survey files from the archive

4.Edit all needed files

5.Archive files back

6.Upload (3) the archive to your account Control Panel, Account Settings / Post Chat Survey page

 

Please note the following!

 

Keep the same file names and the folder structure

Don't delete any files from the archive even if they are not used

 

How to change the questionnaire

 

All questions, scales of marks, marks' titles, etc. are specified on the main survey page post-chat-survey-form.html. You need to change its source HTML code if you wish to customize the questionnaire.

 

Example:

 

<tr>

 <td class="field-name-td">Politeness and<br>good manners:</td>

 <td><br>Poor</td>

 <td align="center">

         <table class="rate-table" cellpadding="0" cellspacing="0">

                 <tr>

                         <td>1</td><td>2</td><td>3</td><td>4</td><td>5</td>

                 </tr>

                 <tr>

                         <td>

                                 <input type="radio" name="Politeness" value="1"/>

                         </td>

                         <td>

                                 <input type="radio" name="Politeness" value="2"/>

                         </td>

                         <td>

                                 <input type="radio" name="Politeness" value="3"/>

                         </td>

                         <td>

                                 <input type="radio" name="Politeness" value="4"/>

                         </td>

                         <td>

                                 <input type="radio" name="Politeness" value="5"/>

                         </td>

                 </tr>

         </table>

 </td>

 <td><br>Outstanding</td>

</tr>

 

This piece of code displays the following part of the survey

 

Post Chat Survey rating

 

Look and feel of the question "Politeness and good manners:" is defined in the CSS class field-name-td.

 

All radio button inputs used to answer the question should have the same name attribute (name="Politeness"), and each of them should have its own value attribute (value="1", value="2", etc.). The name of the selected radio button input along with its value is displayed in the chat transcript.So if the visitor clicks the input with attributes name="Politeness" value="3", the chat transcript will contain the line

 

 Politeness: 3

 

in the Post Chat Survey section.

 

If you change the attribute's name for all these inputs to "Good manners", then you'll see the line

 

 Good manners: 3

 

in the Post Chat Survey section of the chat transcript.

 

You can also change value attributes in the same way. E.g. if you define the inputs in the following way

 

<td>

 <input type="radio" name="Good manners" value="Poor"/>

</td>

<td>

 <input type="radio" name="Good manners" value="Bad"/>

</td>

<td>

 <input type="radio" name="Good manners" value="Nothing special"/>

</td>

<td>

 <input type="radio" name="Good manners" value="Good"/>

</td>

<td>

 <input type="radio" name="Good manners" value="Outstanding"/>

</td>

 

and the visitor chooses the third input (the one with attributes name="Good manners" value="Nothing special") the chat transcript will contain the line

 

 Good manners: Nothing special

 

in the Post Chat Survey section.

 

How to translate the survey

 

To translate the post-chat survey you need to translate all needed texts in post-chat-survey-confirmation.html and post-chat-survey-form.html files.

 

If you need to translate the survey to some language using non-Latin characters, please perform the following steps:

 

1.Use some converting tool to convert needed text to Unicode codes.

2.Add <META http-equiv="Content-Type" content="text/html; charset=utf-8"> within <head> </head> tag.

 

Possible errors

 

Lost files or invalid archive structure

 

The correct survey archive structure is the following

 

images (folder with all needed images)

post-chat-survey-confirmation.html (the page your visitors see after submitting the survey)

post-chat-survey-form.html (the main survey page)

thumbnail.gif (predefined survey theme screenshot)

window-features (text file where the survey window properties can be changed - window size, position, resizing, scroll bars, toolbar, status bar etc.)

 

The system checks the archive structure when you upload it to the account. If the system cannot find required files, you'll receive the following error message

 

Required file not found in the survey

Required file not found in the survey

 

This occurs when:

 

The required file was removed from the survey or renamed

The survey folder structure was changed and the required file cannot be found, e.g. an extra nesting level was added to the archive structure

 

Prohibited characters in the archive name

 

Only Latin characters and digits are allowed in the archive file name. If you receive the following error message, please try to rename your file to some simple name like "1.zip"

 

Attempt to upload an archive with prohibited characters in its name

Attempt to upload an archive with prohibited characters in its name

 

Invalid file type

 

The system accepts only ZIP archives as surveys. If you try to upload some other file, you'll receive the following message

 

Attempt to upload a file of unsupported type

Attempt to upload a file of unsupported type

 

File too long

 

Maximum allowed file size for post chat survey archive is 65 KB (65536 bytes). Longer files are not accepted by the system.

 

Attempt to upload a file larger than 65 KB

Attempt to upload a file larger than 65 KB