The Survey Settings section lets you tailor your surveys. Here, you can configure survey types, scoring, question sets, and social media integration. This guide will walk you through the steps for your account.
Things to consider ✅
- Surveys are available on Facebook and X only for private conversations.
How to enable Surveys:
1) Navigate to the menu in the top right-hand corner ➡️ Click 'Settings' ➡️ Click 'Survey Settings.'
2) Once in the Survey Settings area, click on the 'Enable Company Wide Survey' toggle.
3) You can then start to edit your survey via the following options.
Customising your Survey:
For your Survey, you have the option to customise the following -
- Survey Type: Either NPS or CSAT scores
- Survey score: You can score this from 1-10 or use Emojis 😀
- Survey on Resolution: You can choose to automatically send out the survey upon resolving your conversation in the inbox, or manually send out the survey after replying to a conversation
- Sending Delay: You can customise how long before the survey is sent out. This could be anywhere between 1-24 hours after the conversation is resolved
- Configure Accounts: Choose the social media accounts that you want to be able to send the survey to
4) You can further personalise your survey by customising the score question, follow-up comments, and end-of-survey question. To access these options, enable the 'Enable Account Survey' toggle and add the text for your questions.
Once you click save, you can start using your surveys in the inbox. To see how to use this in the Inbox, take a look at our helpful guide!