Surveys | Yaplet

How Surveys Work

Surveys are delivered through your existing chat widget, appearing as interactive conversations that guide visitors through a series of questions. Unlike banners or messages that are one-way communications, surveys collect responses and store them for analysis, making them perfect for gathering structured feedback, conducting research, or qualifying leads.

Triggering Surveys

Surveys can be triggered by various events and conditions such as page visits, user interactions, time-based rules, or custom events. For detailed information about configuring survey triggers, see our comprehensive trigger documentation.

Trigger Configuration

Learn about all available trigger options and how to configure them for your surveys.

Survey Settings

Basic Configuration

Name

string required

A descriptive title for your survey used in the dashboard.

Widget

string required

Select which widget this survey belongs to. The widget determines which website the survey will appear on.

Published

boolean

Toggle whether the survey is active and can be triggered for visitors.

Weight

number

Determines survey priority when multiple surveys qualify for the same visitor. Higher weight surveys are triggered first.

Form Builder

Learn how to use the form builder interface to create and customize your surveys with different input types, validation rules, and question configurations.

Preview & Testing

Use the built-in preview feature to see how your survey will appear in the widget. The preview shows the survey flow and question types in your widget's chat interface.

Testing Outreach Campaigns

Learn how to safely test your outreach campaigns before deploying them to live visitors.

Always test your surveys across different devices and screen sizes to ensure questions display correctly and collect responses as expected.

Survey Responses

The Responses page provides comprehensive analytics and data management for your survey results. View responses by date range, analyze trends, and export data for further processing.

Response Analytics

Text Responses: View individual responses in a table format with submission timestamps and visitor IDs.

Rating Scales: See average ratings, highest/lowest scores, and distribution of responses across your numeric scales.

Choice Questions: Visualize response distribution with percentages and vote counts for single and multiple choice questions.

File Uploads: Access uploaded files directly with download links and view submission details.

Date Range Filtering

Filter responses by custom date ranges to analyze survey performance over specific time periods. Default view shows the last 7 days of responses.

Response data is automatically grouped by question type, making it easy to analyze different kinds of feedback and identify patterns in your survey results.

Forms vs Surveys

While forms and surveys are technically similar - both are guided interfaces that collect structured information from users - they serve different purposes and follow distinct workflows in your outreach strategy.

How Forms Work

Forms are typically initiated either by users clicking on a form trigger within your chat widget or by agents proactively requesting form completion during conversations. Form responses are automatically converted into tickets and inserted into your helpdesk boards, creating a structured support workflow.

Forms and Ticketing

Learn how forms integrate with your ticketing system.

Boards and Tickets

Understand how form responses become tickets in your support workflow.

How Surveys Differ

Surveys operate like other outreach campaigns - they're triggered automatically based on visitor behavior and interactions with your website, such as page views, scroll depth, time spent, or custom events. Once triggered, surveys collect responses that flow directly into the Responses page for analysis and reporting, without creating tickets or following a support workflow.

When to Choose Forms vs Surveys

Choose Forms when:

You need structured ticketing and support workflows
Agents should be able to request form completion during conversations
Users need to initiate contact through self-service forms
You want responses to have a lifecycle with follow-up actions, decisions, and resolution messages

Choose Surveys when:

You're gathering research data or feedback for analysis
You want to proactively collect information based on user behavior
Responses are one-time data collection without follow-up actions
You need to analyze trends, ratings, and aggregate insights from visitor responses

Forms create ongoing relationships through ticketing, while surveys capture snapshot insights from visitor interactions. Choose based on whether you need conversational follow-up or analytical data collection.