Surveys

How Surveys Work

Surveys are delivered through your existing chat widget, appearing as an interactive conversation that guides the visitor through a series of questions. Unlike banners or chat messages, which are one-way, surveys collect answers and store them for analysis — useful for structured feedback, research, or qualifying leads.

The Surveys List

Each survey is a card in the Surveys grid. Besides the name, widget, status badge and creation date, every card carries a one-line performance summary covering the last 30 days: how many people the survey was shown to, how many of them answered it, and what share that is. Hover any figure for the full sentence. A survey nobody saw in that period says so instead of showing zeros.

The card footer has two shortcut buttons next to Edit — hover them for Responses and Reports — so you can open either page straight from the list instead of going through the editor.

Triggering Surveys

Surveys can be triggered by events and conditions such as page visits, time-based rules or custom events sent from your application. For details on configuring them, see the trigger documentation.

Survey Settings

Basic Configuration

Survey Priority

Priority is not set inside the editor. On the Surveys list, each card footer shows a Priority number with two arrow buttons beside it — hover them for Increase priority and Decrease priority. When several surveys qualify for the same visitor at the same moment, only the heaviest one is shown.

Preview & Testing

Use the built-in preview 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.

Survey Responses

The survey's own responses page groups the answers by question and lets you narrow them to a date range. Open it either from the Responses button on the survey's card in the list, or from the Responses button in the survey editor's top bar. The Responses and Reports pages share a Responses · Reports switcher at the top, and the back arrow on both returns to the survey editor.

Response Analytics

Text answers: individual responses in a table, with submission timestamps and visitor IDs.

Rating scales: the average rating, the highest and lowest scores, and how the answers are distributed across the scale.

Choice questions: the distribution of answers with percentages and vote counts, for both single and multiple choice.

File uploads: a card per uploaded file with a View File button that opens it in a new tab, plus an All Files table listing the file URL, upload time and visitor ID.

Reaching the Person Who Answered

Every answer row shows the visitor's ID with two shortcut buttons beside it:

• Open their chat — opens that visitor's conversation in the inbox. If they only ever filled in the survey and never chatted, a conversation is started for them, so you can reply either way. Needs the Inbox permission.
• Security profile — opens the visitor's security profile: trust score, ban state, devices, addresses and past sessions. Needs the Security permission.

Both buttons disappear when the response has no visitor left — an erased anonymous visitor takes the link with them, while the answers themselves are kept.

Date Range Filtering

Filter responses by date range to analyse how the survey performed over a specific period. The default view shows the last 7 days.

Forms vs Surveys

Forms and surveys are technically similar — both are guided interfaces that collect structured information — but they serve different purposes and end up in different places.

How Forms Work

A form is started either by the visitor clicking a form entry in your chat widget, or by an agent asking for it during a conversation. A submitted form becomes a ticket on the board the form belongs to. Forms live on that board: Communications → Tickets → (board) → Forms. There is no organization-wide forms list, and there is no separate Forms purchase — forms come with the Feedback boards & bug tracker add-on, together with tickets and boards.

How Surveys Differ

Surveys behave like the other engagement campaigns — they fire automatically based on visitor behaviour and interactions with your website, such as page views, time spent, or custom events. The answers flow into the survey's own responses page for analysis. They do not create tickets and do not enter 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 behaviour
• Responses are one-time data collection without follow-up actions
• You need to analyse trends, ratings, and aggregate insights from visitor responses