One score is rarely enough. A multi-step survey asks a handful of questions in sequence inside the chat widget — good for feature research, post-onboarding feedback and exit surveys.
Before you design it: surveys run in a straight line
A Yaplet survey has no branching. Every visitor sees every question, in the order you put them in, and an answer cannot skip anyone ahead or end the survey early.
If different people genuinely need different questions, build two surveys and separate them with the trigger — different pages, different visitor rules, or different custom events from your own site. Do not design a flow that assumes a fork; there isn't one.
The question types
| Type | What the visitor sees | Good for |
|---|---|---|
| Numeric scale | A row of numbers between a minimum and a maximum, with a label at each end. | Satisfaction, effort, likelihood to recommend. |
| Short text | A single-line box. | A name, a job title, one specific answer. |
| Long text | A larger box for a paragraph. | Reasons, suggestions, anything open-ended. |
| Single choice | A list where exactly one option can be picked. | Reason for cancelling, how they found you. |
| Multiple choice | A list where any number of options can be picked. | Which features they use, which problems they have. |
| File upload | A file picker. | Screenshots, mockups, documents. |
Two more steps are not questions: a Welcome message, which is always first, and a thank-you message, which is always last. Neither can be moved out of position.
1. Create the survey
Go to Marketing → Engagement → Surveys, click Add Survey, then New Item. Or start from a template — Customer Feedback Survey, Product Feature Request or User Experience Survey — and edit it down, which is usually faster than starting empty.
2. Add the questions
The left column is the list of steps. Use the add button at its top and pick a type; the new step lands just before the thank-you message. Select a step and fill in the right-hand Edit Field panel:
- Question — the text the visitor reads.
- Subtitle — an optional line underneath for context.
- Required Field — the visitor must answer before moving on.
- Placeholder Text — the greyed-out hint inside a text box.
- Options — for choice questions, the list to pick from.
- Minimum Value, Maximum Value, Lowest Label, Highest Label — for a numeric scale.
The middle column previews the selected step exactly as it will appear.
3. Put them in the right order
Drag steps in the left column to reorder them. The welcome and thank-you steps stay where they are; everything else moves freely.
4. Check it yourself
Click Preview at the top. The survey opens in a new tab and you can answer it start to finish, which is the fastest way to notice a question that reads badly or a scale with the wrong labels.
5. Settings, trigger, publish
Click Settings for the Name, the Widget and the Published switch. Click Trigger to decide who gets it and when — for research surveys, a custom event fired after a meaningful action, with the frequency set to Send once, is the usual pattern. See Trigger rules.
Then turn Published on and save.
How long is too long
- Five questions is a sensible ceiling for something that appears uninvited in a chat widget.
- Put the question you most need answered first — some people stop part way.
- Keep open text near the end: by then the visitor has invested a little effort and writes more.
- Mark as few questions Required as you can live with. A required question someone cannot answer is where they quit.
What's next?
Answers appear on the Responses page, grouped by question — see Read survey responses. If what you actually need is structured intake rather than feedback, compare the two in Surveys vs forms.