Sending Customer Satisfaction Survey on Messenger, Facebook and X (Twitter) Conversations

Overview

Kayako comes with default automation in the form of a monitor that sends out customer satisfaction surveys via email 24 hours after a conversation has been completed. You can edit or modify these criteria depending on your need. However, the customer may create conversation via Social Media Channels or Messenger, without providing his\her email address.

This article provides details about customer satisfaction surveys depending on the conversation channel:

• Messenger
• Social Media Channels (Facebook and X (Twitter))
  
  

Prerequisite

• To add or modify the customer's email, you will need an agent account with the Create and update users and organizations permission.
  
  

Information

Messenger

On the Kayako Messenger, an in-chat survey is sent automatically to the user if he\she is still online when the conversation is marked as complete.

In case if the user is offline, or ignores the in-chat survey, Kayako will send a usual customer satisfaction survey via email.

 

Facebook and X

Unfortunately, Kayako doesn't support in-chat surveys on Facebook or X directly but can send surveys via email. In order to do that the email should be linked to the customer's account in Kayako. We suggest that you ask the agent to request the customer's email earlier in the conversation so that it can be linked to his\her account and used to send the satisfaction survey. You may also retrieve the email from your internal systems and add it to the Kayako user account if you are dealing with existing customers. Otherwise, Kayako will not be able to identify email and will not send the satisfaction survey.

 

Summary

In-chat survey available only on Kayako Messenger and only when the user is still online. In case if the user is offline or ignores the in-chat survey, he\she will receive a customer survey via email, but only in case, the email is linked to the customer account in Kayako.

For other communication channels, if the email is linked to the customer account in Kayako, the satisfaction survey will be sent via email. If the email is missing, then Kayako will not send a satisfaction survey.