Use surveys to gather user feedback on your services

Our No-Code Bot Management System allows you to easily create personalized surveys to gather user feedback during or at the end of a conversation.

They can be destinated to both end users and human Livechat agents and can be sent automatically or manually (in case of a Livechat conversation).

Getting started with surveys

In this section, you will learn how to create and personnalize your survey in the BMS for both end users and human Livechat agents.

Create a new survey

  1. Go to Preferences > Bot > Survey.

  2. Choose the language of your survey and click + Add.

  3. Fill in some basic information about your survey:

  • Name (mandatory): the survey's name that will be showed in the BMS. It is not visible to end users;

  • Title (optional): the title that end users will see at the beginning of the survey;

  • Type (mandatory): it's here you will define to whom is destinated the survey (end users or Livechat agents);

Save your changes.

  1. Now, start to define the content of your survey by clicking on "+ Add".

A new line will be added below:

Create your first question by filling in the "Text" field.

If it's a mandatory question that end users must anwser, check the "mandatory" box.

As for the "type", you can create 4 types of fields for your survey:

  • Text: it allows users to express freely their ideas. You can choose between a small field or a large one. Texts are limited to 200 characters max.

  • Dropdown list: you can offer options in a dropdown list. Add sub-lines to personalize the content of your options by clicking on the + button.

    Note: within a dropdown list, each sub-line must have the "List element" type.

  • Choices: you can offer to users a single choice or multiple choices. Add sub-lines to personalize the content of your options by clicking on the + button.

    • Single choice: end users can only choose 1 item from the list. In this case, all the sub-lines must have the "single choice" type.

    • Multiple choice: end users can choose several items from the list. In this case, all the sub-lines must have the "multiple choice" type

  • Title: it allows you to add a titles or sub-titles to make your survey structure clearer.

Create a conditional question

Use conditional questions when you want to ask additional questions based on a given user answer. For example, if a user has chosen the option A, then show the question A.1.

To do so, click on “create a conditional question”.

Then define the answer that will trigger the conditional question. And Save it.

Define to whom and when to send a survey

In general, you can use surveys on 2 occasions:

1. After an automatic chat conversation

To do so, create a specific knowlege item that will trigger the survey.

Precisely, after creating your survey, create a simple knowledge item. In the answer > Other options > Survey, select the one you want to use in the dropdown list and save it.

2. After a Livechat conversation

2.1. Surveys for end users after a Livechat conversation

A survey can be sent automatically after a Livechat conversation or manually by the Livechat agent at any moment of the conversation.

  • To automatically send out a Livechat survey: Go to Preferences > Livechat parameters > General. In User Survey > End user survey after a livechat conversation, choose the one you want to use from the dropdown list.

  • To manually send out a Livechat survey:

    Prerequisite: activate the “The operator can send a survey to a user” option in Preferences > Livechat parameters > User survey.

Livechat operators can then choose the survey to send directly from Dydu’s livechat interface.

User surveys will show in the sidebar pannel of the chatbox:

2.2.Surveys for Livechat agents after a Livechat conversation

  • First, create a survey for Livechat agents by following the steps above-mentioned.

  • Then, go to Preferences > Livechat parameters > General. In User Survey > Operator survey after a Livechat conversation, choose the one you want to use from the dropdown list.

  • Therefore, after an operator closes a conversation, a survey will pop up in the operator interface.

See the survey results

Both users’ and operators’ survey results are shown in the Learning > Conversation section within each conversation.

On the conversation overview list, you can easily see whether a survey is filled out.

Open a conversation to see the answers:

Becoming an expert: reuse the users' answers in the conversation

Once a survey is correctly filled out, users' answers are stored in the BMS and can be used as variables in a knowledge item to offer personalized messages.

Example 1: show the user's answers in the conversation.

Example 2: trigger a specific bot message (e.g. complementary answer) or even an action (e.g. Livechat escalation).

Attention :

Survey answers can only be reused within the same user session in which the user has filled out the survey.

This means that if the user session has expired or users come back the next day, the BMS will not be able to memorize their previous answers.

Let's take the first example. To reuse a survey result in a knowledge answer, follow the instructions:

  1. Get the survey result's ID by opening the conversation during which the survey was filled out. Click on the dropdown list "Entire dialog" and select User information.

The ID of each survey component will then be shown:

Note 1 :

It is the only way at the moment to get the survey ID. If you don't have any conversation that contains a completed survey, you need to fill out one on your own during a test conversation.

Note 2 :

The survey IDs are specific to the survey's components (questions) and do not depend on the answer, nor on the conversation.

Therefore, no matter the conversation or the bot, the survey ID remains the same for a given survey template.

  1. Create a knowledge item whose goal is to summarize what users have answered in a survey. To show a specific survey result in the bot's answer, use the following syntax:


For example:

  • What it looks like in the BMS:

  • What it looks like in the Chatbox:

The survey ID can also be used as a context condition as the image below illustrates to trigger specific messages (e.g. complementary answers) or actions (e.g. Livechat escalation).

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