Sprinklr Live Chat Survey Distribution makes it easy for enterprises using Sprinklr’s hosted Live Chat solution to capture customer feedback seamlessly during live conversations. With this capability, admins can configure and deliver Customer Feedback Management (CFM) surveys directly within the chat experience, using the same powerful survey builder available across other channels.

By embedding surveys into real-time interactions, businesses gain contextual insights at critical moments in the customer journey, such as when resolving issues or completing a service request. This ensures feedback is collected smoothly, without disrupting the conversation, while maintaining a controlled and positive respondent experience.

The feature also supports automated, event-driven survey delivery through Sprinklr’s Rule Engine, positioning Live Chat as a first-class channel in any omnichannel feedback strategy. With this integration, organizations can better understand customer sentiment, close experience gaps, and continuously improve service quality.

Distribution Type

Sprinklr Live Chat supports two primary survey delivery experiences:

• Embedded Survey Distribution: The survey launches directly inside the Live Chat window following a defined user action or event, allowing customers to complete it without leaving the chat interface. This approach is ideal for structured surveys that benefit from a compact, seamless, and uninterrupted experience.

• Conversational Survey Distribution:Survey questions are displayed individually as chat messages, and answers are recorded instantly to foster a fluid, conversational feel. AI integration can enhance the interaction by adding a human touch, ensuring respondents navigate the survey effortlessly.

Admins can choose the delivery format based on the desired customer experience and feedback goals.

Business Use Cases

• Post-Chat Satisfaction Survey: After a Live Chat interaction ends, the Rule Engine automatically triggers a survey, embedded or conversational, capturing feedback in context. This drives higher response rates, links feedback directly to the agent and interaction, and speeds up issue identification for timely improvements.

• Automated Feedback Collection via Rule Engine: Enterprises can configure Rule Engine conditions, such as chat closure, resolution status, or queue type, to automatically trigger survey delivery across Live Chat interactions. This enables scalable, no‑effort feedback collection, ensures consistent capture across customer journeys, and provides seamless integration into omnichannel workflows.

Sprinklr introduces Omnichannel Feedback Expansion by adding Live Chat as a new channel for CFM surveys, strengthening coverage across customer touchpoints. Enterprises gain control over respondent experience by choosing between embedded or conversational delivery formats, with optional AI‑driven interactions. Feedback is captured with contextual and timely insights at the moment of experience completion, improving accuracy and actionability. With automation at scale, the Rule Engine enables event‑triggered survey delivery without manual effort. Finally, deeper analytics are unlocked by linking survey responses to Live Chat interactions, agents, and operational workflows, providing richer and more actionable intelligence.

Prerequisites

​​To access the Social Survey distribution, you must have access to the following View and Edit Distribution permissions at the Survey Level. You would also need access to the Rule Engine.

Key Capabilities

• New Live Chat channel for CFM survey distribution.

• Embedded and conversational survey experiences.

• AI-powered conversational survey support.

• Rule Engine–based automated survey delivery.

• Real-time response capture.

• Advanced analytics tied to Live Chat interactions.