Agents can trigger surveys directly inside Sprinklr Live Chat to collect customer feedback in real time. By embedding surveys within the conversation flow, brands can reduce clicks and create a seamless, consistent user experience, helping boost response rates and capture valuable insights instantly.

Prerequisites

Before configuring this feature, ensure:

• The survey design and questions are ready to be created.

• You have permissions to the following Sprinklr:

  • Creating Omnichannel Templates in Sprinklr Digital Asset Management (DAM).

  • Creating Case Update Rules and Macros.

High-Level Steps

To create and trigger surveys in Live Chat, follow these steps:

1. Create a Survey Template in DAM

2. Create a Survey in Survey Builder

3. Configure a Case Update rule in Rule Engine

4. Trigger the Rule via Macro

Detailed Configuration Steps

This section describes each step in detail.

Step 1: Create Survey Template in DAM

The Survey template defines the communication sent to customers during a Live Chat interaction, including a title, description, and a button to open the survey. For steps to create a survey template, see Create Live Chat Survey Template.

If you want the survey page to appear immediately after publishing, select the Auto Open Survey Once Published option when creating the survey template.

Step 2: Create a Survey in Survey Builder

Create the actual survey with your questions and options to answer. For steps, see Managing surveys and Creating Surveys.

Step 3: Configure Case Update Rule

Create a Case Update rule.

To create a rule:

1. Open Rule Engine. For steps to access the rule engine, see Create a Rule.

2. In the Context dropdown, select Case Update.

3. In the rule configuration screen, hover over the + icon and click Add Element.

4. Click Add Action. In the Edit Action pane, expand the Actions To Survey section.

5. In the Actions dropdown, select Request Survey.

6. In the dropdown next to Actions, select the survey you created in Step 2.

7. Configure other survey details according to your requirements.

The example below shows a sample rule for demonstration purposes only, not an actual configuration.

8. Click Add Conditions.

9. In the Actions dropdown, search for and select Survey Template.

10. Click Choose Template.

11. In Media Uploader, select the survey template you created in Step 1 and click Add.

12. Save and enable the rule using the options in the bottom‑right corner.

Step 4: Create Macro to Trigger Rule

Create or update a macro to run the above rule whenever needed in the customer journey.

To create a macro:

1. Open the Macros screen. For steps to access Macros screen, see Create a macro.

2. Click Create Macro in the top-right corner.

3. In the macro creation screen, enter the basic details such as name and description.

4. For Apply macro on field, select Case.

5. In the Set Actions section, go to Automated Actions.

6. Search for and choose Select Rules to Execute, and then select the rule you created in Step 3.

7. Click Save in the bottom-right corner.