Live Chat survey distribution allows enterprises using Sprinklr’s hosted Live Chat solution to deliver CFM surveys directly within customer chat conversations. Surveys can be embedded inside the chat window or delivered conversationally, ensuring feedback is captured at the most relevant moment, immediately after an interaction concludes.

Business Use Cases

• Post-Chat Feedback Automation: ​Helps organizations to gather customer satisfaction and agent performance feedback consistently, without relying on manual follow‑ups or external survey links. By using automated survey triggers within their support platform, a workflow is configured to send a feedback survey immediately after a chat interaction is marked as resolved. The customer receives the survey directly within the same chat interface, allowing for timely, seamless, and context‑rich feedback collection while minimizing friction and operational effort.

Surveys delivered immediately after an interaction ends drive higher response rates by capturing feedback at the most relevant moment. Because customers remain in the same Live Chat interface without needing to switch channels, the experience stays seamless and interruption‑free. Automated triggering through the Rule Engine ensures surveys are consistently sent across all eligible conversations, reducing manual effort and improving reliability. Responses are also tied directly to the original chat context—agents, queues, and resolution details, resulting in richer, more actionable insights.

Prerequisites

To access the WhatsApp distribution, you must have access to the following View and Edit Distribution permissions at the Survey Level.

Setting Up Adhoc Standard Live Chat Survey Distribution

​Let us have a look at the steps:

1. Navigate to the Survey and go to Distribution and click Create Distribution.

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2. Select Sprinklr Live Chat and Create Now.

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3. Go to select Distribution Details page and fill in the details in Distribution Details page:

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   1. Distribution Name: You can enter a meaningful name to the distribution.

   2. Distribution Description: You can enter a meaningful description to the survey.

   3. Survey Format: Select Standard (Open the survey form inline) or Conversational Survey (Ask questions conversationally) from the drop-down menu and click Next.

4. Go to Creative Page and fill in the details:

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   1. In the Invitation Creative section, select a Creative already created or you can click + Creative and create a new creative and click Next. Depending on the survey Format you have selected, you have 2 options available:

      1. Select from existing creatives: The dropdown will only show creatives relevant to the survey format that you have selected]

      2. Create a New Creative: For Creative creation process follow the process listed here.

5. Go to Translations section and and navigate to the Translation Conditions section and establish guidelines for sending messages in the correct language according to the recipient's characteristics. If no suitable condition exists, the message will be dispatched in the survey's default language. Ensure that translations are set up prior to sending the message.

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   Go to the Language section and select the language that has been chosen and published for that survey from the drop-down menu. You can also click + Translation to include new languages and then click Add to specify the condition before clicking Next.

   1. The drop-down will display a list of languages for which the survey translation is already available. Additionally, you can add conditions for new languages, but make sure that there are appropriate creative translations and survey translations available for your survey program.

      

   2. Once the language is selected, define the controlling fields and final value which will help decide the invitation delivery language. You have option to define condition based on Profile or Case metadata i.e. profile and Case Custom fields​

      

6. Go to Scheduling Section and fill in the details:

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   1. ​Go to Survey Link Setting section and fill in the details:

      1. Start Date and Time: You have the option to choose the start date and time. If a specific time is not chosen, the survey will gather responses once the distribution is set up.

      2. Expiration Type: Select the expiration type from the drop-down either Static or Dynamic.

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         1. Static: Set a fixed expiration date and time, after which the survey link will no longer be accessible.

            1. End Date and Time: You can select the end date and time.

            2. Limit submissions per respondent: You have the option to enable or add the permitted submissions.

            3. Reset limit after time interval: You can also adjust the reset limit after a specified time interval to refresh the limit and include the frequency.

         2. Dynamic: Set the survey to expire based on when it is sent, ensuring each recipient has the same response time.

            1. Expires After: You can select the expiry time and frequency.

            2. Allowed Submissions: You can add the number of allowed submissions.

            3. Reset limit after time interval: You can also adjust the reset limit after a specified time interval to refresh the limit and include the frequency.

   2. Go to Distribution Tagging and add custom fields for responses to link metadata to this distribution. Each field will show up as a new column in the response tab and will also be accessible in Custom Reporting and Survey Logics, allowing you to select the custom field and its values. Configure custom tags for reporting related to this distribution and then click Save.

      Note: As live chat channel is focused on in-moment feedback, we suggest using Dynamic Expiry so that each respondent get same time to complete the feedback.

      You can save your progress at any time by using the “Save as Draft” option.

7. Click Go to Rule Engine in the pop-up. This distribution type can only be triggered through Case update Rules. To use it, create or edit a case update rule and add a CFM Survey Action.

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8. Click + Create New Rule to create a rule and use it for this distribution. You need to configure the CFM survey with the appropriate condition as an action within the Rule Engine. To ensure this step is completed, the system will provide helpful nudges directing you to the Rule Engine so you can add the required CFM action.

Configure Rule Engine

1. Navigate to Rule engine and create a new Case Update Rule by selecting content as “Case Update”.

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2. You can configure Rule Engine actions to automatically send survey invites messages based on case events and evaluation logic.

3. Steps to Configure a CFM Survey Action:

   

   1. Add a new action to your rule.

   2. Provide a name for the action.

   3. In the right-hand pane, go to Actions to CFM Survey.

   4. Select Trigger Survey Invitation action.

      Actions

      Condition	Configuration
      Survey Invite Status	Fields to configure: Invite Status: Choose one of the following options: Failed Quarantined Suppressed Invite Sent Unsubscribed Survey: Select the survey for which the invite status will be checked. Distribution Channel: Select Social DM Distribution: Select the Social DM distribution whose invite status should be evaluated.
      Survey Response Status	Fields to configure: Response Status: Choose one of the following options: Not Started Survey Opened In Progress Partially Completed Completed Survey: Select the survey for which the response status will be checked. Distribution Channel: Select Social DM Distribution: Select the Social DM distribution whose response status should be evaluated.
      Survey Last Sent Before Duration	Fields to configure: Time Delay: Specify the duration (in seconds, minutes, hours, days, weeks, or years). Survey: Select the survey for which the delay will be applied. Distribution Channel: Select Social DM Distribution: Select the Social DM distribution whose timing will be evaluated.

4. Steps to Configure a CFM Survey Condition:

   1. Steps to Configure a CFM Survey Condition

   2. Add a new condition to your rule.

   3. Provide a name for the condition.

   4. In the right-hand pane, go to Conditions Applies to CFM Survey.

   5. Select one of the following condition types to trigger follow-up actions:

      Conditions

      Condition	Configuration
      Survey Invite Status	Fields to configure: Invite Status: Choose one of the following options: Failed Quarantined Suppressed Invite Sent Unsubscribed Survey: Select the survey for which the invite status will be checked. Distribution Channel: Select Sprinklr Live Chat Distribution: Select the Social DM distribution whose invite status should be evaluated.
      Survey Response Status	Fields to configure: Response Status: Choose one of the following options: Not Started Survey Opened In Progress Partially Completed Completed Survey: Select the survey for which the response status will be checked. Distribution Channel: Select Sprinklr Live Chat Distribution: Select the Social DM distribution whose response status should be evaluated.
      Survey Last Sent Before Duration	Fields to configure: Time Delay: Specify the duration (in seconds, minutes, hours, days, weeks, or years). Survey: Select the survey for which the delay will be applied. Distribution Channel: Select Sprinklr Live Chat Distribution: Select the Social DM distribution whose timing will be evaluated.

Record Manager Columns & Metrics

Refer to these article for details on the columns and metrics available for Social DM distribution.

How to use it?

Users can also perform the following actions on the record manager.

Best Practices

• Clear and Concise Messaging: Keep messages brief and easy to understand.

• Avoid Spamming: Since Sprinklr Live Chat is a 100% Rule based trigger, please ensure the setup isn't spamming the livechat conversation before piloting the project on actual cases.

FAQs

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