This feature enables you to create and manage website surveys with seamless integration through LiveChat. It offers a flexible setup, allowing surveys to be triggered based on specific conditions, making it easy to gather real-time feedback from website visitors. Additionally, it supports performance analysis across different creative formats, languages, and devices, providing actionable insights to improve user engagement and survey effectiveness.

Please refer to the Website Distribution article for examples of use cases and additional benefits.

Prerequisites

In order to access the Website Distribution, you must have the following View and Edit Distribution permissions at the Survey Level.

Setting Up Website Distribution with Trigger Conditions

1. Navigate to the Distribution sections.

2. Click Create Distribution and select Website distribution.

   

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

   

   1. Distribution Name: Enter a meaningful name.

   2. Expiration Date: Select an expiration date.

   3. Live Chat Application: You can either select an existing Live Chat or create a new one (proactive prompts associated with Live Chat will also appear in the dropdown). If an existing Live Chat is selected, the user can view other surveys linked to that Live Chat.

      For creating a new Live Chat application follow these steps, click Create New and go to New Live Chat Application page:

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      1. Name: Please provide a meaningful name for the Live Chat.

         Note: The live chat name is not editable later.

      2. Website URL: To operate the web application on particular websites, choose them from the list. If no websites are selected, it will function on all sites where the code is integrated.

         Note: Choosing a live chat application here does not display a live chat on the website; it merely links the proactive prompts to the necessary code for embedding the survey on the site where responses will be gathered.

4. Go to Intercept Setup and fill in the details to select creative and triggers.

   Specify Display Events: Select when the creative should be displayed to visitors:

   • Page Load: Display the creative immediately after the page has fully loaded.
   • Page View: Display the creative when a visitor navigates to a new page during the same session.
   • Exit Intent: Display the creative when visitor behavior indicates they are about to leave the page, such as moving the cursor toward the browser's close or back controls.

   

   1. Go to Select Creative section and select a creative.

      Access the Creative section. You can then either develop a new creative or select one from the existing options.

   2. Go to Select Trigger section and define the trigger condition for the creative to display. Fill the details as below:

      1. Trigger Type: The default trigger type is Condition Based.

      2. Trigger Condition: You can specify the criteria and select the values. Choose the field, operator, and value; you also have the option to add more conditions.

         Intercept Conditions

         Trigger conditions for which support exists:

         Category	Name	Description
         User browsing info	Region	Enables prompts based on region
         User browsing info	Screen resolution height	Enables prompts based on pixel height of screen
         User browsing info	Browser	Enables prompts based on browser and version
         User browsing info	Device type	Enables prompt based on Mobile / Desktop
         User browsing info	IP address	Enables prompts for users based on certain criteria (inclusion, exclusion, regex) of their IP address.
         User browsing info	User Agent	Enables prompts based on browser or OS
         User browsing info	Screen resolution width	Enables prompts based on pixel width of screen
         User browsing info	Country	Enables prompts based on country
         User browsing info	City	Enables prompts based on city
         Browsing session	Time Spent on Page Load	Enables the prompts based on the amount of time user has been on the page since the page was loaded. When page refreshes, timer restarts
         Browsing session	Unique session count
         Browsing session	Page views in current session
         Browsing session	Page Referrer	Enables the prompts based on previous page visit history of user
         Browsing session	Time Spent with in session	Enables the prompts based on time spent by the user on the site
         Browsing session	Vertical Page Scroll Depth	Enables the prompts based on the % or no. of pixels user has scrolled on a web page.
         Browsing session	Total page views across sessions
         Browsing session	Trigger state
         Browsing session	Horizontal Page Scroll Depth	Enables the prompts based on the % or no. of pixels user has scrolled on a web page.
         Browsing session	Current URL	Enables prompts based on current URL of page
         Survey	Survey Seen	Enables the prompt when a survey is seen.
         Survey	Survey Completed	Enables the prompt when a survey is completed.
         Intercept	Self- Distribution Closed	Enables prompts based on whether the same distribution is closed earlier
         Intercept	Self- Distribution Completed	Enables prompts based on whether the same distribution is completed earlier
         Intercept	Self-Distribution Triggered	Enables prompts based on whether the same distribution is triggered earlier
         Intercept	Self- Distribution Engaged	Enables prompts based on whether the same distribution is engaged earlier
         External API
         Profile custom field

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   3. You can click + Add Condition and + Add Condition Group to define additional conditions and condition group and click Next.

      1. Profile Custom Fields as Conditions: You can now use profile custom fields (passed via the SDK or authentication) as intercept condition triggers. For example, target a survey only to visitors whose customerTier equals "Enterprise."

5. Please navigate to the Translation page to set up the Translation Conditions. To enhance the end-user experience for Website Surveys, translations will primarily be determined by the browser's preferred language. Should the system be unable to detect the browser's preferred language, the content will then be delivered in the base language.

   

6. Navigate to Scheduling page and fill in the details:

   

   1. Navigate to the Intercept Activation Details section and then configure the start date, time, and end date.

      

      1. Start Date and Time: Select a start date and time

      2. End Date: Specify a termination date for the distribution.

      3. Business Hours: Indicate the precise business hours for the survey's distribution.

      4. Timezone: Select specific timezone.

   2. Navigate to Distribution Sampling section where you can define the sampling for the distribution on a scale of 100. Toggle Enable Distribution Sampling and specify the Distribution Sampling Rate, which determines the percentage of all eligible recipients who will be included in this distribution. The sampling is always randomized.

      

   3. Access the Distribution Tagging section to assign values to custom fields for responses. These values will then be linked to every response originating from this distribution.

      

   4. Click Save.

7. Once you click save you will be redirected to a pop-up window with the embed code with option to copy snippet.

   

   Note: Similar pop up to be supported when user selects embed code from the 3 dots in Distribution Record Manager for a website distribution.

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Adding embed code within the website

After creating a website distribution, click Vertical Ellipsis menu and select "Copy Embed Code." Then, paste the embed code into your website's HTML to begin triggering surveys for visitors.

Load Time Handling

To provide a smooth experience while your survey loads after a visitor interacts with a creative, a temporary loading screen is displayed

1. If the survey loads in under 2 seconds, visitors see a single message:

   "Getting your feedback survey ready."

2. If the survey takes longer than 2 seconds to load, visitors see the following messages rotate every second until the survey is ready:

   1. Getting your feedback survey ready.

   2. Preparing a few quick questions.

   3. Almost there.

Performance target: Your surveys are designed to load within 500 milliseconds for 99% of requests.

Analyse Distribution Report

After surveys are distributed, view metrics for each distribution by selecting Distribution Report from the ⋮ menu on the distribution row.

Utilize the Distribution Report to track the performance of your survey distributions over time. Accessible from the ⋮ menu → Distribution Report, it offers consolidated performance metrics, trend visualizations, and analyses by creative type, language, and device, assisting you in recognizing engagement patterns and assessing the effectiveness of your distribution efforts.

To answer specific business questions, you can create tailored reports using Custom Reporting. Apply filters such as date range, distribution, creative type, and device, choose the dimensions and measures most relevant to your analysis, and export the results for further investigation. You can also compare performance across multiple distributions and benchmark survey results across channels.

Validate Your Website Survey Setup

Use the following steps to validate your website survey configuration:

• Copy the LiveChat ID from the survey embed code.

• Open the Website Survey Test Page and replace the YOUR_APP_ID and YOUR_ENV placeholders with the values from your distribution.

• To test Manual Trigger, call window.sprChat('triggerSurvey', { interceptId: 'YOUR_INTERCEPT_ID' }) from the browser console.
• Verify Load Time Handling, confirm the loading message appears and rolling messages fire if load time exceeds 2 seconds.
• Test Profile Authentication.

Best Practices

• Ensure Proper Placement of LiveChat Code: Double-check that only one LiveChat code is embedded per website to avoid conflicts.

• Test Across Devices: Make sure to preview the survey on multiple devices (desktop and mobile) to ensure responsiveness and optimize the user experience.

• Timing and Conditions Sensitivity: Ensure that intercept conditions are defined clearly to avoid surveys being triggered at the wrong time, which could negatively impact the user experience.

• Test metadata enrichment: Verify that profile and response custom fields appear in responses and reports after enrichment.

FAQs