Setting up Predefined Inquiries & Pre-chat Surveys
Guide customers and gather important information by setting up predefined inquiries and pre-chat surveys. These features help you streamline conversations, understand customer needs upfront, and create a more efficient support experience.
In this article:
What Are Predefined Inquiries?
Predefined Inquiries are quick-action buttons that you can display in the chat widget's welcome screen. They allow customers to start a conversation about a specific topic with a single click, such as “Track my order” or “Ask a product question.” This helps guide the conversation and allows the AI to respond more effectively from the very first interaction.
How to Set Up Predefined Inquiries
You can customize these inquiries to match your most common customer questions.
From your Convi panel, navigate to Settings > Widgets.
Click the Manage button on the “Bubble widget chatbot” card.
In the customization modal, expand the Content section.
Open the Predefined inquiries accordion. Here, you can add, edit, or remove the inquiry buttons that appear in your widget.
💡 Tip: We recommend creating inquiries for your top 3-5 most frequent questions. You can find your most common conversation topics in your Analytics dashboard. |
What Are Pre-chat Surveys?
The Pre-chat Survey allows you to collect essential customer information, like their name and email address, before a conversation begins. This is especially useful for lead capture and ensuring you can follow up with customers even if they leave your site.
How to Enable Pre-chat Surveys
Activating the pre-chat survey is simple and can be done directly in your widget settings.
From your Convi panel, navigate to Settings > Widgets.
Click the Manage button on the “Bubble widget chatbot” card.
In the customization modal, expand the Behavior section.
Toggle the Pre-chat survey switch to the 'on' position.
ℹ️ Note: The pre-chat survey will ask for the user's name and email by default. This information will be saved and displayed in the conversation details in your Inbox. |
Enabling Customer Satisfaction Feedback
In addition to pre-chat surveys, you can also automatically ask customers for feedback after their conversation. This helps you measure AI performance and overall customer satisfaction.
Follow the same steps to navigate to the Behavior section within your widget's customization settings (Settings > Widgets > Manage > Behavior).
Toggle the Customer satisfaction feedback switch to the 'on' position.
Once enabled, the widget will prompt users to rate their experience at the end of a conversation. You can view this feedback in the Analytics dashboard.
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