Configure a pre-conversation survey

Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Configure a pre-conversation survey

For the chat channel, you can configure a survey that users can respond to when they access the widget to start a conversation.

  1. Go to one of the apps, and perform the following steps.

    • In the site map, select Workstreams in Customer support.
  2. Select the workstream for the chat channel in which you want to configure the pre-conversation survey.

  3. On the page that appears, select the channel instance from the dropdown list, and then select Edit.

  4. On the Chat channel settings dialog, go to the Behaviors tab, and set the toggle for Pre-conversation survey to On.

  5. In the Survey questions area, select Add, and then enter the following details on the Survey question page:

    • Survey question name: Specify a name that's used internally.
    • Question text: Enter the question text. The text appears as a question to the user at runtime. The length of each question must be less than or equal to 512 characters.
    • Answer type: Select one of the following values from the list:
      • Single line: The user can enter a single line of text.
      • Multiple lines: The user can enter multiple lines of text.
      • Option set: The user can select an option in a drop-down list. You must enter options separated by a semicolon.
      • User consent: Use this option to request user consent for the pre-chat survey. You can provide a ../link to a webpage, such as the privacy policy page. Links must be in the following format: [../link text](../link to the webpage). A checkbox appears beside the question text in the pre-conversation survey.
    • Required: Set the toggle to Yes if the response to the question needs to be mandatory. If the answer type is User Consent, make sure you specify Yes.


    • Validations in pre-conversation surveys are supported for mandatory fields only.
    • After you add the survey questions, corresponding context variables are created and displayed in the Advanced settings > Context variables section of the workstream.
  6. Select Confirm. The survey question with its details is listed in the Survey questions area.

  7. Repeat the steps pertaining to creating questions. You can add up to five questions only.

    Screenshot of the pre-conversation survey questions that you can configure.

  8. Optionally, you can change the order in which the questions are listed.

Runtime view of survey questions

The following screenshot is a sample of the pre-conversation survey that will be displayed for customers.

Screenshot of the runtime view of pre-conversation survey questions.

More information: Automatically identify customers using pre-chat responses

See also

Add a chat widget
Configure agent display name
Configure file attachment capability
Create quick replies
Create and manage operating hours
Create chat authentication settings
Embed chat widget in your website or portal