Managing bot flow surveys

Zoom Virtual Agent admins have the ability to establish a post-bot survey experience at the flow level using a new survey widget designed for web chat bot flow channels. By linking an engagement survey to a specific flow, admins can capture and store the survey responses provided by consumers. This enables a deeper understanding of the end-users' experience with the bot.

This article covers:

• How to access engagement surveys
• How to enable edit permission for survey and poll management page
• How to create an engagement survey
• How to set up bot surveys
  • Survey widget settings
• How to view survey results
  • Information in survey results

Prerequisites for setting up bot surveys

• Any account owner or admin role with Virtual Agent permission
• Basic, Pro, Business, Education, or Enterprise account
• Zoom Virtual Agent license
• Chatbot created

How to access engagement surveys

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management then Survey Management.
3. Click the Consumer engagement survey tab to view and manage all of the engagement surveys for your account.

How to enable edit permission for survey and poll management page

1. Sign in to the Zoom web portal.
2. In the navigation menu, click User Management then Roles.
3. Click the ZVA role.
4. Under the Survey and Poll Management section, click the Edit checkbox next to Consumer engagement surveys.

How to create an engagement survey

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then click Survey Management.
3. Click the Consumer engagement survey tab.
4. Click + Create.
5. Select Consumer engagement survey, then click Create.
6. Click the title Untitled Consumer Engagement Survey... to give the survey a name.
7. Review the question types and configuration options, then select the question type for the first question.
8. (Optional) Click + Add Question to add another question to the survey.
9. (Optional) Click gear icon at the top right to configure the following option:
   • Feedback after submission
10. (Optional) Click the color palette icon to customize the survey's colors. 
11. (Optional) Click the preview icon  to see a preview.
12. (Optional) At the top right, click the ellipses icon  to Save as draft.
13. (Optional) Click Save to allow the survey to be sent after meetings. 

How to set up bot surveys

1. Access the bot flow editor.
   Note: If the bot flow is published, go back to the virtual agent window and unpublish the bot.
2. In the left-side widget panel, click, drag, then drop the Survey widget to the preferred location in the bot flow canvas.
   Note: Survey widget is only available on the main (default) flow canvas.
3. In the right-side settings panel, click Add Survey.
4. In the Add Engagement Survey window, select a survey from the list or create a new consumer engagement survey.
   • After choosing an existing survey, click Save to customize the survey widget settings.
   • If you opt to create a new survey, you will be redirected to the Survey & Poll Management page, where you can initiate the creation of a new survey.
5. Click Publish.

Survey widget settings

• Next to the survey name, click Edit to rename the survey.
• Survey Delivery: Set the link expiration for the survey. The survey link is sent at the end of the engagement.
• Survey Prompt: Enter a message or prompt when asking a user to take a survey.
• Survey Link Text: Enter text or a label associated with the survey link.

How to view survey results

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management, then click Survey Management.
3. Click the Consumer engagement survey tab.
4. Locate the survey you want to view results for.
5. Click the Results icon next to a survey.

Information in survey results

• Results Overview tab
  • Responses: The number of times the survey was presented to consumers, regardless of whether the survey was completed.
  • Typical Time Spent: The average amount of time consumers took to complete the survey.
  • Response Rate: The percentage of responses compared to the total number of visits.
• Completion Rate: The percentage of survey launches that were completed by consumers.
• Results by Queue tab: Displays survey results filtered by specific queues. In the left-side panel, select a queue to view survey results for that queue.
• Results by Respondent tab: Displays each consumer’s response so you can view their response to each question.