Surveys allow you to gather customer satisfaction (CSAT) feedback following interactions with Virtual Agents or Generative Agents. This feature helps you evaluate and improve your support quality by capturing structured feedback directly from customers. With surveys, you can:
  • Capture structured feedback on agent and AI interactions
  • Use survey data for reporting and automation optimization
  • Reduce manual feedback collection or disjointed tools
  • Improve CSAT without disrupting the user experience

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Survey Types

ASAPP supports three types of surveys:
  • Virtual Agent Surveys: Collect feedback after interactions with automated Virtual Agent flows.
    • These surveys are triggered only at the end of Virtual Agent interactions.
  • Generative Agent Surveys: Collect feedback after interactions with AI-powered Generative Agents.
    • These surveys are triggered only at the end of Generative Agent interactions, not when escalating from Virtual Agent to Generative Agent, to avoid redundant feedback collection.

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Setting up Surveys

Each survey type has a different setup process:
Virtual Agent surveys must be configured and are then triggered at the end of the Virtual Agent interaction when the final flow ends with SRS options and the customer selects the positive outcome.
1

Enable Virtual Agent Surveys

Work with your ASAPP account team to enable Virtual Agent surveys for your organization.
Virtual Agent surveys are disabled by default and require ASAPP assistance to enable.
2

Customize Form

Once enabled, you can edit the survey form which determines what information is collected from the customer.
  1. Navigate to Company Resources > Library > Forms
  2. Select Virtual AgentFeedback Survey Form
  3. Modify the form according to your business needs
  4. Save the form
3

Customize Survey Settings

Once the form is created, you can customize the survey settings.
  1. Navigate to VirtualAgent > Core Dialog
  2. Select “VirtualAgentCSATSurveyFlow”
  3. Modify the settings according to your business needs
  4. Save and deploy the settings
4

Test the Survey

Once the survey is enabled and configured, you can test it by walking through a flow that ends with SRS options. Preview the flow, follow through the flow, and select the positive outcome.The survey should appear at the end of the flow.

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Third-Party Survey Support

You can use third-party survey providers to collect feedback from your customers, such as Qualtrics. This results in displaying a survey link for the user to click into the third-party survey tool. Results from external surveys are integrated into your reporting. To use a third-party survey provider, work with your ASAPP account team to configure the survey settings to display the survey link.

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Survey Results and Reporting

Survey results are automatically stored and viewable in Conversation Manager.
Results are not available in Conversation Manager for third-party surveys.
Events will be created for when a survey is displayed and when a survey is submitted. This data is available via the ASAPP Messaging Feeds.

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Next Steps

Flows

Learn how to build and configure flows for your Virtual Agent interactions.

Intent Routing

Understand how to route customer intents to appropriate flows and surveys.