How to send surveys from Puzzel Chat

The following section outlines how to send surveys created in Puzzel Customer Insight, using the Puzzel Chat Application.  

To send the survey you will need to access the Survey Editor in Customer Insight and copy the Survey ID.  

You can find the Survey ID by following the steps below: 

  • Go to the Admin Portal main menu   

  • Click on Insight 

  • Select Survey Management 

  • In the Surveys tab, click on the specific survey 

  • This will open the Edit tab 

  • The Survey ID can be found under “General” 

  • Copy the Survey ID by clicking on the copy icon of the field 

Once you have copied the Survey ID, you will then need to: 

  • Go to the Admin Portal menu 

  • In the main menu click on the “Services” option.  

  • Select the “Chat” option from the sub-menu (access must be provided on both levels) 

  • Select the configuration you would like to add the survey to 

  • Click on “Survey from the menu on the right hand-side of the screen, or scroll down to the Survey parameters. You will then see the “Customer Insight Survey ID” parameter at the bottom of the list. To enable a survey, you will need to:

  1. Insert the Survey ID in the Value field 

  2. Click the tick box in the “Inherited” column 

If you would like to survey respondents after they have spoken with human agents, then you will also need to click on the tick box in the “Inherited” column and the “On” option next to the “Only show survey when a human agent has been connected” parameter.  



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