Yes, it is possible to add a pre-chat survey for WhatsApp in Omnichannel for Dynamics 365 Customer Service.
Here are the general steps you can follow:
1. Create a new chat widget: In Omnichannel Administration, create a new chat widget and select WhatsApp as the channel.
2. Configure the pre-chat survey: In the chat widget settings, select the "Pre-chat survey" tab and configure the survey questions that you want to ask before the chat session begins. You can choose from various question types, such as multiple choice or free text.
3. Customize the survey appearance: You can also customize the appearance of the survey by uploading your own logo or background image, and choosing colors that match your branding.
4. Save the chat widget settings: Once you have configured the pre-chat survey, save the chat widget settings.
5. Add the chat widget to your website or mobile app: To enable customers to start a WhatsApp chat session with your support team, add the chat widget to your website or mobile app. You can use the chat widget code provided by Omnichannel, or you can use a third-party widget that supports WhatsApp.
6. Test the pre-chat survey: Before you go live with the pre-chat survey, be sure to test it thoroughly to ensure that the survey questions are being asked correctly and that the responses are being captured and saved in Dynamics 365 Customer Service.
Overall, adding a pre-chat survey for WhatsApp in Omnichannel for Dynamics 365 Customer Service can help you gather important information from customers before the chat session begins, allowing your support team to provide more personalized and efficient support.
