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All chat pre-conversation surveys stopped working

Posted on by 144
We are seeing an issue in our environment where (despite being configured) pre-conversation surveys are not showing on any chat channels. This issue started sometime yesterday. When starting a chat, instead of the survey the end user is simply immediately routed to an agent (we do not use bots).
Is anyone else seeing this? We raised it with MS Support but I am stuck going through the usual motions as they don't appear to understand the issue.
If you use chat pre-conversation surveys - are they working today?
  • Verified answer
    DanNewton Profile Picture
    DanNewton 144 on at
    All chat pre-conversation surveys stopped working
    Just to update - Microsoft acknowledged this was an issue in the UK region introduced by a bad change and resolved the issue.
  • Suggested answer
    Haig Liu Profile Picture
    Haig Liu Microsoft Employee on at
    All chat pre-conversation surveys stopped working
    Please check your chat channel setting if Pre-conversation survey have any survey question.
    When I removed the survey question all together, the same issue as yours occurred, i.e., it went directly to the agent after loading.
    I hope this helps, but please let me know if you need anything else or if you have any other questions.
    Haig Liu

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