How can I add pre chat survey questions in whatsapp channel

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Posted on by Muhammad Danial

Hi,
I want to add pre chat survey questions in my whatsapp channel to know the customer name & Email, But in the whatsapp channel setting only these options are available (screenshots attached)

1

If is there any other way we can add the pre chat suvey so please let me know.

Thanks in advance

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Sayen Zhang on at

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Hi partner,

Hope you are well.

I'm afraid it is not available for now to add the pre-chat survey questions in WhatsApp channel.

Pre-conversation survey can only be set in chat channel, post-conversation survey can be set in chat channel and messaging channel.

However, in Messaging channel, we can create a survey which include customer names and emails when we enable post-conversation survey feature.

Here are the steps:

1. Enable Post-conversation survey feature.

2. Expand Dynamics 365 Customer Voice survey and then click + Create in Dynamics 365 Customer Voice.

3. Create a survey which includes customer names and emails.

4. Select the survey and save.

Here is a reference link: Configure post-conversation survey | Microsoft Learn

A related community thread where some options were being talked about: Can we add pre chat survey for WhatsApp Omnichannel - Dynamics 365 Customer Service Forum Community Forum

Best Regards,

Sayen Zhang

Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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