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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How can I add pre chat...
Service | Customer Service, Contact Center, Fie...
Suggested Answer

How can I add pre chat survey questions in whatsapp channel

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Posted on by Muhammad Danial 30

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
pastedimage1684757382872v2.png

2.

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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  • Suggested answer
    Sayen Zhang Profile Picture
    Sayen Zhang Microsoft Employee on at

    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.

    pastedimage1684818688387v1.png

    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.

    pastedimage1684818710503v2.png

    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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