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Pass variables details from Omnichannel Chat workstream to Customer Voice survey

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Posted on by Jas09

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Hi

Does anyone know if we can pass variables (e.g. Agent Name, customer name etc.) from a Omnichannel Chat workstream to /post survey/ using Customer Voice form? We'd like to show the survey inline after the chat session ends and not via emial link.

Thanks

Jas

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Dengliang Li Microsoft Employee on at

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Pass variables details from Omnichannel Chat workstream to Customer Voice survey

Hi,

Unfortunately, I'm afraid that's not possible.

To inline a post conversation survey in live chat, you can refer to the following image.

Configure post-conversation survey | Microsoft Learn

However, it is not possible to pass context variables from the live chat into the survey.

For personalized variables in the survey, default values can be set. These personalization variables can be dynamically populated when the survey is sent via Power Automate Flow.

How to personalize a survey by using variables in Dynamics 365 Customer Voice - YouTube

For surveys in live chat, the personalization variables show default values.

Best Regards,
Dengliang Li

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