Post Chat Questionnaire Settings

The Post-Chat Questionnaire feature in LiveChat4Dynamics displays a customizable form after a live chat session ends.

This form allows businesses to gather valuable feedback from website visitors—such as satisfaction ratings, comments, or suggestions. Organizations can tailor the questions to match their goals, whether it’s measuring customer satisfaction, collecting service insights, or identifying areas for improvement. By capturing user feedback right after the conversation, businesses can enhance their support quality and customer experience within Dynamics 365.

To configure post-chat window, follow the steps below:

Click on the “Questionnaire” tab

Under “questionnaire settings,” select “Post Chat Questionnaire ” to “Yes”.

Post-Interval:

Choose "Once" if you want to store the user response only once in Dynamics 365 CRM.

Choose "Every time" if you want to store the user response in Dynamics 365 CRM every time the user fills the form.

Post-Chat Questionnaire Customization:

Now, click on New Questionnaire from the subgrid below the Questionnaire Setting section.

By default, the configuration will be named “LiveChat4Dynamics.”

Set a Name for Your Form

Give your post-chat form a clear and meaningful name—something like Feedback Form—so it's easy to identify.

Choose the Form Type

Select custom fields that need to be displayed on the website visitor chat window.

Here, from the options, select “Post Chat” since this questionnaire form will appear after the live chat ends.

Now, click on New Message Template from the subgrid below the Questionnaire Setting section.

Template Type

This field has been auto-populated to “Post Chat” as the template type. This means the form will appear after the user ends the live chat.

Post-Chat Message

Enter the message that you would like to give to the user when the session is been ended This could be a thank-you note, feedback request, or any custom message based on your business needs.

Example: “Kindly rate your experience with wireless earbuds pro.”

Save and Publish

Once you’ve configured all the required fields and added your post-chat message, click Save to store the changes. Then, click Publish to make the pre-chat form and settings live for your website visitors.