# Configure Questionnaires

Set up Pre-Chat and Post-Chat questionnaires in just a few steps:

**STEP 1: ENABLE QUESTIONNAIRE TOGGLES** <br>

1. Open **WhatsApp4Dynamics**.
2. Navigate to **Configurations > Questionnaire.**
3. Enable the following:

* Pre-Chat Questionnaire – Starts when the customer sends the first message.
* Post-Chat Questionnaire – Triggers either during the chat or automatically after the agent ends it.

4. Choose **Trigger Frequency:**

* Once **–** Sent once per customer.
* Every – Triggers with every new session.

5. Click **Save.**

<figure><img src="/files/7LYTk9LvBZtW2Ix0qG2m" alt=""><figcaption></figcaption></figure>

**STEP 2: CREATE A QUESTIONNAIRE RECORD**&#x20;

1. Go to Questionnaires, click New Questionnaire.
2. Fill in:

* **Name** – e.g., “Pre-Chat – Support Inquiry”
* **Type** – Pre-Chat or Post-Chat
* **Default Create Record –** Dropdown  showing all created record types
* **Default Questionnaire** – Mark as default (only one default per type)
* **Fallback Template -** Used to Handle invalid responses

&#x20; 3\.       Ask the user to confirm if they want to connect with a live agent

&#x20; 4\.       If the user replies “**YES**”, the system prompts the agent to accept the chat on their side.

&#x20; 5\.       Click **Save**.

<figure><img src="/files/WWxHJMxrZtyNllBLs9BX" alt=""><figcaption></figcaption></figure>

**STEP 3: CREATE QUESTIONNAIRE MESSAGE TEMPLATES (QUESTIONS)**&#x20;

Each question is based on a WhatsApp message template and is linked to the questionnaire you created.

How to **Create a Pre-Chat Template:**

1. Go to the Message Templates tab.
2. Click **New Message Template.**

<figure><img src="/files/EB3yZe8m3NoQDGiX0Rct" alt=""><figcaption></figcaption></figure>

3. Fill in the following:

* **Template Typ**e – Auto-set to Pre-Chat or Post-Chat depending on the parent questionnaire.
* **Template** – Choose an existing WhatsApp/Twilio template. (Only the templates with option button are currently supported.)
* **Title** – e.g., “Issue Type”
* **Questionnaire –** Auto-linked to the selected questionnaire.
* **Message (Locked**) – Auto-filled with the text from the selected WhatsApp template. Not editable here.
* **Media URL (Locked**) – If included in the template (image/video/audio), auto-filled and non-editable.
* **Map Response** – Link the user's reply to a CRM field (e.g., Contact.Phone or Lead.ProductInterest)\
  If the default create record is set for the questionnaire, then, when a new record is created, the response is auto filled in this field.

4. Click **Save**, then Publish the template.

<figure><img src="/files/FH0TykX6bKvjgJyCILmq" alt=""><figcaption></figcaption></figure>

**Note**: You can add multiple question templates to create a flow of questions.

How to **Create a Post-Chat Template** Directly from the Message Template Tab:

1. Go to Message Templates > New Message Template.

<figure><img src="/files/UgjxgOa91lrYmEoZ2iXD" alt=""><figcaption></figcaption></figure>

2. Fill:

* Template Type – Select "Post-Chat
* "Template Name
* Title – e.g., “Customer Feedback”
* Add buttons/quick replies.

<figure><img src="/files/8wDOM5XMjYYs3jcfBavV" alt=""><figcaption></figcaption></figure>

3. **Save** and Publish.

<figure><img src="/files/ovUsQnhRSooHhPWRwwoF" alt=""><figcaption></figcaption></figure>

End-to-End Chat Flow Example

* **Customer sends a message →** Triggers **Pre-Chat Questionnaire**.

<figure><img src="/files/Mo343zO49vGP9LPeL7mc" alt=""><figcaption></figcaption></figure>

• Questions are sent in sequence using WhatsApp templates.

<figure><img src="/files/6JhkryJGJ80ljqjvPHy9" alt=""><figcaption></figcaption></figure>

* Chat status is **Bot Conversation** until all pre-chat questions are answered.
* A **Fallback Template** is sent to confirm if the user wants to talk to an agent.
* User replies “**Yes**” → Agent gets option to **accept** the chat.

<figure><img src="/files/ORFFlDSGWwB2YtdB0BSu" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/Z8PuEcRFdDKuDktfdJFd" alt=""><figcaption></figcaption></figure>

* **If no Agent Join Confirmation template is configured**, the system still prompts the agent to **accept the chat** after the final pre-chat message.

<figure><img src="/files/BW76H13ZYMgbwETtkxm2" alt=""><figcaption></figcaption></figure>

• Chat transfers to the agent, who continues the conversation.

<figure><img src="/files/YEMkJZcsP9qClJ7rwWGe" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/nFfJ9QKQv6AvplKmFTKE" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/VbR9khs0r9YYmBeWofPA" alt=""><figcaption></figcaption></figure>

* Agent can **manually send Post-Chat** questions anytime during the session.

<figure><img src="/files/yLiMocePizdprXxWR9IV" alt=""><figcaption></figcaption></figure>

* When the agent clicks **“End Chat”**, the **Post-Chat Template** is automatically sent.

<figure><img src="/files/yT2fSLSBfyC1NvHbd2Qh" alt=""><figcaption></figcaption></figure>

* Click "**Close Chat Session**".

<figure><img src="/files/PQ1Yd8zrgNsLngSXbgVc" alt=""><figcaption></figcaption></figure>

* Upon doing so, if the **Post-Chat Questionnaire toggle is enabled**, the configured Post-Chat Template is automatically sent to the customer.

<figure><img src="/files/6XrkE44IdljrgTv6Y3ul" alt=""><figcaption></figcaption></figure>

**This is how the Post-Chat response appears in the agent's view**:

* The agent can see the **feedback template** that was sent.

<figure><img src="/files/Ed7F2dAAnja1xyOdDhE9" alt=""><figcaption></figcaption></figure>


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