> For the complete documentation index, see [llms.txt](https://docs.inogic.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.inogic.com/whatsapp4dynamics/configuration/configure-questionnaires.md).
# Configure Questionnaires
Set up Pre-Chat and Post-Chat questionnaires in just a few steps:
**STEP 1: ENABLE QUESTIONNAIRE TOGGLES**
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.**
**STEP 2: CREATE A QUESTIONNAIRE RECORD**
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
3\. Ask the user to confirm if they want to connect with a live agent
4\. If the user replies “**YES**”, the system prompts the agent to accept the chat on their side.
5\. Click **Save**.
**STEP 3: CREATE QUESTIONNAIRE MESSAGE TEMPLATES (QUESTIONS)**
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.**
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.
**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.
2. Fill:
* Template Type – Select "Post-Chat
* "Template Name
* Title – e.g., “Customer Feedback”
* Add buttons/quick replies.
3. **Save** and Publish.
End-to-End Chat Flow Example
* **Customer sends a message →** Triggers **Pre-Chat Questionnaire**.
• Questions are sent in sequence using WhatsApp templates.
* 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.
* **If no Agent Join Confirmation template is configured**, the system still prompts the agent to **accept the chat** after the final pre-chat message.
• Chat transfers to the agent, who continues the conversation.
* Agent can **manually send Post-Chat** questions anytime during the session.
* When the agent clicks **“End Chat”**, the **Post-Chat Template** is automatically sent.
* Click "**Close Chat Session**".
* Upon doing so, if the **Post-Chat Questionnaire toggle is enabled**, the configured Post-Chat Template is automatically sent to the customer.
**This is how the Post-Chat response appears in the agent's view**:
* The agent can see the **feedback template** that was sent.
