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.

1. Choose Trigger Frequency:

• Once – Sent once per customer.

• Every – Triggers with every new session.

1. 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.

1. Fill in the following:

• Template Type – 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.

1. 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.

1. Fill:

• Template Type – Select "Post-Chat

• "Template Name

• Title – e.g., “Customer Feedback”

• Add buttons/quick replies.

1. 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.