1.1 Conversations

Conversations: Used to send surveys to customers via messaging channels such as Facebook, Instagram, Zalo.

Go to the Survey Template to select the desired survey type to initiate.

Step 1: Go to Survey -> Survey Template

Step 2: Select tab Conversations

Step 3: Click on create new template

Step 4: Filling the information

• Survey template name (required)

• Description

• Survey types: CSAT/NPS

• Applicable channels: FACEBOOK/ZALO/INSTAGRAM

Step 5: Click on customer template

Step 6: Click continue

Step 7: Select to activate the Maximum Number of Messages / Conversation Session

Step 8: Select to activate Automatic Rating sending, where you can choose the 1st/2nd/3rd-level categories of the conversation to send automatically.

Note: When you want to hide/delete a conversation category in the Omni settings, to avoid affecting the feature, users must remove the category they want to hide/delete from this setting first.

Step 9: In the Template, there are 2 options to send the survey template.

+ Option 1: Send the rating survey through channels. Here, you just need to enter the information and then click "save" button.

+ Option 2: Select send via Landing page

• Template: Choose Template 2 to send the LDP, where you need to fill in the following information:

• Enter rating criteria

• Enter button name

• Enter rating link: https://<domain>.beeiq.co/rating.html

Step 10: Click on "save" button

Step 11: Click on the Survey Template to return to the template list, and select the Active template.