# 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  ![](/files/P6eo7M8FOlaXIKcjBXtC) 

<figure><img src="/files/FVM0KN9H0gtaASOF9Q1V" alt=""><figcaption></figcaption></figure>

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

<figure><img src="/files/6wr5Xnp3fQb0SlYwsQ4l" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/pHBiKgQWZ6UlTsRbv1Na" alt=""><figcaption></figcaption></figure>

**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.

<figure><img src="/files/Q6jJMTe93FL4Up3omWti" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/813k1lX2yzIkH8vpT8t2" alt=""><figcaption></figcaption></figure>

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.

<figure><img src="/files/zH4tljZVmy6eUKjeoR5z" alt=""><figcaption></figcaption></figure>

\+ 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

<figure><img src="/files/mrBZNEQYOTi1U5F1io6I" alt=""><figcaption></figcaption></figure>

Step 10: Click on "save" button

<figure><img src="/files/CA3OIqPzQTEZpzfvJEnP" alt=""><figcaption></figcaption></figure>

Step 11: Click on the Survey Template ![](/files/GNtotO6CDw9SHkfxH3QI)to return to the template list, and select the Active template.

<figure><img src="/files/A3FyS4oDEI74gD3GjdUe" alt=""><figcaption></figcaption></figure>


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