By collecting additional information about customers, pre-chat surveys not only create opportunities for personalized service, but also help you allocate the right resources to resolve customer queries more effectively.

Although we provide a solid Pre-chat survey in Live Chat, (For more details, please refer to this link: How to collect the visitor's name and information? ), some customers need to customize data collection to provide personalized assistance. Therefore, we developed an Automation feature to build a workflow bot to customize data collection.

How to build a flow to customize collecting data?

1. Step 1: Automation → Workflow → New from templates→ Choose your template

2. Step 2: Click the delete icon in the first block and "Remove Block & Children"

3. Step 3: Click "+" and choose "Collect data"

4. Step 4: Click the block and customize the content in the settings window

on the right side of the page. All items are editable. Please kindly click "+" and "collect data" to add more values based on your needs. After you have done the settings, please click "Save" at the bottom right of the page. Thank you!

5. Step 5: Please feel free to edit the workflow name in the top left blank. Please make sure to click "Create Flow" at the top right of the page to activate the flow. Thanks!

Please kindly check the video below for your reference. If you have any questions, please feel free to reach out to the Willdesk team. Thank you!