In this post, we will look at how to display prechat survey variables in Omnichannel agent notifications.
First, let’s create a new chat, and go to the Surveys tab and turn on pre-conversation survey, then add a question:
We will ask the question, what is your age?
And what is your height:
Now, let’s go to the unauthenticated chat notification template assigned to the workstream for this chat, and add a new Notification Field. We will select Add Existing Notification, then click New record:
Create a new record, and note we are adding the variable {age}:
Repeat for Height:
Now assign those to the incoming chat:
Now let’s try a new chat. We see the pre-conversation survey questions:
Now the agent sees the pre-chat variable answers in the alert:
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CARL
