Live Chat Feedback Form
This streamlined live chat feedback form is designed for post-conversation surveys. It starts with the critical question - was the issue resolved - then collects Customer Effort Score (CES) to measure ease of getting help. Agent ratings use emoji for quick, intuitive feedback. Conditional logic shows resolution follow-up for unresolved issues (with callback option) and improvement suggestions for low ratings. The compact design respects customer time while collecting actionable data. Perfect for customer support teams, help desks, and SaaS companies using live chat.
Try the Form
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export function liveChatFeedback(form: FormTs) {
// Live Chat Feedback Form - Quick post-chat support survey
// Demonstrates: ThumbRating, CES (Customer Effort Score), EmojiRating, compact design
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'Chat Feedback',
computedValue: () => 'How was your support experience?',
customStyles: {
backgroundColor: '#10b981',
color: 'white',
padding: '20px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Quick Resolution Check
// ============================================
const resolutionSection = form.addSubform('resolutionSection', {
customStyles: { padding: '16px', borderRadius: '8px', border: '1px solid #e2e8f0' }
});
resolutionSection.addRow(row => {
row.addThumbRating('resolved', {
label: 'Was your issue resolved?',
showLabels: true,
upLabel: 'Yes',
downLabel: 'No',
size: 'lg',
alignment: 'center'
});
});
// ============================================
// SECTION 2: Effort Score (CES)
// ============================================
const effortSection = form.addSubform('effortSection', {
title: 'Effort Required',
isVisible: () => resolutionSection.thumbRating('resolved')?.value() !== null,
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#f8fafc' }
});
effortSection.addRow(row => {
row.addRatingScale('effortScore', {
preset: 'ces',
label: 'How easy was it to get help today?',
lowLabel: 'Very Difficult',
highLabel: 'Very Easy',
alignment: 'center',
size: 'md'
});
});
// ============================================
// SECTION 3: Agent Rating
// ============================================
const agentSection = form.addSubform('agentSection', {
title: 'Your Support Agent',
isVisible: () => resolutionSection.thumbRating('resolved')?.value() !== null,
customStyles: { padding: '16px', borderRadius: '8px', border: '1px solid #e2e8f0' }
});
agentSection.addRow(row => {
row.addEmojiRating('agentSatisfaction', {
label: 'How would you rate the agent?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
agentSection.addRow(row => {
row.addSuggestionChips('agentPositives', {
label: 'What did the agent do well?',
suggestions: [
{ id: 'friendly', name: 'Friendly' },
{ id: 'knowledgeable', name: 'Knowledgeable' },
{ id: 'fast', name: 'Quick Response' },
{ id: 'helpful', name: 'Helpful' },
{ id: 'patient', name: 'Patient' },
{ id: 'professional', name: 'Professional' }
],
max: 3,
alignment: 'center',
isVisible: () => {
const rating = agentSection.emojiRating('agentSatisfaction')?.value();
return rating === 'good' || rating === 'excellent';
}
});
});
// ============================================
// SECTION 4: Issue Not Resolved (Conditional)
// ============================================
const unresolvedSection = form.addSubform('unresolvedSection', {
title: 'We\'re Sorry',
isVisible: () => resolutionSection.thumbRating('resolved')?.value() === 'down',
customStyles: {
padding: '16px',
borderRadius: '8px',
backgroundColor: '#fef2f2',
borderLeft: '4px solid #ef4444'
}
});
unresolvedSection.addRow(row => {
row.addTextPanel('unresolvedMessage', {
computedValue: () => 'We apologize that your issue wasn\'t resolved. Please let us know what happened so we can help.',
customStyles: {
fontSize: '14px',
color: '#dc2626',
marginBottom: '12px'
}
});
});
unresolvedSection.addRow(row => {
row.addDropdown('unresolvedReason', {
label: 'What went wrong?',
options: [
{ id: 'complex', name: 'Issue too complex for chat' },
{ id: 'info', name: 'Agent didn\'t have the information' },
{ id: 'disconnect', name: 'Chat disconnected' },
{ id: 'wait', name: 'Wait time too long' },
{ id: 'communication', name: 'Communication issues' },
{ id: 'other', name: 'Other reason' }
],
placeholder: 'Select a reason'
});
});
unresolvedSection.addRow(row => {
row.addTextarea('unresolvedDetails', {
label: 'Please describe the issue',
placeholder: 'Tell us more so we can follow up...',
rows: 2,
autoExpand: true
});
});
unresolvedSection.addRow(row => {
row.addCheckbox('callbackRequested', {
label: 'I would like a callback to resolve my issue'
});
});
unresolvedSection.addRow(row => {
row.addTextbox('phoneNumber', {
label: 'Phone Number',
placeholder: 'Your phone number',
isVisible: () => unresolvedSection.checkbox('callbackRequested')?.value() === true,
isRequired: () => unresolvedSection.checkbox('callbackRequested')?.value() === true
});
});
// ============================================
// SECTION 5: Overall Satisfaction
// ============================================
const satisfactionSection = form.addSubform('satisfactionSection', {
title: 'Overall Experience',
isVisible: () => resolutionSection.thumbRating('resolved')?.value() !== null,
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#ecfdf5' }
});
satisfactionSection.addRow(row => {
row.addStarRating('overallRating', {
label: 'Rate your overall chat experience',
maxStars: 5,
size: 'xl',
alignment: 'center',
showConfettiOnMax: true
});
});
// ============================================
// SECTION 6: Quick Improvements (Conditional)
// ============================================
const improvementsSection = form.addSubform('improvementsSection', {
isVisible: () => {
const rating = satisfactionSection.starRating('overallRating')?.value();
return rating !== null && rating !== undefined && rating <= 3;
},
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#fef3c7' }
});
improvementsSection.addRow(row => {
row.addSuggestionChips('improvements', {
label: 'What could we improve?',
suggestions: [
{ id: 'wait', name: 'Shorter Wait' },
{ id: 'knowledge', name: 'Agent Knowledge' },
{ id: 'speed', name: 'Faster Resolution' },
{ id: 'communication', name: 'Clearer Answers' },
{ id: 'followup', name: 'Better Follow-up' },
{ id: 'availability', name: '24/7 Support' }
],
max: 3,
alignment: 'center'
});
});
// ============================================
// SECTION 7: Additional Comment
// ============================================
const commentSection = form.addSubform('commentSection', {
isVisible: () => resolutionSection.thumbRating('resolved')?.value() !== null
});
commentSection.addRow(row => {
row.addTextarea('additionalComment', {
label: 'Anything else you\'d like to share? (Optional)',
placeholder: 'Your feedback helps us improve...',
rows: 2,
autoExpand: true
});
});
// ============================================
// SECTION 8: Recommendation (NPS-style)
// ============================================
const npsSection = form.addSubform('npsSection', {
isVisible: () => {
const resolved = resolutionSection.thumbRating('resolved')?.value();
return resolved === 'up';
},
customStyles: () => {
const nps = npsSection.ratingScale('npsScore')?.npsCategory();
if (nps === 'promoter') return { backgroundColor: '#d1fae5', padding: '16px', borderRadius: '8px' };
if (nps === 'passive') return { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' };
if (nps === 'detractor') return { backgroundColor: '#fee2e2', padding: '16px', borderRadius: '8px' };
return { padding: '16px', borderRadius: '8px', border: '1px dashed #cbd5e1' };
}
});
npsSection.addRow(row => {
row.addRatingScale('npsScore', {
preset: 'nps',
label: 'How likely are you to recommend our support to others?',
showCategoryLabel: true,
showSegmentColors: true,
size: 'sm'
});
});
// ============================================
// SUMMARY PANEL
// ============================================
const summarySection = form.addSubform('summarySection', {
isVisible: () => satisfactionSection.starRating('overallRating')?.value() !== null,
customStyles: { padding: '16px', borderRadius: '8px', backgroundColor: '#f1f5f9' }
});
summarySection.addRow(row => {
row.addTextPanel('summary', {
computedValue: () => {
const resolved = resolutionSection.thumbRating('resolved')?.value();
const effort = effortSection.ratingScale('effortScore')?.value();
const agent = agentSection.emojiRating('agentSatisfaction')?.value();
const overall = satisfactionSection.starRating('overallRating')?.value();
let summary = 'Your Feedback Summary\n';
summary += '━━━━━━━━━━━━━━━━━━━━━\n\n';
summary += resolved === 'up' ? '✅ Issue Resolved\n' : '❌ Issue Not Resolved\n';
if (effort) {
const effortLabels: Record<number, string> = {
1: 'Very Difficult', 2: 'Difficult', 3: 'Neutral',
4: 'Somewhat Easy', 5: 'Easy', 6: 'Very Easy', 7: 'Extremely Easy'
};
summary += `📊 Effort: ${effortLabels[effort] || effort}\n`;
}
if (agent) {
const agentLabels: Record<string, string> = {
'very-bad': '😢', 'bad': '😕', 'neutral': '😐',
'good': '😊', 'excellent': '😃'
};
summary += `👤 Agent: ${agentLabels[agent] || agent}\n`;
}
if (overall) {
summary += `⭐ Overall: ${overall}/5 stars\n`;
}
return summary;
},
customStyles: {
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '13px'
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Send Feedback',
isVisible: () => resolutionSection.thumbRating('resolved')?.value() !== null
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You!',
message: 'Your feedback helps us provide better support. Have a great day!'
});
}
Frequently Asked Questions
When should the chat feedback survey appear?
Display immediately after the chat ends, either as a popup or inline. If using email follow-up, send within 5 minutes while the experience is fresh. Keep it to 30-60 seconds to maximize completion rates.
What is Customer Effort Score (CES) and why use it?
CES measures how easy it was for customers to get help. It's proven to be a better predictor of loyalty than satisfaction for support interactions. Lower effort = higher retention. Track CES over time and by agent.
How do I use this feedback to improve agent performance?
Aggregate scores by agent to identify top performers and coaching opportunities. Use qualitative feedback for specific training. Share positive feedback to boost morale. Track resolution rates and effort scores as KPIs.
What's a good response rate for chat surveys?
Expect 10-30% response rates for post-chat surveys. To improve: keep it short, use visual rating (emojis, stars), auto-display rather than requiring clicks, and explain how feedback is used.
How should I handle the callback request feature?
Route callback requests to a priority queue. Set expectations for callback timing. Use the unresolved issue details to prepare before calling. Follow up to close the feedback loop and potentially convert a detractor.
Can I integrate this with my chat platform?
Yes, this form can be embedded in most chat widgets or sent as a post-chat email. Use your chat platform's APIs to pre-fill agent names and session IDs. Connect responses to your CRM for unified customer profiles.