Live Chat Follow-up template

The 20-second pulse to fire when a chat window closes: a star rating, a did-we-resolve-it question, and a wait-time check. Its one piece of logic earns the template — customers who say the issue was fully resolved skip the what's-still-unresolved box, so happy people finish in three taps while unresolved cases tell you exactly what to reopen.

Use this template Start free — no card

7 questions · works on the free plan (500 responses/month) · fully customizable

1 built-in logic rule

What’s inside

The questions this template ships with — rename, reorder, or delete any of them in the builder.

01How was your chat with us just now?Star rating

02Did we resolve what you contacted us about?Multiple choice

03What's still unresolved?Long text

04How was the wait before an agent joined?Multiple choice

05Any other comments for the team?Long text

When to use this template

The end-of-conversation link your live chat tool sends when an agent closes a session
An e-commerce support team measuring whether chat resolutions stick or bounce back as repeat contacts
A team that staffs chat in shifts and wants wait-time perception tracked against the staffing calendar
Agent coaching — the ending screen tells customers the rating goes to the agent and their lead, and it should

Tips to get more from it

The skip rule keys off the resolution question: a fully-resolved answer skips the unresolved-details field. Partial and No answers land there, and the field's own description promises you'll reopen the conversation — so make sure someone actually does.
Ratings paired with the wait-time question tell you whether unhappiness is about the answer or the queue. Export as CSV and split average rating by wait-time answer.
Resist adding questions. This form works because it takes 20 seconds; every field you add costs response rate on a survey that lives or dies on volume.

Questions people ask

What should a post-chat survey ask?

Three things: how the chat felt (a rating), whether the issue was resolved, and how the wait was. This template asks exactly that, with an optional comment box — anything more belongs in a separate, occasional survey.

Can I skip questions for customers who are satisfied?

Yes, and this template already does — a skip rule hides the follow-up details question when the customer says their issue was fully resolved. The rule is editable in Zunoform's logic panel.