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Post chat Third-Party pop-up survey

Received Response
edited Sep 30, 2016 12:58PM in Communication Channels 2 comments



We are using proactive chat on our corporate website .When the customer accepts , they would need to fill First Name, Last Name and Email Address to launch the chat. The scenario is that once the chat is completed, we have to redirect the customer to a 3rd party(Rant and Rave) survey URL In order to map this survey to Oracle Service Cloud for analysis and redirecting it to a 3rd party URL, we need to pass certain parameters in the URL like Chat Session ID/Incident ID, Agent ID, Customer ID .

Challenge is that Incident is usually created after chat closure so how do we send incident details in the URL on chat closure itself. Moreover how we get other details for passing in the URL.

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