Prevent ChatWidget from disappearing after client clicks 'End Chat'

[outplex]

Hi team,

I hope this is the right place to bring this issue.

We are using the customChatWidget solution and we have implemented this post chat survey functionality, and it works great. However, clients don't have a chance to see the survey if they are the ones ending the conversation, as the ChatWidget disappears soon as they click the "End chat" button.

We haven't been able to locate the End Chat's onClick function in order for us to change this behavior and prevent the ChatWidget from disappearing, so clients are able to see the post chat survey.

Is this something that can be customized using the customChatWidget solution? or should we use a different solution with less abstraction and more low level code access?

Thanks,

[doreechi]

Hi, we currently don't support the ability to give post chat survey if clients are the ones ending the conversation.

[outplex]

@doreechi thanks for your response.

Do you know if we can customize the End Chat button using this solution? If not, could you point me to the solution that would allow me to do that, please?

I'm trying to find a way to circumvent this by maybe calling a Lex bot when a client clicks on End Chat.

Thanks for your help.

[xiajon]

One option is to start a new chat with a related contact id when the user clicks the end chat button and pass in a contact attribute postChatSurvey = true. You can setup your contact flow to check this attribute and route to the same lexbot block as your disconnect flow. By using related contact id, you can associate this new contact to the initial contact that was started by the customer so that the form submission result can be associated

[mrajatttt]

Hi @outplex , did John's suggestion solve your problem?

[outplex]

Hi @mrajatttt . We ended up creating a custom survey solution leveraging Amazon API Gateway and a Lambda function. Thanks for follwoing up.