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How to survey web messaging and chat in Genesys Cloud.
By default Genesys Cloud sends web survey invitations by email, after a delay. Genesys now lets you create a direct web survey link through the API and send it in the conversation itself. The closer the survey is to the chat, the more people answer.
With CX Index.
CX Index surveys chat and web messaging customers as soon as the conversation ends, and links every answer to the interaction.
In Genesys Cloud
The native way, step by step.
Step 1
Build and publish a web survey form in Genesys Cloud.
Step 2
When the digital interaction completes, create a direct web survey link through the API.
Step 3
Send the link in the messaging conversation as it ends. Each link can be used once.
Step 4
Follow the Genesys article on direct web survey links, and the Post-Chat Inline Survey Link blueprint.
Worth knowing
Before you build it.
Email misses chat customers
People who chose chat often do not check the email address on file.
Delay
The default email invitation is not immediate, and response rates fall the longer you wait.
Keep it short
One or two questions, asked as the chat ends, get the most answers.
Sources
Where the steps come from.
- Genesys Cloud Resource Center: Create a direct web survey link to send in a message
- Genesys Community: Web messaging survey
- Genesys Community: Ability to send an immediate web survey
- Genesys Cloud Resource Center: About customer surveys
Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date.
More Genesys Cloud survey guides
Keep reading
Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026.
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Questions
Frequently asked questions.
Can I send a survey at the end of a Genesys Cloud chat?
Yes. Genesys lets you create a direct web survey link through the API and send it in the conversation as it ends.
Does CX Index survey web messaging?
Yes. Chat and web messaging customers are surveyed as soon as the conversation ends.