> ## Documentation Index
> Fetch the complete documentation index at: https://docs.offboard.tech/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Survey Mode

> Collect product feedback through a conversational AI survey on the same magic-link route.

Offboard supports two use cases per workspace: **exit interviews** (the default) and **customer surveys**. A survey is a short, conversational feedback session — the AI asks about what's working, what's frustrating, and what's missing — so you can improve your product.

Survey mode reuses the entire interview pipeline: the same public route, the same AI chat UI, the same PII scrubbing, webhooks, and billing.

## Choosing a Use Case

### During onboarding

The setup assistant asks what you want to build first:

* **Exit interview** — win back churning customers
* **Customer survey** — collect product feedback

Choosing "Customer survey" asks which product areas to probe (the survey's focus areas) and skips save-offer and mode questions, since surveys are always non-blocking.

### In Settings

Settings → **Use Case** picks the **default flow** — what the bare link runs. Both flows always stay live: the **Magic Links** card shows two copyable links, one per use case. The non-default link carries an explicit `?case=` parameter so it stays pinned to its flow even if you change the default later.

## Sharing the Survey

Surveys run on the same public route — there is no separate URL. Whichever flow is **not** the workspace default is reached by adding `?case=` to the link:

```
# Survey link when the workspace defaults to exit interviews
/e/[workspace_id]?case=survey&[metadata_params]

# Exit-interview link when the workspace defaults to surveys
/e/[workspace_id]?case=exit_interview&[metadata_params]
```

| Parameter      | Type                         | Required | Description                                                                                     |
| -------------- | ---------------------------- | -------- | ----------------------------------------------------------------------------------------------- |
| `workspace_id` | `string`                     | Yes      | Your workspace identifier                                                                       |
| `case`         | `exit_interview` \| `survey` | No       | **Overrides** the workspace `useCase` config — one workspace can serve both flows via two links |
| `cancel_url`   | `string`                     | No       | Optional "Return to {company}" link shown after the survey completes                            |
| `interview_id` | `string`                     | No       | Resume an existing session                                                                      |
| `*`            | `string`                     | No       | Merchant metadata (e.g., `plan`, `segment`)                                                     |

> **`mode` is ignored for surveys.** Surveys are always non-blocking: no skip link, no decision screen, no pre-cancel gate. `?mode=pre` on a survey link has no effect.

> **`save_url` is unused** in survey mode — surveys never present save offers.

## What the Customer Sees

1. A greeting asking for honest feedback ("We'd love your honest feedback on your experience…"), top bar labeled "Feedback survey with {agent}"
2. A short conversation probing your configured focus areas (or general product experience if none are set)
3. A thank-you screen with an optional "Return to {company}" link (`cancel_url`)

## What You Get

* The session appears in your dashboard interview list like any other session
* `metadata.theme` is classified into the same taxonomy: `pricing`, `missing_feature`, `ux_complexity`, `bugs_reliability`, `support`, `competitor`, `business_change`, `other`
* `archetype` stays `null` — churn archetypes only apply to exit interviews
* A completed survey fires the same `interview.completed` webhook and is billed the same way (\$0.99 per completed session, minimum 3 turns)
* All transcripts are PII-scrubbed before storage, exactly like exit interviews

## Differences at a Glance

|                        | Exit interview        | Customer survey                |
| ---------------------- | --------------------- | ------------------------------ |
| Trigger                | Cancel button         | Any link share                 |
| Blocking (`?mode=pre`) | Yes                   | No — always non-blocking       |
| Save offers            | Yes (when configured) | Never — the tool isn't exposed |
| `archetype`            | Classified            | Always `null`                  |
| Final status           | `completed` / `saved` | `completed` only               |
| Billing                | \$0.99 per completed  | Same                           |