"How to Build and Edit Surveys Without Coding in On-Chat"

Introduction

Creating customer surveys shouldn't require programming skills, complicated integrations, or technical knowledge.

With On-Chat's No-Code Survey Builder, businesses can create interactive WhatsApp surveys using a visual drag-and-drop flow builder. You can add questions, customize answer options, define branching logic, and control the entire customer experience without writing a single line of code.

The best part? Your surveys are not permanent or difficult to change. You can edit and customize them anytime, whether you need to add a new question, change an existing answer, update the survey structure, or adjust the conversation flow.

This guide explains how to create, customize, publish, and maintain your WhatsApp surveys using On-Chat.

Step 1: Create a New Survey Flow

Start by opening your On-Chat dashboard.

1. Navigate to Flows.
2. Click New Flow.
3. Enter a descriptive name for your survey.
4. Select the WhatsApp channel.
5. Open the visual flow builder.

You now have a blank canvas where you can design your survey conversation.

Tip: Give your survey a clear name, such as Customer Satisfaction Survey, Product Feedback, or Delivery Experience Survey, to make it easier to manage multiple flows.

Step 2: Add Your Survey Questions

Once your flow is created, start adding questions.

1. Drag a Send Message node onto the canvas.
2. Enter your welcome message.
3. Add your first survey question.
4. Configure the available response options.
5. Connect the node to the next step in your flow.

For example:

Welcome message:

Hello! 👋 Thank you for choosing us. We'd love to hear about your experience. It will only take a minute.

Question 1:

How would you rate your overall experience?

• Excellent
• Good
• Average
• Poor

You can continue adding questions to collect the information your business needs.

Step 3: Customize Questions and Answers

Every survey is different. On-Chat allows you to customize your questions and response options to match your business requirements.

You can design surveys for:

• Customer satisfaction.
• Product feedback.
• Service quality.
• Delivery experience.
• Customer preferences.
• Lead qualification.
• Post-purchase feedback.

For example, a restaurant might ask:

How was your delivery experience?

• Very satisfied
• Satisfied
• Needs improvement

You can change the question wording and available answers to make the survey more relevant to your customers.

Step 4: Create Smart Branching Logic

Not every customer needs to follow the same survey path.

With branching logic, you can create personalized survey experiences based on customer responses.

For example:

Question: Are you satisfied with our service?

• Yes → Continue to the next question.
• No → Ask what went wrong.
• Not sure → Display an additional clarification question.

This makes your survey more interactive and helps you collect more meaningful feedback.

You can connect different nodes on the visual canvas to define how customers move through the survey.

Step 5: Add More Questions and Build Your Survey

Continue expanding your survey by adding additional nodes.

A typical customer feedback survey might look like this:

1. Welcome message.
2. Overall satisfaction question.
3. Product or service rating.
4. Additional feedback question.
5. Conditional follow-up based on the customer's answer.
6. Thank-you message.

You can connect the nodes to create a complete conversation.

There is no need to write backend code or manually program every possible customer interaction. Use the visual flow builder to organize the survey.

Step 6: Edit Your Survey Anytime — No Coding Required

One of the biggest advantages of On-Chat's no-code survey builder is flexibility.

You don't need to recreate your survey every time your business requirements change.

You can return to your existing flow and make updates whenever necessary.

For example, you can:

• Change questions: Update the wording of any existing question.
• Add questions: Introduce new questions whenever you need more information.
• Remove questions: Delete questions that are no longer relevant.
• Update answers: Add, remove, or rename response options.
• Change branching logic: Modify what happens when customers select specific answers.
• Reorganize the flow: Change the order of questions and conversation steps.
• Update messages: Edit welcome messages, instructions, and thank-you messages.

Can I change a survey after creating it?

Yes! You can revisit your existing survey flow and customize it whenever your business needs change.

For example, imagine you created a customer satisfaction survey with five questions. A month later, you decide to add a question about delivery speed.

Instead of building a new survey from scratch, simply open your existing flow, add the new question, connect it to the appropriate node, and save your changes.

Important: Test your updated flow and publish the changes before relying on them in customer conversations. If the survey is already active, consider how changes may affect customers who are currently completing it.

Step 7: Test Your Survey Before Publishing

Before making your survey available to customers, review the complete conversation.

Check the following:

• Are all questions displayed correctly?
• Are the answer options accurate?
• Does each answer lead to the correct next step?
• Are all branching conditions working as expected?
• Does the customer receive the correct final message?
• Is the survey easy to complete on WhatsApp?

Test different answer combinations, especially when your survey includes branching logic.

This helps identify missing connections or unexpected conversation paths before customers start using the survey.

Step 8: Publish Your Survey

Once everything is ready:

1. Save your survey flow.
2. Review the complete workflow.
3. Publish or activate the flow using the available publishing controls.
4. Verify that the WhatsApp survey is available through your intended entry point.

Your survey is now ready to collect customer responses.

Remember that you can return to the visual editor whenever you need to make further improvements.

Step 9: Continuously Improve Your Surveys

A good survey should evolve with your business.

Review customer feedback and update your questions to collect more useful information.

For example:

• If customers frequently report delivery issues, add more specific delivery questions.
• If a question is confusing, simplify its wording.
• If customers abandon the survey, consider shortening the conversation.
• If you need more detailed feedback, introduce conditional follow-up questions.

With On-Chat, improving your survey doesn't mean starting over. You can continuously customize your existing flow without coding.

Frequently Asked Questions (FAQ)

1. Do I need programming skills to create a survey?

No. On-Chat provides a visual no-code flow builder that allows you to create surveys using configurable nodes and connections.

2. Can I edit my survey after publishing it?

Yes. You can return to the existing flow, update questions, modify answers, add or remove steps, and adjust branching logic. Save and publish the changes before they take effect.

3. Can I add new questions to an existing survey?

Yes. You can add new question nodes to your existing flow and connect them to the appropriate steps.

4. Can I create different survey paths based on customer answers?

Yes. Branching logic allows you to direct customers to different questions or messages depending on their responses.

5. Can I create surveys for WhatsApp?

Yes. You can create survey conversations using the WhatsApp channel in the On-Chat flow builder.

6. Do I need to create a new survey whenever my requirements change?

No. You can edit and customize your existing survey instead of rebuilding it from scratch.

7. Can I customize the questions and available answers?

Yes. You can modify question text and configure response options to suit your business needs.

8. How long does it take to create a survey?

It depends on the number of questions and complexity of the branching logic. A simple survey can be created in just a few minutes.

Conclusion

On-Chat makes building customer surveys easier with its visual, no-code survey builder.

Create interactive WhatsApp surveys, customize questions and answers, configure branching logic, and update existing workflows whenever your business requirements change.

No programming. No rebuilding from scratch. Just a flexible survey builder that grows with your business.

Start building your first survey with On-Chat today!