How to collect feedback on my bot?
Written by Soham Amburle
Updated on December 22nd, 2022
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Table of Contents
Feedback is a very critical aspect when it comes to your bot. As a business, you would ideally want to know how your bot is performing. Is it able to solve user queries? Are the users getting the right responses? These are some of the questions that might come to your mind.
The best way to get answers to these questions is by having a feedback module set up on your bot, so every time the user reaches the logical end of the query, he would give his feedback on the bot's performance. You can use this feedback to further improve your bot.
The Feedback gets triggered in the following ways -
- When the user reaches the context clear step, in his user journey
- When the user reaches the End of Query step, in his user journey
- When you have configured feedback at any particular step
Setting up your Feedback module
- In order to enable your feedback module, you need to follow certain steps -
- Open the Business manager of your bot, as shown -
- In business manager, you need to check the General Settings, and scroll down to the User feedback section.
- In this section, you need to enable the Collect User Feedback check box, by clicking it as shown.
- Here, you can also set a delay period in seconds. This means that if the bot has answered the user's query and after that, the bot experiences inactivity in the chat, then after a certain time delay the bot would trigger the feedback module.
- This time delay is editable and you can set it as per your requirements.
- Open the Business manager of your bot, as shown -
- You can choose to ask for feedback once or multiple times in one conversation(configurable).
- You can also trigger a feedback module for a particular step on the bot by using {feedback} smart action in the Bot response as shown below -
What does collecting user feedback One Time and Multiple Times mean?
One Time:
- It means that feedback will be triggered only once in the entire lifetime of a particular user.
- This is applicable to signed-up users as well as guest users who never cleared their browser cache.
Multiple Times:
- This is in contrast to the earlier case. Here, the feedback will be triggered multiple times in the lifetime of the user.
- However, so that the user is not bombarded with too much feedbacks, there is a cool-down period of 2 hours. What that means is, the feedback once was triggered for a user, so it will not be triggered again for the next 2 hours for that same user no matter how many times they have satisfied the Feedback Triggering Criteria.
How will be the feedback collected on the bot?
When the user has a conversation with the bot, at the end of the conversation the bot would ask for feedback in the following way. 
Here, the bot maintained the conversation flow and asked the feedback as a question to the user.
Info
This agent feedback will not be triggered for agent escalations other than Smart Agent Chat.
You can know more about this Feedback module here.
