Can we send the Feedback data on CRM via Code step?
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CSAT is a very important feedback score to understand how satisfied your customers are with the bot's performance. It is mainly to ensure if the customers are getting desired responses from the bot. This CSAT score can also be sent on your CRM, via the code step.
In order to send the Feedback data on your CRM via code step, follow these 2 steps -
- You can use the webhook_conversation_complete webhook, which notifies you every time a conversation is marked complete by the bot or an agent. You can learn more about setting up webhook events here.
- The webhook_conversation_complete webhook contains the conversation_details, which in turn has a property titled user_feedback. The user_feedback property contains the user feedback data. Click here to understand the user_feedback structure in detail.
Thus, using the webhook_conversation_complete webhook, you gain access to the user's feedback for each chat as and when it's completed. You can then dump this feedback into your respective CRM.