How does Feedback collection mechanism work for CSAT and NPS?
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There is a flow in which this mechanism works, and it starts with the bot asking the user, "Was I able to help you?", and the answer to this would be either Yes or No.
Irrespective of whether the user says Yes, or No, the bot asks for an NPS score from the user. For No, the bot asks it in an apologetic way, and for Yes, the bot asks in a joyous manner. You can learn more about the working of NPS Feedback flow in detail, here.