In order to edit the Feedback smart skill, you can change the flow in the Conversation Studio tool, or you can also add agent handover depending on your business requirements.
Other than that, you can make changes in the following domains -
- You can add Steps as required.
- You can edit the User Messages and the Bot Responses within the steps.
- You can make changes to the connections too, you can -
- Add/Remove a connection between steps.
- Change the conditions present in the connection.
- You can also add a Skill if required.
Warning
Editing the Feedback Smart skill has one limitation, which is -
- If any Bot Responses are changed, then some entities might not get captured. This is because each of the feedback entities contains previous context tags.
- What that means is, while changing the Bot Response, if you remove the statement that the entity expects (as per its previous context tags section), then that entity will not be captured.
The workaround for this is, the bot-builder should be made aware of the fact that before changing bot responses of any steps that contain a feedback-related entity, they should first check the "Previous context tags" and then only accordingly alter the Bot Responses. The goal is to ensure that even with the modified Bot Response, the substring from the entities' section is maintained as it is.
Info
The Smart Skill Collecting User Feedback - CSAT, which collects user feedback within the bot flow is supported for many languages.
The only languages we don't support as of yet on it are `Malay` and `Oriya`.
Once you have edited the Feedback Smart Skill, and your bot is also working fine after all the updates, you need to check the analytics received through the feedback from the users. Unless you check the analytics, you won't be able to get a clear picture of how your bot has been performing.
You can know more about checking the Feedback analytics, here.