Last updated: 05 December 2023 #

Your chatbot can gather feedback via a range of methods. When you enable FAQ and live chat follow-up, it gathers quantitative data regarding how helpful your users found your FAQs and live chat experiences.

It’s also possible to collect custom, qualitative data from your users. This data can be gathered at any point in any conversation and is stored within Service → Feedback.

Step1: Create a feedback variable #

First, you need to create a variable that tells your chatbot your user has supplied feedback. To do this, navigate to Settings → Variables.

Create a new variable and name it 

.

Step 2: Gather feedback during chatbot conversation #

Once a feedback variable has been created, it needs to be saved within a conversation.

Navigate to an existing conversation where you would like to gather feedback. This conversation must have at least two steps (e.g. a 

 step and a 

 step).

Open the Block bank. Click, drag, and drop a Variable in transition between the two steps.

Find the 

 variable and hit Save.

Step 3: Set up the action #

Open your Block bank. Click, drag, and drop an Action onto the last step of your conversation.

Choose Leave feedback from the drop-down.

Type 

 to bring up the variables, find 

 and click Save.

Now, whenever a user reaches this step within a conversation the chatbot will save their feedback for easy access and analysis.