User Feedback

1. Introduction

The best bots are those that collect feedback on their performance and utility and improve over time. MyBOT platform provides an automatic way to capture user feedback which can be customised by the bot creator.

The feedback prompt is sent to the user after the successful resolution of a user query. For FAQs with a text response, it gets sent immediately after the response. 

For FAQs that have a path associated as a response, the feedback prompt gets sent after the successful completion of the path which gets triggered.

1.1 Availability

The programmable delay feature is available for all plans from Starter onwards.

2 Feature Usage

The User Feedback related settings are available in the Configure tab under the section with the same title. The default mode is turned off for collecting automated feedback.

When you turn the option to ON for requesting automated feedback, a number of additional options pop up related to the collection of feedback which can be customized. Below is a bit of detail about each field – 

Request Feedback Message: This is the prompt that is provided to the user for collecting the feedback. This message can be customized as well as localized for other languages.

Each feedback request prompt is accompanied by two quick-reply response buttons for positive and negative feedback.

Positive Text: This is the title of the button for denoting positive feedback for the response. This title text can be customized as well as localized for other languages.

Positive Path: This is the path that will get triggered when the user selects positive feedback. The bot response can be customized in the actual path which is associated.

Negative Text:  This is the title of the button for denoting negative feedback for the response. This title text can be customized as well as localized for other languages.Negative Path: This is the path that will get triggered when the user selects negative feedback. The bot response can be customized in the actual path which is associated.

Some suggestions for functionality in the positive and negative paths – 

For a positive feedback response path, the bot should always thank the user for providing positive feedback. Additionally, it should prompt the user to share their rating or review in an appropriate platform.

For the negative feedback response path, the bot should always be more empathetic and enquire more about the reason for the negative feedback to get specific suggestions. To complete the experience, the bot can provide assurance for addressing the feedback provided.

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