Last updated: 02 June 2021

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. 

Quantitative feedback data is stored within a metric on your dashboard.

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. 

Click Create in the top right. 

Name your variable user_feedback.

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.

Click Options on the step that asks your users for feedback.

Within transitions, include the user_feedback within the Save variables section. 

Click options on the next step in the conversations (the step the user will progress to after providing feedback). 

Under actions, click Add action and choose Leave feedback from the drop-down. 

Type {{ to bring up the variables, find user_feedback and click Save.

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

All feedback gathered this way is stored under Service → Feedback.