Action: Ask feedback

One of several actions available to your chatbot, the Ask feedback action will either collect a numerical value, typically from 0 to 10, or the text of the customer's next reply. This can be reviewed later.

Asking for feedback

When creating a new intent or editing an existing one:

1. Complete the normal intent information, including its name, category (if any) and any queries or conditions that will trigger this intent.
2. In the then bot replies section, type a prompt that will explain the type of feedback you are collecting. This should be carefully written so the customer understands what they need to do.
3. In the and performs action section, click the drop-down list and select Ask feedback.
4. Click the Type drop-down list and select whether you want to collect Numeric or Textual feedback.
5. Click the Next intent drop-down list to select which intent the customer will go to after this. If you have not created the next intent yet, click to select the Create new intent option to create a placeholder.
6. When complete, click the Save button.

What the customer sees

When this intent triggers:

• If you have selected the feedback to be Textual the customer will see a normal prompt. Whatever they type next will be recorded as their feedback.
• If you have selected the feedback to be Numeric the customer will see buttons labelled 0 to 10. They should click the button to give their answer.

As noted above, the field then bot replies in this intent is important to set up the question, to make sure you receive the type of feedback you need.

Reviewing feedback

There are two places where the feedback you have received can be reviewed, the Conversations page and the Analytics page.

Conversations 

You can see a list of all feedback you have received in the Conversations page. In Studio:

1. Click the Conversations page from the left menu.
2. To view a specific date range, in the From/to fields in the top left, click the start and end dates to pick from a calendar.
3. If you are interested in the feedback generated by a particular intent, click the Contains intent drop-down list and select the intent. 
4. Optionally to only see conversations that include numeric feedback, click the Feedback drop-down list, then select Any feedback or a particular rating if you want to see, say, how many 10 star ratings you have.

• If you have collected Numeric feedback, the ratings you have received in the specified date range will appear in the Feedback column.
• If you have collected Textual feedback, the feedback you received in the specified date range will appear in the Feedback message column.

Analytics

You can see a graph of the numeric feedback you have received, and export a CSV files that contains both numeric and textual feedback.

1. Click the Analytics page from the left menu.
2. To view a specific date range, in the From/to fields in the top left, click the start and end dates to pick from a calendar. 
3. Optionally, click the By drop-down list to select whether you want to see the analytics by Hour, Day, Week, or Month.

The numeric feedback received in that period will appear in the Customer Feedback graph.

Exporting analytics

You can also export the analytics for the selected range. Having selected the date range for the Analytics page:

1. Click the (three dots) in the top right of the Analytics page.
2. Click Export data.

A zip file will be created and automatically downloaded with containing all analytics for the specified date range. This includes a CSV file called numeric_and_written_feedback.