The Feedback Bot is serves as an advanced chatbot designed to streamline feedback collection and analysis. It engages users, captures valuable insights, and provides comprehensive analytics meticulously crafted to simplify the process of gathering and analyzing feedback. Its primary function revolves around engaging users, extracting invaluable insights, and presenting comprehensive analytics that pave the way for data-driven decision-making.
The operational sequence of the Feedback Bot unfolds as follows:
Prompting After Chat Closure: Following the conclusion of a chat session by an agent, the Feedback Bot politely requests a brief moment of the customer's time.
Soliciting Helpful Consultation: The Feedback Bot proceeds to inquire whether the interaction with the agent proved beneficial, offering a binary choice of 'yes' or 'no'.
Rating Scale Elicitation: The next step involves encouraging the customer to rate the quality of the consultation on a spectrum ranging from 'Excellent' to 'Terrible'.
Commentary Invitation: In an effort to garner more in-depth insights, the Feedback Bot extends an invitation to the customer to share their thoughts regarding the consultation. If the customer expresses agreement, the bot then seeks their input.
Concluding Interaction: Upon obtaining the necessary feedback, the Feedback Bot bids a courteous farewell and concludes the chat.
Reminder for Feedback: In cases where the customer does not provide feedback within a designated timeframe, the Feedback Bot sends a message expressing regret over not receiving a response. Subsequently, it initiates a goodbye message and formally closes the chat.
Data Handling and Storage: Notably, the Feedback Bot ensures the secure retention of all feedback-related information within the system.
...
The ensuing data materializes in the ensuing formats:
Within the chat card, accessible through the dedicated Feedback tab.
Incorporated into the customer's contact card as submitted feedback.
Integrated into the agent's card, associated with the specific feedback entry.
Furthermore, the adaptability of the Feedback Bot to align with distinct requirements is facilitated by its selective activation based on predefined chat categories. This dynamic capability empowers you to capture feedback exclusively when deemed necessary, thereby optimizing the feedback collection process and harnessing pertinent insights for targeted chat interactions. This adaptability is conveniently administered through the Beesender system designer, offering a seamless configuration of chat categories that trigger Feedback Bot activation. In this manner, you retain substantial control and flexibility in your pursuit of gathering feedback precisely where its impact is most profound.
| Info |
|---|
To learn how to set up the Feedback Bot, you can find detailed instructions on configuration in the guidelines available further down on this page. |
How to install
| Info |
|---|
Before installing the Feedback Bot application, it is essential that you have the Beesender application installed on your system, and that you have at least one Beesender Bot Master license. If you do not have these requirements in place, you will be unable to proceed with the installation of the Feedback Bot application |
There are two methods available for installing the Feedback Bot application:
Installation via the Creatio marketplace
Installation via a file
Installing the Feedback Bot application from the Marketplace
Go to Application Hub
Click New application
Select Marketplace powered
Select the application Feedback Bot for Creatio
Click Install
| Tip |
|---|
After successfully installing the Feedback Bot application, a new section will appear in the Beesender workspace called Feedback bot configuration |
Installing the Beesender application from the File
Go to Application Hub
Click New application
Select Install from the file
Click Select file
Select the Feedback Bot package received from Beesender tech support
Click Open
| Tip |
|---|
After successfully installing the Feedback Bot application, a new section will appear in the Beesender workspace called Feedback bot configuration |
Link the Feedback Bot process to the chatbot agent
Next, you need to link the Beesender - Feedback Bot process to the chatbot in the Beesender chat configuration. To do this:
Go to the ⚙️ System Designer
Click Beesender Chat Configuration in the Import and Integration section
On the Agents tab, click ➕
Fill in all the fields in the window that appears:
User – Select a system user with a Beesender license
Type – Chatbot
Active – Set the checkbox to allow the chatbot to receive chats
Processes – Select the process Beesender – Feedback Bot from the list
Max load – The total maximum weight of chats that the chatbot can process (you can safely bet 1000)
Queue Position – Set position in the queue. If you want the bot to start after the human agents, set the value to be more than the position of the human agents.
Click on the "+" icon in the Channels details and select the channels where you want the Feedback Bot to operate.
| Info |
|---|
More information on how to add agents and chatbots, as well as how to create channels, can be found through the links and in the Quick Start section. |
...
Feedback Bot Configuration
Customize Chat Categories for Feedback Bot
To enable selective activation of the Feedback Bot based on chat categories, follow these steps:
Go to the System Designer
Access the Beesender chat configuration.
Open the Feedback Bot agent card that you added in the previous step.
Navigate to the Feedback tab.
In the Chat category details, click the "+" button to add desired categories.
Press "Select" to confirm your selection.
| Tip |
|---|
That's it! The Feedback Bot will now be triggered when an agent selects a category upon closing the chat, ensuring feedback collection only for relevant chat categories. |
...
Configure Negative Feedback Alert Recipients
Specify the users who will receive notifications when negative feedback is received. Follow these steps:
Open the Feedback tab in the Feedback Bot agent card.
In the Negative Feedback Alert Recipients details, click the "+" button and select the desired users.
| Tip |
|---|
That's it! The designated users will now receive tasks containing information about negative ratings/feedback received for the chat. |
By configuring the Negative Feedback Alert Recipients, you ensure that the relevant users are promptly notified of any negative feedback, allowing for timely follow-up and resolution.
...
Enable Feedback Bot for Specific Agents
Configure which agents trigger the Feedback Bot after customer interactions with them. Follow these steps in the system designer:
Access the Beesender chat configuration.
Open the card of the agent who should activate the feedback bot upon chat closure.
Check the "Collect feedback on chat closure" checkbox.
Repeat the process for other agents who should activate the feedback bot.
| Info |
|---|
Note: The "Collect feedback on chat closure" checkbox is selected by default. The Feedback Bot is available for activation only for human-type agents. |
By selectively enabling the Feedback Bot for specific agents, you ensure that feedback collection is targeted to the desired interactions, allowing for valuable insights and continuous improvement.
...
Configure Timer for Automatic Chat Closure
Set up a timer to automatically close the chat if the customer does not respond within a specified time. Follow these steps in the system designer:
Access the system designer.
Navigate to the system settings.
Locate the system setting named "Feedback Await Duration for Chat Closure" by entering the name in the filter.
Specify the duration in seconds after which the chat will be closed if the customer does not respond to the Feedback Bot messages, i.e., does not provide feedback.
| Info |
|---|
Note: The default value is 3600 seconds, equivalent to 1hour. |
By configuring the Feedback Await Duration for Chat Closure, you can control the time limit for gathering customer feedback and ensure the timely closure of unresponsive chats, optimizing the feedback collection process.
...