Feedback Bot is an advanced chatbot designed to streamline feedback collection and analysis. It engages users, captures valuable insights, and provides comprehensive analytics for data-driven decision-making.

Feedback Bot operates as follows:

1. After the agent closes the chat, Feedback Bot kindly requests a moment of the customer's time.

2. Feedback Bot then asks whether the consultation with the agent was helpful, offering two options: yes or no.

3. Next, Feedback Bot prompts the customer to rate the consultation on a scale from Excellent to Terrible.

4. Feedback Bot invites the customer to leave a comment about the consultation. If the customer agrees, Feedback Bot requests their input.

5. Finally, Feedback Bot bids farewell and closes the chat.

If the customer does not provide feedback within a specified time, Feedback Bot sends a message expressing regret for not receiving their response, says goodbye, and closes the chat.

Feedback Bot securely stores all customer-provided information within the system.

This data is presented in the following formats:

• Within the chat card under the dedicated Feedback tab.

• In the contact card of the customer who submitted the feedback.

• In the agent card associated with the feedback

Tailor the Feedback Bot to your needs by selectively activating it based on specific chat categories. This powerful feature allows you to gather feedback only when necessary, optimizing your feedback collection process and ensuring valuable insights for targeted chat interactions. Easily configure the chat categories for Feedback Bot activation in the Beesender system designer, giving you control and flexibility in collecting feedback where it matters most.

How to set up Feedback bot?

How to install

There are two methods available for installing the Feedback Bot application:

1. Installation via the Creatio marketplace

2. Installation via a file

Installing the Feedback Bot application from the Marketplace

1. Go to Application Hub

2. Click New application

3. Select Marketplace powered

4. Select the application Feedback Bot for Creatio

5. Click Install

Installing the Beesender application from the File

1. Go to Application Hub

2. Click New application

3. Select Install from the file

4. Click Select file

5. Select the Feedback Bot package received from Beesender tech support

6. Click Open

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:

1. Go to the ⚙️ System Designer

2. Click Beesender Chat Configuration in the Import and Integration section

3. On the Agents tab, click ➕

4. 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.

5. Click on the "+" icon in the Channels details and select the channels where you want the Feedback Bot to operate.

Feedback Bot Configuration

Customize Chat Categories for Feedback Bot

To enable selective activation of the Feedback Bot based on chat categories, follow these steps:

1. Go to the System Designer

2. Access the Beesender chat configuration.

3. Open the Feedback Bot agent card that you added in the previous step.

4. Navigate to the Feedback tab.

5. In the Chat category details, click the "+" button to add desired categories.

6. Press "Select" to confirm your selection.

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Configure Negative Feedback Alert Recipients

Specify the users who will receive notifications when negative feedback is received. Follow these steps:

1. Open the Feedback tab in the Feedback Bot agent card.

2. In the Negative Feedback Alert Recipients details, click the "+" button and select the desired users.

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.

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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:

1. Access the Beesender chat configuration.

2. Open the card of the agent who should activate the feedback bot upon chat closure.

3. Check the "Collect feedback on chat closure" checkbox.

4. Repeat the process for other agents who should activate the feedback bot.

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.

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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:

1. Access the system designer.

2. Navigate to the system settings.

3. Locate the system setting named "Feedback Await Duration for Chat Closure" by entering the name in the filter.

4. 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.

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.

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