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:
After the agent closes the chat, Feedback Bot kindly requests a moment of the customer's time.
Feedback Bot then asks whether the consultation with the agent was helpful, offering two options: yes or no.
Next, Feedback Bot prompts the customer to rate the consultation on a scale from Excellent to Terrible.
Feedback Bot invites the customer to leave a comment about the consultation. If the customer agrees, Feedback Bot requests their input.
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
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
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
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.
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.
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.
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.
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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.
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.
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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:
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.
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.
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