Skip to main content

How to Set Up a Customer Feedback Action

Prerequisites: Ensure that you are logged into your Thinkstack account and have at least one trained bot available.

  1. Click on the bot for which you want to set up the action. Go to the Actions tab in the top menu and select Customer Feedback from the list. Select an Action

  2. A JSON template will appear, pre-configured to collect user feedback through a form. The form will ask for details such as the user's full name, email address, overall experience rating, customer service satisfaction, likelihood of recommending the product/service, and permission to contact them for further feedback. You can customize this template to meet your specific needs. Review the .json

  3. If you wish to automate the feedback collection process with third-party apps like Zapier, click Integrate. This will trigger the Zap you've set up for this action. Note that this step is optional. Zapier Integration

  4. Set the Intent/Trigger: This helps the chatbot know when to initiate the customer feedback process. Carefully define the triggers, ideally using 2-3 distinct ones to assist the chatbot in recognizing user intent.
    Set up triggers Note: Ensure that the triggers do not overlap with those used for other actions to avoid confusion in the chatbot's response.

  5. After setting the triggers, toggle the Publish button to activate the Customer Feedback action. Click Save to keep the changes you’ve made to the chatbot. Publish and Save

Advanced Settings#

If you want to trigger the action through suggestions, you can configure this easily:

  1. Open the Advanced dropdown and toggle 'Show in Suggestions. Enable Suggestions

  2. Provide a Suggestion Title. When users click on it, the Customer Feedback process will start. Give a Suggestion Title

  3. Click Update to apply these changes to your chatbot. Click on update

Test the Action#

  1. Use the Test feature to ensure the chatbot is correctly collecting the feedback fields as configured in the .json file. Test Customer Feedback

  2. You can also test it in the Preview section to verify that the chatbot accurately detects when users want to provide feedback and triggers the feedback collection process. Preview and Test Customer Feedback

View the Feedback Details#

Once the chatbot successfully collects the feedback details, you can view them in the Customer Feedback section of the Actions tab. View Feedback List View all the Feedbacks Reveived

That's a wrap! 🎉 You’ve successfully set up an intent-driven Customer Feedback action that will help your team gather valuable insights from users when the chatbot detects interest in receiving feedback.