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Fetch CSAT(bot & agent feedback) from bot users on data explorer 

To collect user/customer feedback on yellow.ai, you can take the below approaches:

  1. Collect user feedback for the bot interaction (on web widget): This is done by creating a flow using Feedback node. When this node is reached during the flow, feedback questions will be posed to the users.
  2. Collect user feedback for the inbox agent interaction (on web widget): This is explicitly for bots using Inbox and have agents configured. After an agent resolves a chat, feedback questions will be posed to users.
  3. Collect user feedback for bot/agent interaction via. custom flows (recommended for other channels like Facebook, WhatsApp, etc.): Create a custom flow on studio.

This data will be available in the Data Explorer section.
You can visualize it further by taking advantage of Dashboards and visualization. 

1. Default user feedback for bot interaction​

  1. In Studio, at the end of your existing flow, add a feedback node to collect user feedback on the bot-customer and inbox agent-customer conversation.

2. Default user feedback for agent interaction​

  1. Create a flow using the Raise ticket action node.
  2. Configure Inbox agents .
  3. Enable CSAT from the inbox settings.
  4. After a chat ticket is closed, your customers will be asked for feedback on the agent interaction.

Click here to know more about Agent CSAT score. 

3. Customize user feedback flow on studio​

The above-mentioned default feedback methods will work only on your website chatbot. 

You can create flows in Studio to manually collect user feedback (from the bot interaction) for two use cases: 

  1. Collect CSAT feedback for other channels like WhatsApp, Facebook, etc. after an inbox live agent interaction.
  2. Customize your feedback parameters. The feedback node collects only the rating and comments from the user. If you want to collect other details, like "which product would you likely recommend to your friends," you can use this method.

Follow the given steps: 

  1. Create a feedback flow.

    • You can add prompt nodes to ask questions or other details and store the response in a variable. 
    • To collect ratings, use a node to present options ranging from 1 to 5 (the CSAT score) and store the response in a variable (for example, feedback).If your channel is WhatsApp, you can use the WhatsApp list node. You can also use Quick replies node to fetch the user rating.   

  2. Create a database with the required columns (for instructions, see here).

  3. Send the collected data (feedback variables) into the database using the database action node in the bot flow.

  4. Connect this feedback flow at the end of your use case (i.e., the other flow where the bot interaction is expected to end) using an Execute Flow node or when the ticket is closed.

4. View user feedback on Insights​

  1. Data from feedback node for bot interaction:

    Available on Insights > Data explorer > Default tables > User feedback.  

  2. Data from CSAT settings for agent interaction:

    Available on Insights > Data Explorer > Chat tickets table .

  3. User feedback widget for bot and agent interaction:

    The User feedback widget on Insights overview provides:

    • Bot feedback: This is obtained from feedback node. 
    • Agent feedback: This is obtained from the CSAT score provided to the live agent. 
    drawing

    Chat tickets and User feedback are default database table, you need not create any new table to save this data.

  4. Data from custom flows for bot/agent interaction:

    Available on Insights > Data Explorer > Custom Tables > Select the table in which you have stored the feedback.

    Click here for detailed document on custom tables.

    You can save these tables(queries) and view them on a separate dashboard. Refresh the page to update dashboards with newly added data points.