Collect and Analyse Feedback
Last updated
Last updated
The Feedback Survey is a chatbot action configured under the Close Chat intent, which is a default intent available in every chatbot on the Yola platform. This action allows you to collect customer feedback after a conversation is closed, providing valuable insights into customer satisfaction and agent performance.
The Feedback Survey only appears for customers when a livechat is closed.
If the chat is resolved or transferred back to the chatbot, you can use a normal survey to gather feedback; however, it will not be included in the feedback metrics.
The Feedback Survey is pre-configured as part of the Close Chat Intent. You can enable or modify it as needed. Follow these steps and see the gif for a short demonstration.
Navigate to the Chatbots Module.
Go to the Intents section.
Open the Close Chat Intent to view its associated actions.
Click the Collect Survey Bot Action
Customise the Survey (Optional): You can modify the survey messages to align with your brand tone.
Close this panel and enable the Bot Action.
When an agent closes a conversation, the Feedback Survey is automatically sent to the customer as either a form (for Webchat) or a chatbot message (for all other apps). For Webchat, the form will match the colours you set for your Webchat App.
The feedback ratings collected through the Feedback Survey are logged and made accessible across the Yola platform in the conversation panel (Inbox and Livechats modules) and on your Dashboard.
Open the Inbox or Livechats modules.
Select a conversation to open its Details panel.
Under Details, locate:
Rating: Displays the star rating submitted by the customer.
Feedback Timestamp: Indicates when the feedback was submitted.
Access the Dashboard module to view aggregated feedback metrics.
In the General Metrics Section, view the average feedback scores.
In the Users and Teams section, use the filter dropdown to view metrics for specific agents or teams.
