It can be useful to have different controls to let users provide feedback about the conversation and experience they are having with your conversational AI solution.
In this article, you will learn how enabling feedback lets you capture feedback from the user during a conversation.
You will also learn how to override the default behavior of feedback controls and selectively display them on a per-activity basis.
Some things to note with the user feedback mechanism include:
Enabling - to enable user feedback controls, turn on the Enable Feedback option in the Personalize Chatbot page.
Default behavior - By default it will trigger at the end of all bot turns. This means that every bot message (or string of multiple bot messages) until the user is expected to reply will have a “rate your feedback” element included by default.
Hide feedback - There are cases where you may not want the default or some places where it may not make sense in the conversation, so you can, when the Feedback is turned on, ignore displaying it in the web chat for specific activities.
Customization - When this feature is enabled, and an end-user interacts with it, the feedback event is triggered. By default, it will be captured in the analytics with no additional action needed. The event can also be used to extend the experience or perform additional actions.
<aside> 💡 In relation to customization:
No customization
Without any customization, the feedback is received asynchronously and responded to with an end turn activity. The user can continue their conversation where it left off.
With customization
Depending on the desired behavior, feedback can be acted upon by adding the trigger Feedback Triggered.
</aside>