The "Feedback Collection" block gathers user feedback during chats and saves it in the "Feedback" field within the "Metrics" section. This block is useful, for example, for evaluating the performance of technical support specialists.
Setup Instructions
- Go to the Script Editor. Add the "Send Message" block to the workspace. Enter a prompt asking users to leave feedback, such as: "Please leave feedback about the operator's performance."
- Add the "Wait for Message" block to ensure the bot waits for a response from the client.
- Add the "Feedback Collection" Block.
- When the script reaches the "Feedback Collection" block, the system will save the client's message text in the "Feedback" field within the "Metrics" section.
Example Scenario
The block can be used, for instance, in a technical support scenario. After the dialog is closed, the bot will send a message to the client requesting a rating and save the response in the "Feedback" field within the "Metrics" section using the "Rating Collection" block. Depending on the given rating, an appropriate follow-up message will be sent. Then, the bot will ask the client to provide detailed feedback on the support service and save it in the "Feedback" field within the "Metrics" section using the "Feedback Collection" block.
