The feedback feature is valuable if you want to figure out what your candidates think about their experience in the chatbot.
How does the Feedback feature work?
Feedback can be triggered after, a customizable, idle time. Idle time starts at the moment the system can recognize that the user/candidate is no longer actively speaking to the chatbot.
Feedback can be configured. If you request feedback after idle time, we recommend asking the user first if they want to provide it to avoid false-negatives. Then you are free to choose other questions. Here is a sample feedback flow:
Would you like to provide us some feedback? Suggested responses: Yes and No
If No is chosen, the user escapes the flow.
If Yes, the user can get one those type of questions (order can vary):
Usefulness e.g. Did you find this experience helpful?
Recommendation to colleagues e.g. Would you recommend this chatbot to your friends or colleagues?
Free text feedback e.g. What did you like about this experience? How could we improve it? (user has the option to “Skip” this step).
Feedback flow can be enabled / disabled in chatbot settings. If feedback flow is enabled at least one option for “feedback flow event” needs to be selected.
Admin can select 1 - 4 “feedback flow events” (each only once). They can specify the order in which feedback messages will be sent to user.
Admin can set Exit on and Go to last step on for each Feedback flow event.
Exit on - stop feedback flow and redirect to Main menu + do not save Feedback,
Go to last step - stop feedback flow, show “thank you for feedback” message and save already entered feedback. Options are Yes/No/<not set>.
If Yes/No is selected then on corresponding answer from user during the feedback flow Exits/Goes to last step. (So admin can set in Would you like to provide us some feedback? -> No is chosen -> User escapes the flow and feedback is not saved)
If you have an Application flow, your candidates can also access a feedback flow once they complete and send their application:
Are copies of those feedback questions customizable?
Yes, they are, and so are the suggested answers.
Can I send a prompt for feedback only after the application?
Yes, this option can be enabled
Should a short idle time be used for app-based chatbots?
We do not recommend setting up short idle time in app-based chatbots like WhatsApp.
What idle time would you recommend for web-based chatbots?
In a case of a web-based solution, you may consider shorter idle time so you can get some feedback before the user leaves your website (if the user comes back to your website they will get a notification with a prompt for feedback if they left before they got it last time).