Feedback Survey

You can design feedback surveys for products, services, and overall experiences using out-of-the-box templates for web and mobile channels. Configure an AI Agent to trigger surveys at a specific point in a conversation or at the end (via the end-of-conversation event).

Supported survey types: NPS, CSAT, and Like/Dislike.

Key Capabilities

• Channel-agnostic: Works across use cases and channels. Displays text by default; add channel-specific prompts for voice.
• Voice support: Text messages auto-convert to voice using ASR and TTS engines.
• Customizable flows: Modify out-of-the-box messages, add channel-specific prompts, and capture feedback on voice.
• Flexible configuration: Use built-in flows with a Feedback Service, collect from external sources, or use a hybrid approach.
• Follow-up questions: Configure a follow-up for negative feedback to capture additional details.
• Acknowledgement messages: Thank customers after survey completion.
• Analytics integration: Responses appear in the Conversations History Dashboard and can be filtered by Feedback Type, Response, and Score. Learn more.

Feedback Data Collection Methods

Feedback responses are captured and sent to the platform in three ways:

Method	Description
Dialog	Create a dialog to capture responses and generate analytics on the Feedback Analysis Dashboard. Learn more.
Public API	Push feedback data using the Public API. Learn more.
Botkit	Push feedback data via the Botkit SDK. Learn more.

Navigation

Go to Automation AI > Virtual Assistant > Feedback Survey.

Survey Types

NPS (Net Promoter Score)

Measures customer loyalty with a single question rated on a 0–10 scale.

Category	Score	Description
Promoters	9–10	Loyal, satisfied customers highly likely to return.
Passives	6–8	Satisfied customers who may or may not return.
Detractors	0–5	Unsatisfied customers unlikely to return; may share negative experiences.

CSAT (Customer Satisfaction)

Measures satisfaction on a 1–5 scale for a question like “How satisfied were you with the conversation?”

Score	Category
1	Very Satisfied
2	Satisfied
3	Neutral
4	Unsatisfied
5	Very Unsatisfied

Like/Dislike

The customer responds with a Like (score: 1) or Dislike (score: 0) icon.

Create a Feedback Survey

1. Go to Automation AI > Virtual Assistant > Feedback Survey.
2. Click the appropriate button:
   • First survey: Click Add Feedback Survey.
   • Subsequent surveys: Click New Survey.
3. In the Add Feedback Survey window, complete the three steps below.

Step 1: Survey Details

1. Enter a Survey Name.
2. Select the Survey Type: NPS, CSAT, or Like/Dislike.
3. Click Next.

Step 2: Survey Design

Choose how to create the survey:

Option A: Create Survey with a New Dialog

Creates a customizable dialog task with the flow to collect feedback and capture analytics.

1. Enter the Dialog Name.

   

2. Set or modify the Primary Question for the selected survey type.

   

3. Review the response options for your survey type:

   NPS

   

   CSAT

   

   Like/Dislike

   
   Default response names for CSAT and Like/Dislike are editable. Scores are fixed and cannot be changed for any survey type.

Option B: Create Survey without Dialog

Select Create Survey without Dialog and click Next to build a custom flow independently.

Follow-up Question (Optional)

Configure a follow-up question to capture additional details from customers who give negative feedback.

1. Enable the Follow-up Question toggle.

   

2. Set the IF condition by selecting a conditional option for User Score.

   

3. Set the score threshold using the feedback score counter.

   

4. Edit or keep the default question for the THEN clause.

   

Acknowledgement Message

Edit or keep the default message shown to customers after they complete the survey.

Click Next to proceed to launch configuration.

Step 3: Launch Configuration

Choose when to trigger the survey:

Option	Behavior
Launch after End of Task	Triggers automatically at the end of every conversation. Overrides the End of Task event under Automation AI > Events > Conversation Events > End of Task.
I will decide how to launch the Survey	Manually launch via the associated dialog task at Build > Conversational Skills.

Click Create. A confirmation message appears with your survey details.

Survey Dialog Flow

After creation, the survey dialog task is available at Build > Conversational Skills > Dialog Tasks.

The task flow uses Entity, Message, and Service nodes. You can customize it by modifying the dialog flow definition fields.

• Feedback Service is a new Service Type under General Settings. Use it to submit feedback captured from custom flows.

  

• Invoke the feedback survey as a sub-dialog from any point in a conversation.

  

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