WHAT ARE FEEDBACK BOTS?
Great user support experiences do not simply end when an agent marks an issue as resolved. Instead, post-resolution experiences are a critical part of each user support journey, during which you can:
  • confirm that the end-user is happy
  • confirm that their problem is solved
  • capture any feedback
  • re-engage, as needed, with any dissatisfied end-user
Feedback bots support your creation of unique and customized post-resolution experiences. Because these experiences are conversational, end-users are more likely to participate than they are when presented with a traditional survey.

Feedback bots capture dynamic feedback, re-engage with your end-users, and take additional actions when appropriate.  They help to ensure better end-user experiences, while also capturing additional learnings for your support team.

HOW DO FEEDBACK BOTS WORK?
  • Feedback bots engage exclusively with users whose issues are already resolved. Their purpose is to optimize your end-to-end customer service experience — establishing, reinforcing, and measuring positive user relations.
  • A feedback bot can include as many as 25 bot steps, which you can arrange however you choose. Even so, you may find that it's better to include only three or four bot steps, possibly lowering any risk of end-user drop-off.
  • The bot steps that you configure, and the sequence in which you arrange them, determine both the end-user experience and the depth of any insights that your measurement may reveal about end-user relations.
  • You must choose a feedback bot to use it. Until you choose, Helpshift falls back to its legacy behaviors — a resolution question, a satisfaction survey, and your workflow for reopened issues.

    feedback bot configuration

BEFORE YOU BEGIN
To use feedback bots, you must first:  
  • purchase the feature.  
  • configure the corresponding container app on your Helpshift instance.
    • For feedback bots to run in-app, you must configure an in-app resolution experience that uses them. Your work on these configuration tasks occurs at: Settings > APP SETTINGS | {app name} > {iOS | Android} [CONFIGURE] > Resolution Experience
    • To run feedback bots on a website, you must configure a web chat resolution experience that uses them. Your work on these configuration tasks occurs at: Settings > APP SETTINGS | {app name} > {Web Chat} [CONFIGURE] > Resolution Experience
It is also important to understand that feedback bots run only for issues whose user messaging occurs through:
  • iOS apps that integrate SDK v7.11.0 or above, or that integrate SDK X
  • Android apps that integrate SDK v7.11.0 or above, or that integrate SDK X
  • web chat

COMPATIBILITY
In its initial release (circa September 2021), this feature is subject to certain limitations.
  • Feedback bots do not run for issues whose user messaging occurs through a third-party social channel integration, such as Facebook Messenger, SMS, or Discord.  
  • Although you can disable a feedback bot in this initial release release, you cannot yet delete it. We plan to support the deletion of feedback bots in an upcoming release.