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 help you create unique, customized post-resolution experiences. Because these experiences are conversational, end-users are more likely to participate than 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 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.

• Step Flexibility: A feedback bot can include up to 25 steps, which you can arrange however you choose. Even so, you may find that including only three or four steps works better to lower the risk of end-user drop-off.
• Configured Workflows: The bot steps you configure and the sequence in which you arrange them determine both the end-user experience and the depth of insights your measurements reveal about end-user relations.

Note: Any App created after August 8th, 2023, will automatically have a Default Feedback Bot linked to it, and there will be no legacy feedback options under it. The Default Feedback Bot has the same workflow as the Legacy Resolution question and CSAT. The default Feedback Bot will be provided to all customers, regardless of their pricing plan. It cannot be edited as it is a standard feedback bot being provided by Helpshift. You need to purchase the FB Bot feature to create additional feedback bots (it is included by default in the Enterprise Plan). 

Prerequisite

To use feedback bots, you must first:

1. Integrate our SDK into your mobile app.
2. Configure the corresponding container app on your Helpshift instance.

Configuration Paths

• In-App Resolution Experience: To run feedback bots in-app, configure an in-app resolution experience that uses them.
  • Navigate to Settings > APP SETTINGS | {app name} > {iOS | Android} [CONFIGURE] > Resolution Experience.
• Web Chat Resolution Experience: To run feedback bots on a website, configure a web chat resolution experience that uses them.
  • Navigate to Settings > APP SETTINGS | {app name} > {Web Chat} [CONFIGURE] > Resolution Experience.

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 third-party social channel integrations, such as Facebook Messenger, SMS, or Discord.
• Although you can disable a feedback bot, you cannot delete it yet. We plan to support deleting feedback bots in an upcoming release.