How do I customize instant feedback?

Once you've enabled instant feedback, you can customize how the bot asks for feedback.

Make sure you have instant feedback enabled. See How can I enable instant feedback? to learn more.

Note: If you don't have instant feedback enabled, use the settings described in this article to customize feedback.

In the AI Console, go to Touchpoints > Widgets.
Under Floating widget or Embedded widget, select Personalize.
Select the knowledge base or URL you want to customize.
On the Texts & Colors tab, customize the following settings:
- Instant Feedback: General Reply on Feedback: The bot's general response when receiving positive or negative feedback. You can overwrite what's displayed upon negative feedback by specifying a response to negative feedback.
- Instant Feedback: Reply on Negative Feedback: The bot's reply when receiving negative feedback.
- Instant Feedback: Label of the Inaccurate Button (First button): The label of the button that customers can use to signal that an incorrect answer was provided to them. After clicking this button, the customer can explain why the content is incorrect.
- Instant Feedback: Label of the Irrelevant Button (Second button): The label of the button that customers can use to signal that the bot didn't understand the question. The bot stores and learns from this type of feedback.
- Instant Feedback: Request for Textual Feedback: The message that invites the customer to provide textual feedback.
- Instant Feedback: Label of the Provide Feedback Button: The label of the button that customers can use to give textual feedback on why they gave negative feedback.
- Instant Feedback: Repeat Request for Textual Feedback: The text to be displayed for additional request for providing textual feedback.
Save your changes.