How to customize how visitors give textual feedback in instant feedback

Genesys DX

How to customize how visitors give textual feedback in instant feedback

You can enable your visitors to start typing their textual feedback immediately after they select the negative feedback option.

If instant feedback is enabled for a conversational widget, a Give Feedback button is displayed when the visitor provides negative feedback on an answer. You can make this button disappear and enable your visitors to just type their feedback and send it by hitting enter.

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.
Make sure you select a configuration where Widget mode is set to Conversational.
On the Conversation tab, make sure Enable Feedback and Instant Feedback are selected.
Select Simple in the Textual feedback submission flow field.
Save your changes.

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