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This section of the user guide is focused on setting up the user feedback feature. To help you navigate the article we have broken it down into the following sections:

What is user feedback?

User feedback enables chatbot users to provide positive (thumbs up) or negative (thumbs down) feedback about general library questions, custom questions, clarifying questions, and integrated questions. Chatbot users that provide a thumbs down will also have the ability to leave a comment with their feedback. This feedback can be utilized to maintain and enhance the user experience with the chatbot.


For more information on user feedback analytics, review the User Feedback Analytics article.



Who can view user feedback?

Analytics is available to individuals with the following permissions: 


Administrative

Standard

Limited

View Other Offices

View
Link to Interactions



For more information on user permissions, review the User Roles & Permissions article.


How do I turn on user feedback?

  1. On the Behavior Settings page, select the Edit button.
    • To edit the office the user feedback settings, select the office tab. Then select the dropdown arrow next to the office you want to edit, and the edit button.



  2. Set the User Feedback field.
    • On the Default/No Office tab select either on or off. 
      • If user feedback is turned On at the Default/No Office level, the opportunity to provide feedback will be presented to chatbot users on webpages that are not URL matched to an office.
    • On the Office tab, select Default/No Office, On, or Off.
      • If user feedback is turned On for an office, the opportunity to provide feedback will be presented to chatbot users on webpages matched to that office.
      • If user feedback is turned to Default/No Office and the Default/No Office user feedback setting is turned to On, then the opportunity to provide feedback will be presented to chatbot users on both webpages that are not URL matched to an office and the office's that have selected Default/No Office's URL matched webpages.

        Note: User feedback will always be associated with the URL matching settings regardless of whether or not a chatbot user selects an office within a chatbot conversation.


  3. Select Save.

Chatbot User Experience


The opportunity to provide feedback will only be presented on general library questions, custom questions, clarifying questions, and integrated questions. IDKs, inquiry forms, smalltalk, suggested questions, content in the explore bar, live chat, and texting conversations will not be given the option to provide feedback.


Chatbot users are offered two options to provide feedback, a thumbs up or a thumbs down. When selecting the thumbs up or down icon, the icon fills in color, green for thumbs up (positive) and red for thumbs down (negative).


Chatbot users who provide negative feedback (a thumbs down) will be offered the option to leave a comment. The chatbot user must select Submit Feedback for the comment to be saved. 


Chatbot users can change their feedback within the same conversation by selecting the opposite feedback icon (thumbs up or thumbs down).


Chatbot users will see their feedback displayed in the student-facing downloadable transcript.