{"id":48482,"date":"2022-10-21T14:15:38","date_gmt":"2022-10-21T13:15:38","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=48482"},"modified":"2023-04-04T10:23:42","modified_gmt":"2023-04-04T09:23:42","slug":"feedback-survey","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/feedback-survey\/","title":{"rendered":"Feedback Survey"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\"><div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<p>The Kore.ai XO Platform allows you to design and create feedback surveys for products, services, and overall experiences using out-of-the-box templates on the web and mobile channels. You can configure a Virtual Assistant to launch these surveys at a certain point in a conversation or at the end of a conversation (when the <i>end of conversation<\/i> event is triggered). The <b>NPS<\/b>, <b>CSAT<\/b>, and <b>Like\/Dislike<\/b> survey types are currently supported.<\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div><div class=\"w-message color_blue\"><div class=\"w-message-body\"><p><b>Key Feature Highlights<\/b><\/p>\n<ol>\n<li>The Feedback Module is use-case and channel-agnostic. But by default, it only shows text messages. You can always add additional channel-specific prompts to collect feedback from voice channels.<\/li>\n<li>When a feedback survey is created on the platform, all messages are in text format. The text from the platform gets converted into a voice using the ASR and TTS engines.<\/li>\n<li>You can leverage channel-specific configuration to modify the feedback prompts.<\/li>\n<li>Feedback flows are fully customizable.<\/li>\n<li>The Kore.ai XO Platform lets you configure feedback in two ways:<\/li>\n<\/ol>\n<ul>\n<li>Using the built-in flows to collect the feedback and the new service type called <b>feedback service<\/b> to submit the feedback to the bots platform.<\/li>\n<li>Collecting feedback from other sources that can be pushed to the platform as part of the conversation execution.<\/li>\n<\/ul>\n<ol start=\"6\">\n<li>Feedback Surveys get created as dialog tasks with a series of entities, service calls, and message notes. You have complete control of modifying the out-of-the-box messages, adding additional messages to specific channels, such as voice channels, and capturing the feedback on voice.<\/li>\n<li>You can use the automatic feedback template that the platform generates or build their flows and submit the feedback to the platform feedback service. Alternatively, it could be a hybrid approach where the feedback flow can emerge from or integrate with another flow.<\/li>\n<li>Once a customer responds to a Feedback Survey, the event displays on the chat transcript slider of the Conversations History Dashboard. <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/analyzing-your-bot\/feedback-analytics\/\" rel=\"noopener noreferrer\" target=\"_blank\">Learn more<\/a>.<\/li>\n<li>Additionally, you can filter and analyze Conversations (with feedback survey enabled) based on the Feedback Type, Response, and Score using prebuilt and custom filters. <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/analyzing-your-bot\/conversation-history-dashboard\/#Prebuilt_Filters_for_Conversations_History\" rel=\"noopener noreferrer\" target=\"_blank\">Learn more<\/a>.<\/li>\n<li>The feedback response from a customer is captured and pushed to the platform for further analysis in three ways:<\/li>\n<\/ol>\n<ul>\n<li>By creating a <b>Dialog<\/b> to capture feedback responses\/scores and generate the required analytics to derive actionable insights on the <b>Feedback Analysis Dashboard<\/b>. <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/analyzing-your-bot\/feedback-analytics\/\" rel=\"noopener noreferrer\" target=\"_blank\">Learn more<\/a>.<\/li>\n<li>By pushing feedback data to the platform using the Public API. <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/api-guide\/feedback-survey-api\/\" rel=\"noopener noreferrer\" target=\"_blank\">Learn more<\/a>.<\/li>\n<li>By pushing feedback data via the Botkit. <a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/sdks\/using-the-botkit-sdk\/#Feedback_Survey\" rel=\"noopener noreferrer\" target=\"_blank\">Learn more<\/a>.<\/li>\n<\/ul>\n<ol start=\"11\">\n<li>In addition to the primary survey question, you can configure a <b>Follow-up Question<\/b> for negative feedback to gather specific details and better understand any primary survey issues.<\/li>\n<li>Additionally, you can set an Acknowledgement Message to customers after they complete the survey to show appreciation and let them know that it has been received.<\/li>\n<\/ol>\n<\/p><\/div><\/div><div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<h2><span class=\"ez-toc-section\" id=\"Navigating_to_Feedback_Survey\">Navigating to Feedback Survey<\/span><\/h2>\n<p>To navigate to the Feedback Survey feature, follow the steps below:<\/p>\n<ol>\n<li>On the Bot Builder, click the <b>Build<\/b> tab.<\/li>\n<li>Navigate to <b>Configurations<\/b> > <b>Feedback Survey<\/b> on the left navigation menu.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230113163730\/FS-2.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230113163730\/FS-2.png\" alt=\"\" width=\"250\" height=\"300\" class=\"alignnone size-full wp-image-51130\" \/><\/a><\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<h2><span class=\"ez-toc-section\" id=\"Feedback_Template_Types\">Feedback Template Types<\/span><\/h2>\n<p>The Platform provides the following in-built feedback template types, to create and define a feedback survey:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"NPS_Scale_Categorization\">NPS Scale Categorization<\/span><\/h3>\n<p>Known as <b><i>New Promoter Score<\/i><\/b>, this is a standard customer experience metric that measures the experience and loyalty of customers based on their feedback response. For a single-question survey, respondents give a rating between 0 (not at all likely) and 10 (extremely likely), and based on their response, they fall into one of the following NPS score categories:<\/p>\n<table>\n<tbody>\n<th align=\"center\" width=\"160\">Customer Category<\/th>\n<th align=\"center\" width=\"100\">NPS Score<\/th>\n<th align=\"center\">Description<\/th>\n<tr>\n<td width=\"100\"><b>Promoters<\/b><\/td>\n<td width=\"100\">9 &#038; 10<\/td>\n<td>This score indicates a loyal customer who is satisfied with the conversation and is highly likely to return.<\/td>\n<\/tr>\n<tr>\n<td width=\"100\"><b>Passives<\/b><\/td>\n<td width=\"100\">6,7, &#038; 8<\/td>\n<td>This score represents a satisfied customer who may or may not be willing to continue the conversation and return for a service.<\/td>\n<\/tr>\n<tr>\n<td width=\"100\"><b>Detractors<\/b><\/td>\n<td width=\"120\">0,1,2,3,4, &#038; 5<\/td>\n<td>This score indicates that the customer is unsatisfied with the conversation and has given negative feedback. As a result, the customer will mostly not return to the platform and may detract other customers by sharing their experiences.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<h3><span class=\"ez-toc-section\" id=\"CSAT_Score_Categorization\">CSAT Score Categorization<\/span><\/h3>\n<p><b>CSAT<\/b> or <b>Customer SATisfaction<\/b> is a customer experience metric that measures or quantifies how happy the customer is with a Virtual Assistant interaction. The customer is asked to rate on a <b>five-point scale<\/b>, <b>1<\/b> meaning very satisfied and <b>5<\/b> meaning very unsatisfied, for a survey question like \u201c<i>How satisfied were you with the conversation?<\/i>\u201d The response score is mapped to the relevant category as shown below:<\/p>\n<table>\n<tbody>\n<th align=\"center\" width=\"50\">Category<\/th>\n<th align=\"center\" width=\"50\">Score<\/th>\n<tr>\n<td><b>Very Satisfied<\/b><\/td>\n<td>1<\/td>\n<\/tr>\n<tr>\n<td><b>Satisfied<\/b><\/td>\n<td>2<\/td>\n<\/tr>\n<tr>\n<td><b>Neutral<\/b><\/td>\n<td>3<\/td>\n<\/tr>\n<tr>\n<td><b>Unsatisfied<\/b><\/td>\n<td>4<\/td>\n<\/tr>\n<tr>\n<td><b>Very Unsatisfied<\/b><\/td>\n<td>5<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p>&nbsp;<\/p>\n<h3><span class=\"ez-toc-section\" id=\"LikeDislike\">Like\/Dislike<\/span><\/h3>\n<p>The customer is asked to respond to the feedback survey by clicking a <b>Like<\/b> or <b>Dislike<\/b> icon. <b>Like<\/b> or <b>Extremely Likely<\/b> denotes the customer\u2019s positive experience and is allocated a score of 1 internally. <b>Dislike<\/b> or <b>Extremely Unlikely<\/b> indicates a negative customer experience, and is allocated a score of 0 internally.<\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<h2><span class=\"ez-toc-section\" id=\"Feedback_Survey_Creation_and_Definition\">Feedback Survey Creation and Definition<\/span><\/h2>\n<p>To create a Feedback Survey on the Bot Builder, follow the steps below:<\/p>\n<ol>\n<li>Navigate to <b>Build<\/b> > <b>Configurations<\/b> > <b>Feedback Survey<\/b>.<\/li>\n<li>If this is your first feedback survey, click <b>Add Feedback<\/b> on the <b>Feedback Survey<\/b> screen.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105071555\/FB-2.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105071555\/FB-2.png\" alt=\"\" width=\"600\" height=\"450\" class=\"alignnone size-full wp-image-50598\" \/><\/a><\/p>\n<p>Otherwise, click <b>New Survey<\/b>.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081646\/new-survey.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081646\/new-survey.png\" alt=\"\" width=\"500\" height=\"300\" class=\"alignnone size-full wp-image-52647\" \/><\/a><\/p>\n<li>In the <b>Add Feedback Survey<\/b> window, define the survey details and design, and launch the survey to be visible to customers.<\/li>\n<\/ol>\n<p>The Feedback Survey definition and design flow steps are given below:<\/p>\n<h3><span class=\"ez-toc-section\" id=\"Step_1_Define_the_Survey_Details\">Step 1: Define the Survey Details<\/span><\/h3>\n<p>In this section, you can define a survey name and the type you want to use. To define the survey details, follow the steps below:<\/p>\n<ol>\n<li>Enter the <b>Survey Name<\/b> in the relevant text area.<\/li>\n<li>Select the <b>Survey Type<\/b> as either <b>NPS<\/b>, <b>CSAT<\/b>, or <b>Like\/Dislike<\/b>. Based on your selection, the survey definition changes.<\/li>\n<li>Click <b>Next<\/b> to move to the next step.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230110132315\/FS-1new.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230110132315\/FS-1new.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-50866\" \/><\/a><\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_2_Define_the_Survey_Design\">Step 2: Define the Survey Design<\/span><\/h3>\n<p>You can define how to present the survey in the <b>Survey Design<\/b> stage which includes the following:<\/p>\n<ul>\n<li>Gathering the customer\u2019s feedback using one of the out-of-the-box default templates.<\/li>\n<li>Defining the primary question that will be posed to the customer when the system triggers the feedback survey.<\/li>\n<li>Setting the follow-up questions based on the feedback conditionally.<\/li>\n<\/ul>\n<p>To define the survey design, follow the steps below:<\/p>\n<ol>\n<li>Select the relevant option in the <b>Add Feedback Survey<\/b> window based on how you want to create the survey.<\/li>\n<li>If you want to create a new Feedback Survey along with a <b>Dialog Task<\/b> (customizable) which will have the flow required to collect the feedback and capture the analytics, select <b>Create a survey with a New Dialog<\/b> and follow the steps below:<\/li>\n<\/ol>\n<ul>\n<li>Enter the <b>Dialog Name<\/b> in the text area.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124073823\/FS-dialog.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124073823\/FS-dialog.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-52602\" \/><\/a><\/p>\n<li>Set the default <b>Primary Question<\/b> to be posed to the customer for the selected survey type when it\u2019s triggered.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124074103\/FS-primary-question.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124074103\/FS-primary-question.png\" alt=\"\" width=\"500\" height=\"200\" class=\"alignnone size-full wp-image-52605\" \/><\/a><\/p>\n<li>Alternatively, modify\/change the <b>Primary Question<\/b> in the text area.<\/li>\n<li>The <b>Primary Question<\/b> response options the customer will see are displayed below based on the selected survey type:<\/li>\n<\/ul>\n<p><b>NPS<\/b><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124074449\/primaryq-1.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124074449\/primaryq-1.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-52612\" \/><\/a><\/p>\n<p><b>CSAT<\/b><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124074750\/primaryq-2.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124074750\/primaryq-2.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-52616\" \/><\/a><\/p>\n<p><b>Like\/Dislike<\/b><\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124075215\/primaryq-3.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124075215\/primaryq-3.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-52619\" \/><\/a><\/p>\n<p><b>Note<\/b>: The default response names provided for <b>CSAT<\/b> and the <b>Like\/Dislike<\/b> types are editable; however, the scores set in the system cannot be changed for any survey type.<\/p>\n<ol start=\"3\">\n<li>To create your flow, select <b>Create survey without Dialog<\/b> and click <b>Next<\/b><\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124075603\/survey-without-dialog.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124075603\/survey-without-dialog.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-52622\" \/><\/a><\/p>\n<li>Optional Step: To capture additional details from the customer for a negative feedback, configure the <b>follow-up question<\/b> with the steps below:<\/li>\n<\/ol>\n<ul>\n<li>Enable the <b>Follow-up Question<\/b> option (default setting).<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124075949\/follow-up-1.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124075949\/follow-up-1.png\" alt=\"\" width=\"500\" height=\"180\" class=\"alignnone size-full wp-image-52625\" \/><\/a><\/p>\n<li>Define when to post the follow-up question by configuring the <b>IF condition<\/b>, where you must select the conditional option from the list for <b>User Score<\/b>.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082116\/follow-up-2.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082116\/follow-up-2.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-52654\" \/><\/a><\/p>\n<li>Next, increment or decrement the <b>feedback score counter<\/b> for the selected condition to set the validation criterion.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105073831\/fb-12.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105073831\/fb-12.png\" alt=\"\" width=\"500\" height=\"100\" class=\"alignnone size-full wp-image-50628\" \/><\/a><\/p>\n<li>Either edit the default follow-up question in the text area provided for the <b>THEN<\/b> clause or keep it unchanged.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105074010\/fb-13.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105074010\/fb-13.png\" alt=\"\" width=\"500\" height=\"120\" class=\"alignnone size-full wp-image-50631\" \/><\/a><\/ul>\n<ol start=\"5\">\n<li>Modify the <b>Acknowledgement Message<\/b> in the text area or retain the default message to acknowledge the customer\u2019s effort in taking the survey.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124080325\/acknowledge-message.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124080325\/acknowledge-message.png\" alt=\"\" width=\"500\" height=\"300\" class=\"alignnone size-full wp-image-52629\" \/><\/a><\/p>\n<li>Click <b>Next<\/b> to move to survey launch configuration.<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_3_Define_Launch_Configuration\">Step 3: Define Launch Configuration<\/span><\/h3>\n<p>After defining the survey, you can choose how and when to launch the survey in one of the following ways with the <b>Launch Configuration<\/b>:<\/p>\n<ol>\n<li>Associate the survey with the end-of-task (conversation) event.<\/li>\n<li>Add the survey task as a sub-dialog to other primary tasks.<\/li>\n<\/ol>\n<p>To configure the feedback survey launch, follow the steps below:<\/p>\n<ol>\n<li>Select one of the following options:<\/li>\n<\/ol>\n<ul>\n<li><b>Launch after End of Task<\/b>: The dialog task is considered as the &#8216;<i>End of Task<\/i>&#8216; event, and the survey is triggered at the end of every conversation. When selected, <b><i>End of Task<\/i><\/b> (<b>End of Conversation<\/b> Event) under <b>Intelligence<\/b> > <b>Events<\/b> > <b>End Of Task<\/b> will be overridden and the feedback survey is launched. Through the survey dialog you\u2019ve created in the previous step.<\/li>\n<li><b>I will decide how to launch the Survey<\/b>: You can manually initiate the feedback survey at any time by using the associated dialog task in the Kore.ai XO platform. A dialog task will be made available under Build \u2192 Conversational Skills. This allows you to control when the survey is launched and gather feedback at your own convenience.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124080913\/launch-config.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124080913\/launch-config.png\" alt=\"\" width=\"500\" height=\"350\" class=\"alignnone size-full wp-image-52632\" \/><\/a><\/ul>\n<ol start=\"2\">\n<li>Click <b>Create<\/b> to launch the feedback survey.<\/li>\n<\/ol>\n<p>A success confirmation message, as shown below, is displayed with your survey details.<\/p>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081227\/survey-success.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081227\/survey-success.png\" alt=\"\" width=\"350\" height=\"250\" class=\"alignnone size-full wp-image-52640\" \/><\/a><\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div>\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<h2><span class=\"ez-toc-section\" id=\"Feedback_Survey_Dialog_Flow\">Feedback Survey Dialog Flow<\/span><\/h2>\n<p>After you\u2019ve created the survey, you can view the built-in survey flow as a dialog task under <b>Build<\/b> > <b>Conversational Skills<\/b> > <b>Dialog Tasks<\/b> on the left menu.<\/p>\n<p>The <b>Task Flow<\/b> will include a combination of <b>Entity<\/b>, <b>Message<\/b>, and <b>Service<\/b> nodes to represent the survey flow.<\/p>\n<p>You can customize the dialog flow as per your need by changing the dialog flow definition fields.<\/p>\n<p><b>Important<\/b><\/p>\n<ul>\n<li><b>Feedback Service<\/b> is introduced as the new <b>Service Type<\/b> option under <b>General Settings<\/b>. You can use this service to submit feedback on the surveys you may have captured using your custom flows.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105075328\/fb-17.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105075328\/fb-17.png\" alt=\"\" width=\"300\" height=\"650\" class=\"alignnone size-full wp-image-50643\" \/><\/a><\/p>\n<li>You can invoke feedback as a sub-dialog from any other point in the conversation where you would like to capture the feedback.<\/li>\n<p><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105075629\/fb-18.png\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230105075629\/fb-18.png\" alt=\"\" width=\"500\" height=\"400\" class=\"alignnone size-full wp-image-50646\" \/><\/a><\/ul>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"w-separator size_medium\"><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"The Kore.ai XO Platform allows you to design and create feedback surveys for products, services, and overall experiences using out-of-the-box templates on the web and mobile channels. You can configure a Virtual Assistant to launch these surveys at a certain point in a conversation or at the end of a conversation (when the end of...","protected":false},"author":21,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[65,9],"tags":[],"class_list":["post-48482","post","type-post","status-publish","format-standard","hentry","category-bot-settings","category-bots"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/48482","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/users\/21"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/comments?post=48482"}],"version-history":[{"count":52,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/48482\/revisions"}],"predecessor-version":[{"id":56517,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/48482\/revisions\/56517"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/media?parent=48482"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/categories?post=48482"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/tags?post=48482"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}