Customer feedback (facebooks)
Last updated
Last updated
A fantastic way inside the chatbot to collect feedback is to use GoChat’s native module for this. It will allow you to gather not only feedback but also allows you to know when a user is not satisfied with the product or service you provide, which you can then proactively contact to resolve any issues there might be.
Note: This is only available inside the Messenger channel.
To create a new customer feedback topic you can go to Contents, then select the Customer Feedback Topics tab.
From here you will see an overview of all your created topics and it allows you to manage them or create a new one.
If you like to create a new topic you only have to press the top right button named + New Feedback Topic.
Once done a pop-up window will appear where you can set everything up.
As you can see you can fully customize this to your own liking so let’s walk through the options.
With option 1 you can give the topic a name as it will appear inside the topic overview. Below that you will be able to adjust your Question title. This will show up as the question. By default, there is a question inside but you can adjust it if you like.
You can also set the type. You have the following choices;
Customer satisfaction score
Net promoter score
Customer effort score
Free input form
The next step is to select your score label. You will have the following options;
Next up are the score options that you will be able to choose from;
One to five (numbers)
Five stars
Five emojis
You will also be able to enable or disable free form input. Once enabled the user will be able to give additional feedback outside the rating.
Below that you will be able to point to your privacy policy which is mandatory. And lastly, you will be able to set the customer feedback to expire anywhere between 1-7 days.
Once done you can press save. You will be taken back to the main overview and you will be able to manage the customer feedback topic you just created from there.
On the right you will have two icons. The first one will show you advanced analytics on the topic you selected, while the pencil icon allows you to edit it to your liking.
Below you will find an example of the analytics you can expect;
This is easily done inside of the flow builder. Just go to any flow you want to set up for this. From here create a send message block, then select Customer Feedback.
You will then be able to add a title and subtitle and press the button named rate experience.
You will then be able to give the button a title, select the topic you want to use and save the responses to a user field. Once done press save you will be able to send this customer feedback to any user that enters the flow and this block.
Error logs can help you troubleshoot bugs that can happen inside your chatbot. It can save you a lot of time trying to figure this out yourself otherwise.
To access the error log you can go to Tools from the left-hand menu, then select the first tab called Error logs.
From here you will have a complete overview of all errors that have happened in the chatbot.
From here you can see the date of the error, the kind of error, which user it affected, which sub flow it happened in along with the node that has the error, and more information.
If you press on the node of the error message it will take you directly to the point where the issue was registered at.
This will speed up troubleshooting immensely and save you hours you otherwise would waste in trying to find the bug.
To help you with testing your flows before they go live you can invite testers inside your chatbot. This will help you troubleshoot any potential problems that are happening in your flows.
So to clarify a tester can view a flow that is not yet published.
Assume you have a published onboarding flow that is accessible to the public, but you made changes in the backend which are not yet published. You will be able to let testers preview those flows.
To invite a tester they will need to be a subscriber to your chatbot.
To invite a tester to your chatbot just go to Tools from your left-hand menu, then select the Testers tab.
To create a new tester just press the button in the top right corner named + New Tester. From here you will be able to type in the name of the person you would like to be a tester inside your chatbot.
Again do note that this person you want to appoint as a tester needs to be an active subscriber of that chatbot.
Once done you will return to the main overview for the testers where you can also manage them from.
You will see the users who are invited by you as a tester and if you want to delete them you can press the trashbin icon to the right of each user to do so.
To send testers the flows in the draft version you can do so in a few ways.
You can share a link to the particular flow, or let them type a keyword that will trigger the flow.
Another way to let testers view content regular users cannot is by using the condition inside the flow builder for it.
Just go to any flow and insert a condition block. From here search for the condition named is tester.
This way you will be able to send a tester to one part of the flow you want to be tested and a regular user can just follow the flow already fully published.
Besides the regular members, you can invite to your workspace you can also invite admins to your chatbot only.
With a condition you can set up admin menus for them they can access like getting a report or wanting to get some insights into the chatbot.
To invite an admin go to Tools from the left-hand menu and select the Admins tab on top.
From here you will get to the main overview.
To add a new admin the user you want to invite needs to be a subscriber to your chatbot. If they are then press the button on the top-right corner named + New Admin.
From here a pop-up window will appear where you can search for and add a new admin.
Just type in the name of the person you want to have as an admin and press the plus sign to have them added as an admin. Once you press the plus sign you will return to the main menu where you can manage all admins.
At the right of each admin, you have the option to delete them if you like.
Now that you have appointed an admin you can set up admin specific flows for them. This is ideal if you want to give a business owner some insights as to what is going on inside the chatbot but don’t want to give access to the backend of that chatbot.
Just go to any flow you like and insert a condition block. From here search for the condition Is Admin.
If the condition is set to yes you can send the admin to the admin mode where you can set up access to whatever you like.
An example could be;
It is a great way for business owners to get access to certain features on the front end while not having to worry about them having access in the backend.
For Facebook bots, you can set some widgets to quickly start talking to the bot. To setup:
go "Tools" from the left sidebar
click "Widgets"
"+ New Widget"
put a widget name
choose a sub flow the link goes to
(leave 3 and 4 blank if no reference is needed)
put a parameter name
assign a custom user field
What does the Ref parameter do?
For instance, you make a messenger ref URL to your main flow, so that by visiting this URL, your users can start talking to your bot.
However, you would like to gather more information from the link, like where did your users get the link? In this case, you can put "source" in area 3 and a variable to store the source at area 4 in the above picture.
Later, add a source name in your link according to where do you put it. This is how you get extra information from the link.
After filling in all the information, click "Save" and click the pencil to edit this widget, you will see a unique URL generated for this widget:
So here, by visiting any of the following links, your users can start talking to your bot:
example link
value in variable "source"
https://m.me/102942588321862?ref=source
https://m.me/102942588321862?ref=source--advertisement
advertisement
https://m.me/102942588321862?ref=source--shared_by_users
shared_by_users
https://m.me/102942588321862?ref=source--promoted_by_sales
promoted_by_sales
Yes, you might notice that by adding "--xxx" after the link, the value "xxx" will be transferred to the bot.
URL links are convenient to click via electronic way while QR codes are more suitable for on-site use. By scanning a QR code, your users can start talking to your bot.
To setup:
give a widget name
select a sub flow
upload your logo image
adjust image size if needed
adjust color if needed
adjust dot scale if needed
click "Generate" to get an image on the right. Repeat step 4, 5 and 6 to get a final image
download your QR code, print it and put it in your store, restaurant, office, etc
This widget is to be embedded on your website, so that your website can have a bot serving users as gochat.hyppo.io do:
To setup:
give a widget name
select a sub flow
adjust theme color if needed
adjust greeting message which will be shown above the "Continue as xx" button (see in the previous picture).
select a display type
adjust the delay if the second or the third display type is selected
Click "Save" after finishing all the settings, again, click the pencil to edit this widget and you will see this button:
Click it.
Add the websites that you want to put this bot at. Then install the snippet by copying and pasting the code.
Perfect! 😎 You got a bot on your website now.
With GoChat you have the ability to provide a multiple language chatbot experience. It is very easy to set up as well.
To add a new language just go to Tools from the left-hand menu, then select the Multiple languages tab.
From here just press the button in the top-right corner named + New language. Once pressed a popup window will appear where you can select a new language.
Inbound webhook is a powerful tool to receive data from anywhere to the chatbot through a POST request.
With inbound webhooks, your bot can even start a conversation with a bot user who never talked to it before.
For example, when a client fills in their contact information on your website, you send the data to an inbound webhook of a chatbot, say an SMS bot. The SMS bot can then send a confirmation message to the client's phone number.
If that webhook is built in a Voice bot, the bot can even call the client right away!
Limitation
Each bot has up to 5 inbound webhooks.
It's available in almost all channels, in your flow builder, go Tools - Inbound Webhooks:
Click on New Inbound Webhook, give a name and click Save:
You will see the editing interface like this:
This area shows you where to send the data and the method, which is POST. Each inbound webhook has a unique URL in the whole GoChat system.
This area shows an example JSON for reference. It describes the structure of the data in the JSON we received later. We need it to find the values for both **user identification ** and data to save.
There are 2 ways to get an example JSON:
manually type/paste it here
listen to a real-time data from a live test
Whenever the webhook receives data, it first checks the paths you specify here to see whether it can find an existing user in the chatbot.
If the user is not in the system, the chatbot will create a new profile. That's how the chatbot initiates a conversation without talking to the user before.
However, some channels don't allow the chatbot to start the conversation first due to privacy and spam issues.
For example, your SMS bot can send messages as long as you have the recipient's phone number, while your Facebook Messenger chatbot cannot send messages to a Facebook user who never talked to your bot before.
Process for User Identification
This is the process of how the system identifies a user:
check user_ns
if there is a valid user_ns, user found.
if not, next step
check phone / email
if we can find a user by the phone or email, user found.
if not, next step
verify phone
no user matched in the system, is the phone a valid number?
if yes, user profile created.
if not, webhook won't be processed
The mapping list shows which value should be stored in which custom field. When you get a sample JSON in the above area, click on Preview Payload to get a mapping tool.
Every single request is saved in Logs. Click on a record to see the received JSON data.
A perfect tool to test your inbound webhook is already built-in everywhere! Simple get a chatbot (whatever channel), test it in an Action Step.
Open another GoChat webpage side by side, keep the inbound webhook editing on Page 1 and select an external request on Page 2:
Follow steps 1 to 8 in the following screenshot:
Provide the data that need to be sent to the chatbot and click Test, you must get a "webhook inactive" error since we haven't activated it yet. It's fine, click on Done on Page 1, and you will see the data saved:
Scroll down a bit, follow steps 1, 2, 3 to tell the system, where is the phone and email values in the JSON:
Finally, map the rest data to the chatbot:
Save your inbound webhook editing:
Enter the subflow, let's send a message to the bot user:
Publish the flow and let's do a live test in the external request again:
We can see that this time it run without error because we activated the webhook and used a real phone number. Go to Logs and we can see a new user profile is created successfully.
On the user side:
Use this feature to broadcast messages to your users! Just a few settings needed.
Go "Broadcasts" from the left sidebar, then click "+ New Broadcast".
To setup:
give a broadcast title (for yourself, not users)
select a sub flow
add conditions to filter who will receive this broadcast message
TIP
to send to all users, try this condition "If User Id has any value".
If you choose "Now" for the schedule, the message will be sent once you click "Save". If not, you can cancel the broadcast anytime before it sent.
Here is also where you check broadcast history and data.
for payload, see explanation in above.
Filling in the rest settings like message type and time to send then click "Save". ()
