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  • Flows
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›How-to guides

Get started

  • Intro to flows
  • Tutorial - Create a flow for live support
  • Tutorial - Create a flow for troubleshooting
  • Tutorial - Create a flow for FAQs

Learn more

  • Understand the types of nodes
  • Working with symptoms and solutions
  • Working with backtracks and choice lists
  • Understand potential solutions
  • Understand escalation
  • Understand search
  • Understand step-by-step guides
  • Understand canvas notes
  • Understand form data
  • Understand markup
  • Understand secrets
  • Understand flow components
  • Understand conditions
  • Understand translations
  • Understand flow feedback
  • Best practices for writing flows

How-to guides

  • Preview nodes and flows
  • Embed images and files
  • Embed videos
  • Receive conversation transcript emails
  • Set a flow image
  • Work with step-by-step guides
  • Add canvas notes
  • Copy and paste nodes
  • Create and embed flow components
  • Work with conditions
  • Configure flow feedback
  • View and manage flow feedback
  • Export, import, and copy flows
  • Set flow visibility
  • Manage translations
  • Create a live support node
  • Create an external API node
  • Start the user on different nodes based on the embedding page
  • Dynamically populate a choice list form field

Reference

  • Text formatting
  • Live support settings
  • Actions settings
  • External API settings
  • Form field types
  • Reserved form data
  • Markup expressions and operators
  • Supported languages
  • Glossary of terms

View and manage flow feedback

Flow editors, support agents, and in some cases end users can all provide feedback for improving flows. (See Understand flow feedback for details.)

Once feedback has been submitted, it can be reviewed and managed within the assistant builder.

View and resolve feedback

  1. Open the flow for which you wish to view feedback.
  2. Find the feedback button in the top right toolbar. If there is any feedback, the button will have a badge displaying how many items there are.

Flow with three feedback items

  1. Click the feedback button to view the feedback panel.

Feedback panel

  1. By default, only new feedback is shown. To also see resolved feedback, click "SHOW ALL".

"SHOW ALL" versus "SHOW ONLY NEW" toggle

  1. To switch back, click "SHOW ONLY NEW".
  2. Feedback items that came from the assistant or the agent dashboard are associated with conversations. To get more context from these conversations, click the conversation link under the text of the feedback item.

Conversation link and panel

  1. The conversation transcript and any attached notes will open in a panel for your review.
  2. Once you've reviewed all the details and made any appropriate changes to the flow, you can resolve the feedback by clicking the checkmark in its top right corner. This will remove the suggestion from the default view of only new feedback, but it will still be available for reference when "SHOW ALL" is clicked.

Add new feedback

Feedback can also be added directly in the assistant builder. It won't be attached to a conversation and thus will not have a transcript available for additional context, but it can still be a good way to leave notes or TODO items for yourself or your team.

  1. Open the flow for which you wish to add feedback.
  2. Find the feedback button in the top right toolbar. If there is any feedback, the button will have a badge displaying how many items there are.

Flow with three suggestions

  1. Click the feedback button to view the feedback panel.

Feedback panel

  1. Click "NEW".

Adding new feedback

  1. Enter your feedback.

New feedback

  1. Click "ADD" to save your feedback.
  2. Your feedback is then displayed in the list of new feedback where it can be viewed and resolved.
Last updated on 5/3/2021
← Configure flow feedbackExport, import, and copy flows →
  • View and resolve feedback
  • Add new feedback
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