Collect customer feedback

A feedback request is a short form sent to one customer as a link, in the conversation you already have with them. They answer on a page of their own, and the answers come back to the Feedback workspace.

How it works

Three things decide what happens, and they are set in different places:

• The form — the questions. Chosen for each Catalog type, and for a category or an item that needs a different one.
• The moment — when to ask. A person can send a request from the Inbox, or you can turn on an automatic request for a finished visit, order, Journey or conversation.
• The delivery — the link goes into the customer's conversation, so a customer you have never spoken to cannot be asked.

Choose the form

Open Catalog, choose a type, and open its Feedback settings. Give it a form, or choose Don't ask for feedback. A category or an item can use a different form in its own settings.

A form is found in this order, and the first one wins:

1. The item's own form
2. The form set for its category
3. The form set for its type

For feedback about an item, there is no storefront-wide default. If its item, category and type have no form, nothing is sent. If feedback is off for the item, nothing is sent for it, whatever its category or type says.

For a request about no particular item, Storefront settings → Feedback lets you choose a general form. Qcom uses its built-in satisfaction form if you haven't chosen a usable one there.

To write your own questions, use New form. Publishing makes it selectable for a type, category or item. Editing a published form saves a new version, so answers already collected keep the wording their customer actually saw.

Ask automatically

For an item, open its Customer feedback settings in Catalog to choose whether to ask automatically when the relevant work finishes:

• When someone keeps an appointment
• When an order is completed
• When a subscription or plan ends
• When an application is decided

For a Journey or conversation, open Feedback → Settings and turn on When a Journey finishes or When a conversation is resolved. Those two settings apply across the workspace.

Each automatic request can wait before asking and set a quiet period before the same customer is asked again. The quiet period counts earlier requests across these moments. Set it to zero only if you want to allow another request straight away.

A conversation and an order that finished together do not produce two requests: if an order was completed by the appointment being kept, only the appointment is asked about.

Ask from a bot or a Journey

Add the Ask for Feedback step. It does not choose a form — the Catalog settings still do that — so it is the moment you are placing, not the questions. If no form applies, the step is skipped and the flow carries on.

Read what comes back

The Feedback workspace lists responses with their score, the item they were about, and the conversation they came from. A low score is flagged for follow-up, and a response can be closed once handled.

Where a form asks permission to publish an answer, the response can be approved as a public review. Nothing is published until you approve it.

When nothing is sent

A request is skipped, not failed, when the moment does not warrant one. The reason is recorded against it:

• The customer has no conversation to deliver into
• The customer has opted out of messages
• No form applies to the item
• The customer was asked recently, inside the quiet period
• The WhatsApp window has closed and no approved prompt template is available yet

Related

• Build a feedback form
• Review and moderate feedback responses
• Why a feedback request wasn't sent
• Set up Catalog type settings