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Setting up & Managing Feedback

A step-by-step guide to configuring the feedback widget & monitoring responses

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Important

Please ensure that you've integrated your website with WebEngage & have enabled On-site Notifications in your dashboard. These are prerequisites to engaging users through the Feedback widget.

Understanding Your Inbox

The Inbox is the first interface you'll experience on selecting Feedback > Onsite from the navigation panel.

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It's a central repository of all user responses and presents query resolution stats for the entire lifetime of your account. It also enables you to customize the Feedback button, form, acknowledgment and reply emails, route specific types of queries to teammates and analyze user stats.

The Most Important Feature - Enable/Disable Feedback: Using the toggle switch placed on the top left, you can choose to disable the Feedback button on your website.

Let's get you acquainted with query resolution stats aka Feedback Status before we proceed.

Feedback Status

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Once a user submits their response/query through the Feedback widget, it can have any of the following statuses:

Read: Indicates the number of queries that have been viewed by an account admin.

Unread: Indicates the number of queries that are yet to be viewed by an account admin.

Resolved: Indicates the number of queries to which an admin has responded.

Unresolved: Indicates the number of queries that have been Read and are awaiting further action.

(All Numbers are calculated against the total number of queries submitted over the entire lifetime of your account.)

Customizing Inbox View

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  • Depending on your needs, you can filter your Inbox by Feedback Status, Feedback Category, and Feedback Tags.

    • Feedback Category: Depending on your business, you can create categories under which users can submit their responses. It's an effective way to manage queries. (How to Configure)

    • Feedback Tags: Tag is a handy feature that helps you categorize responses/queries as per their topic, priority (low, high, critical) or any other parameter that makes it easier for you to manage queries. You can created these by clicking Add Tag under Feedback Details.

  • The Inbox also enables you to update the status of a user query by marking it as Read, Resolved or Deleting it. As highlighted above, select a row to change its status/ delete it.

  • You can also dig out specific queries by typing in a keyword in the Search Bar.

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Skip To

Responding to a Query

Configuring Feedback Settings

Analyzing Feedback Stats

Feedback Details (Responding to Query)

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As shown above, you can respond to a query by clicking on it, in your Inbox.

  • You can also choose to attach supporting documents and send a copy of your response to other Account Admins.

  • Forwarding: You can send the message as an email to a teammate by clicking the Forward button placed on the top left of the Feedback section. (Irrespective of whether the teammate is an account admin.) Just specify an email address, add a message for context and click Submit!

Let's quickly walk you through all the details shown here:

Client Data: Indicates all the WebEngage account related details of the user. This includes:

  • LUID: Each web visitor is given a unique code in your dashboard. This code enables us to track and populate their user profile, which further facilitates contextual personalization. You can use this ID to analyze
  • Source: Indicates where the message was submitted on your site.

User Details: Indicates key user information like:

  • Their name (From).
  • Date-time at which they submitted the query (When).
  • Their location (Region).
  • Technical information (Browser, Platform, IP Address).

Feedback: Includes the user's query along with crucial details like:

  • Query Type (As per the Feedback Category selected by the user).
  • Phone Number (Only if shared by the user in the form).
  • Message
  • Tags: These enable you to categorize a message as per their topic, priority (low, high, critical) or any other parameter that makes it easier to manage queries. Click Add Tag to create one and reuse it for tagging other queries.

Page: Indicates details of the webpage on which the user submitted their feedback like its URL and Page Title.

Feedback Settings

These are global settings that enable you to manage the widget's appearance, direct responses to specific teammates, and customize your acknowledgment emails. Let's walk you through each one:

Customize Feedback Widget

This section enables you to customize the feedback widget's appearance, categories, fields and acknowledgment message with great ease.

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Let's walk you through each setting:

1. Button

Here, you can customize the Feedback Widget's appearance and behavior.

Configuring Feedback Button's Appearance

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As shown above:

  • Step 1: Add a custom call-to-action against the field, Choose Your Text.

  • Step 2: Customize the text, background, and border color.

  • Step 3 (Optional): Deselect Display WebEngage icon in the tab to remove the logo.

  • Step 4: Depending on your site's layout, you can align the button to the left or right of a user's screen. (Feedback Tab Alignment)

You can view it by clicking the Preview Feedback button.

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Related Read

The Feedback Button & Form can be customized further by adding custom HTML/CSS code under the section, Styling.

Display Feedback Button in the Context of User Interactions

You can choose to display the Feedback button only when users click on a specific link or element. This can be done by enabling Show the feedback window upon the click of a link or an HTML element. Here's how you can set it up:

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  • Step 1: Collaborate with your tech team to identify and tag the various elements and links, on the click of which, the feedback tab must be displayed. (How to Implement)

  • Step 2: Once you have a list of all the element IDs, add the relevant ones under this field (separated by a comma.)

    • In doing so, we'll bind the feedback widget to these elements.
    • Thus, whenever a user interacts with the specified element, we'll show them the feedback button as per your settings.

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Related Read

How to Disable Feedback Widget on Specific Pages

  • Click the checkbox, Enable feedback on mobile devices to engage mobile web visitors with a responsive version of the feedback button.

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2. Categories

Collecting and managing feedback is a lot easier when it's categorized into specific buckets. This is why your feedback form comes preloaded with the following categories - Like, Question, Suggestion, Problem.

Depending on your business needs, you can create custom categories under which users can submit their responses. Here's how you can set it up:

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Step 1: Click the Add Category button.

Step 2: Enter a name and click Save.

  • Click the checkbox placed on the left to add the category to your feedback form.

Step 3 (Optional): You can also choose to make a category the default option by clicking the radio button on the right. Doing so will preselect the category in the form for a user.

Step 4 (Optional): You can customize the order in which the categories appear by dragging them into the desired order.

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Pro Tip: Route Category-wise Feedback to Relevant Teams

We highly recommend that you leverage categories to manage feedback responses. This can be done by routing a specific category to account admins that own up the domain.

  • You can always choose to disable categories in your feedback form through the settings nested under, Fields.

3. Fields

Here, you can customize the Feedback Form as per your needs. By default, the following fields are included in it:

  • Name
  • Email Address
  • Category (Includes the feedback categories created here)
  • Message
  • Click to automatically attach a screenshot of the page (Enables users to attach a screenshot of the page on which they're submitting the feedback. Comes in handy in cases where users report an error/ bug or would like to provide a contextual reference.)

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Skip to Adding New Form Fields

Here's how you can customize the form:

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Step 1: Click the Edit icon placed on the right to modify a field.

Step 2: Click the dropdown to specify whether the field must be a Mandatory or Optional one. You can also choose to Hide a field. (This comes in handy when disabling Categories on your form).

Step 3 (Optional): Rearrange the order in which the fields appear by dragging them into a different position.

Adding New Fields

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Step 1: Click Add Field to get started.

  • In doing so, you will be prompted to select the type of field you'd like to add.

Step 2: Configure the selected Field Type
Steps of configuration vary for each field type. Let's get you acquainted with each one:

  • Choice of Options: Recommended if you'd like users to select an option to respond to a question or statement. The options can be customized and listed side-by-side (Horizontally) or in separate rows (Vertically).

  • Dropdown Menu of Options: Recommended if you'd like users to select an option to categorize their feedback, provide more context or respond to a question/statement.

  • Matrix of Choices: Recommended if you'd like users to respond to a question or statement by selecting a combination that indicates their preferences or needs.

  • Net Promoter Score: Recommended for collecting product/service feedback where users can rate you on a scale of 1 - 10 points.

  • Rating: Recommended for collecting product/service feedback where users can rate you on a scale of 1-5 stars.

  • Text Box (one-line): Recommended for collecting feedback in an open-ended format where users are urged to share their thoughts in brief.

  • Comment Box (Multi-line): Recommended for collecting extensive feedback in an open-ended format where users can share their thoughts as a paragraph.

  • Date: Recommended in cases where you'd like users to specify a date for a pickup, meeting, call, and so on. You can allow users to specify multiple dates, as per your use-case.

  • File: Enables users to upload an attachment to the form. The following formats are accepted:

    • Image: .jpg / .png / .gif
    • Document: .txt / .doc / .docx / .rtf / .pdf / .ppt / .pptx / .pps / .ppsx / .xml / .xls / .xlsx
    • You can specify more formats against, Other, in case you expect users to upload a zip file, code snippet, and so on.

4. Thank You Message

Here, you can customize the message that acknowledges feedback submission on your site. As shown below, add a warm, friendly message and click Save.

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5. Styling

These are advanced settings that enable you to customize the feedback button and form's appearance as per your brand guidelines. You can collaborate with your tech team to implement custom HTML/ CSS changes.

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Feedback Routing

Collecting user feedback is easy - Enable the Feedback Widget for your site, Customize the Form Fields & Implement!

But managing user responses and acting upon it in a timely manner is a different game. This is why we've made it extremely easy for you to relay different types of responses to teammates who own up the respective domains.

You can set up feedback routing in any of the following ways:

Method 1: Route queries as per the Feedback Category selected by a user.

Method 2: Track Website Data & route queries as per the page on which the feedback is submitted.

Let's walk you through each method:

1. Category-wise Routing

By default, all feedback is routed to the registered email address of all your account admins. Let's go over a use-case to show you how you can customize routing.

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Routing Category-wise Feedback to Relevant Teams

Let's assume the case of an e-commerce platform. User queries are generally spread across various teams like operations, support, and billing. Thus, you can route:

  • Payment/Refund related queries to your Billing Team.

  • Account/ Offers/ Discounts/ Coupons related queries to your Customer Service Team.

  • Delivery/ Returns related queries to your Operations Team.

And so on.

Here's how you can go about it:

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  • Step 1: Click the Add Rule button to get started.

  • Step 2: Select a Category to create a filter.

  • Step 3: Select Admins to whom you'd like to send the category-specific feedback.

  • Step 4: Click Save to implement!

As shown above, a fallback routing is automatically created on adding a rule. This has been done to ensure that admins get notified if a user submits a message under a category that hasn't been mapped here.

2. Custom-Criteria Based Routing

You can also choose to specify custom rules, on the occurrence of which, the feedback will be routed to specific account admins. (How to Implement) These rules could be anything like:

  • The page on which a user submits the feedback.
  • The page element that a user was viewing when they submitted feedback and so on.

Let's go over a use-case to help you understand this better:

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Routing Feedback for a Travel Booking Site (Custom-Criteria Routing)

Let's take the example of a travel booking site that allows users to book flights and hotel stays across the world. Given the massive scale of their operations, they have divided their customer support teams as per their services - Flights, Hotels, Travel Packages.

Thus, feedback is routed based on the page URL on which a user submits their query.

  • If a URL contains the term, flight, then it's sent to the Flight Ops Team.

  • If a URL contains the term, hotel, then it's routed to the Hotel Ops Team.

  • If a URL contains the term, package, then it's sent to the Travel Packages Team.

Here's how they set it up:

Step 1: Collaborate with the tech team to track path parameters of all page URLs. (How to Implement)

  • The e-commerce team tracked the terms as the Data Attribute, path-parameter.

Step 2: Specify the following Custom Routing Rules:

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  • Custom Rule 1: When Data Attribute, path-parameter of Data Type, String is equal to flight, send user responses to [email protected]

  • Custom Rule 2: When Data Attribute, path-parameter of Data Type, String is equal to hotel, send user responses to [email protected]

  • Custom Rule 3: When Data Attribute, path-parameter of Data Type String is equal to package, send user responses to [email protected]

Step 3: Click Save to implement!

Email Templates

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By default, users receive an auto-generated acknowledgment email each time they submit feedback. And whenever an account admin responds to their query, they are notified via the email address shared by them.

The Acknowledgment Template and Reply Template can be customized as per your brand guidelines and engagement strategy. Here's how you can go about it:

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  • Add a custom Subject Line for the emails.

  • You can override the default email template by adding your custom HTML/CSS code in the Email Body. We recommend that you test the template on mobile, desktop, and various inbox providers before adding it here.

  • You can view the acknowledgment and reply emails as a user by clicking the Preview button (in the respective sections).

    • Click Restore to Default to use the auto-generated email template.
  • As shown above, you can customize the sender's name for both the emails. We recommend using a Sender Name that helps users identify you like, Jake from Example.com.

  • Lastly, you can choose to disable the Acknowledgment Email by clicking the toggle switch highlighted above.

Whitelabel Settings

White-labeling enables you to enforce your brand identity on the feedback form. (You can remove WebEngage's logo from the Feedback button by disabling it here.) Here's how you can go about it:

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Step 1: Click on Feedback Settings placed on the top left of your Inbox and select White Label.

Step 2: Upload your logo (it'll be displayed on the feedback form).

  • Please ensure that the logo is 71px (width) by 25px (height) and is in a .jpg / .jpeg / .png format.

Step 3 (Optional): You can choose to add a message or image to the top of the feedback form. We recommend it in cases where:

  • The form fields require some context.
  • You'd like to make the form warm and friendly by adding a light-hearted image!

Stats & Reports

Here, you can analyze the response rate of all the user queries for the entire lifetime of your account. You can access it by clicking the Stats & Reports button placed on the top-left of your Inbox.

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As shown above, Stats & Reports has been divided into 2 sections - Overview and Full Report. Let's walk you through each one:

Overview

This section provides a top-level view of all user queries across details like:

  • The number of responses that have been Submitted, Read and Resolved. (Skip to Feedback Stats)
  • The number of queries submitted under each Category.
  • A break up of users by their Location (Country, City) and Browser preferences. (Skip to User Details)
  • Day-wise submission trends.

You can download these stats by clicking the Preview & Download PDF button placed on the top right.

So, let's dig in!

Feedback Stats

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1. Resolution Progress: You can analyze your query resolution progress against the following parameters:

  • Total: Indicates the total number of messages that have been submitted over the entire lifetime of your account.

  • Read: Indicates the number of messages that have been viewed by an account admin.

  • Unread: Indicates the number of messages that are yet to be viewed by an account admin.

  • Resolved: Indicates the number of messages to which an account has responded.

  • Unresolved: Indicates the number of messages that have been Read and are awaiting further action.

  • % Resolved: Calculated against the Total, it indicates your resolution progress.

2. Category-wise Feedback Count: You can analyze the most popular categories under which users have submitted their messages. This is a great way to identify and fix the communication gap (if any) through a product enhancement or marketing campaign.

  • As shown above, click on a category to view all the messages submitted under it.

User Stats

You can gain quick insights into the users who have submitted queries against their location (Country, City) and Browser preferences.

  • Click on a value to view all the messages that have been submitted from a specific location or through a browser to further understand your users.

  • You will also find a trend report on the number of messages that have been submitted over the Last 7 days, 4 Weeks and 3 Months.

Full Report

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This section provides a detailed report of each response over the entire lifetime of your account.
Using Advanced Search, you can filter down the report by:

  • A specific time frame
  • Feedback Category
  • Feedback Status
  • Feedback ID: Each message submitted by a user is given a unique ID. Click on it to access Feedback Details.
  • Email (Address): Search for a user's messages by adding their email address (found under their User Profile).
  • Message: Type in a keyword to filter out all user queries that contain it.
  • Country, City
  • Browser
  • Tags: Tags can be created under Feedback Details to manage responses better.
  • Page URL: Add a link to filter out all messages that have been submitted on the page.
  • IP (Address): Specify the IP address to filter out all messages submitted through it.
  • Phone Number: Search for a user's messages by adding their phone number (found under their User Profile).

Once you have the details you need, click the Download button placed on the top right of the table to get a copy.

We hope this has equipped you with a robust understanding of how you can manage user queries with WebEngage. Please feel free to drop in a few lines at [email protected] in case you have any questions. We're always just an email away!

Updated 9 months ago

Setting up & Managing Feedback


A step-by-step guide to configuring the feedback widget & monitoring responses

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