Feedback Reactions in Web Chat

Enable feedback options in web chat to capture user reactions to bot responses. Users can provide positive or negative feedback using thumbs-up or thumbs-down emojis, helping you enhance bot interactions and improve the user experience.

Note:  This feature is available in DRUID 8.10 and higher.

How Feedback Works

When a user reacts to a bot message, the system automatically triggers feedback collection in dedicated [[ChatActivityData]] system entity fields.

In DRUID versions prior to 8.16, when a user reacts to a bot message, the system triggers a feedback flow that captures and stores the reaction. The bot saves this feedback in [[ChatActivityData]] for further analysis.

Benefits of Enabling Feedback Options

  • Enhances user satisfaction – Users feel heard when they can react to responses.
  • Provides actionable insights – Stored feedback allows you to analyze and optimize bot performance.

Enable Feedback Reactions in Web Chat

Follow these steps to enable feedback reactions:

  1. Go to the bot details page.
  2. Click Theme and navigate to the Webchat snippet section.
  3. Click Customize webchat and search for Show Actions for Bot Messages (botActivitiesActionsEnabled).
  4. Select the option to enable it.

Configure feedback collection

When a user reacts to a bot message, the system automatically stores the feedback in the [[ChatActivityData]] entity using three dedicated fields:

  • FeedbackMessage (string) – Stores the text of the message the user reacted to.
  • FeedbackReaction (string) – Records the type of reaction (like or dislike).
  • FeedbackRating (integer) – Stores the numeric rating value.

You can view both positive and negative feedback on the Engagement page of the Bot Summary dashboard.

To visualize and further analyze collected feedback:

  1. Create a web view on the [[ChatActivityData]] entity.
  2. Add the following columns: FeedbackMessage, FeedbackReaction and FeedbackRating.
  3. Add the web view to a custom dashboard for easy monitoring.

Configure feedback in versions prior to DRUID 8.16

In earlier versions, feedback collection requires additional setup:

  1. Go to the solution entities, search for the [[ChatActivityData]] entity and add the following two fields:
    • FeedbackActivityId – Stores the conversation Id and message hash of the rated message.
    • FeedbackBotMessage – Stores the message the user reacted to.
  2. Create a flow with the utterance _positive_feedback_. To store the feedback in the Conversation History, add a message step (without step message) and include the internal action SaveActivityData in either the Pre Action or Post Action section.

    3. When a user reacts with a thumbs-up emoji, the value stored in [[ChatActivityData]].FeedbackFlows is 5.

  3. Create a flow with the utterance _negative_feedback_. To store the feedback in the Conversation History, add a message step (without step message) and include the internal action SaveActivityData in either the Pre Action or Post Action section.

    4. When a user reacts with a thumbs-down emoji, the value stored in [[ChatActivityData]].FeedbackFlows is 1.

  4. Create a web view on [[ChatActivityData]] with the following columns: FeedbackActivityId, FeedbackBotMessage and FeedbackFlows.
  5. Add the view to a custom dashboard for analysis.