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.

How Feedback Works

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 an entity 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.

Configure feedback collection

Follow these steps to configure feedback collection in web chat:

1. Enable feedback actions for bot messages.
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.



2. 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.
3. 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.



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

4. 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.



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