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adrienne_long
Contributor ⭐️⭐️
August 15, 2019
Released

Knowledge Center Bot Feedback Tab Customization

Related products:PX In-App Hub (formerly KC Bot)
  • August 15, 2019
  • 16 replies
  • 440 views
We've noticed that the knowledge center bot is a bit rigid in its customization options right now.

We would like to be able to change the options in the Feedback tab since the current options listed aren't well suited to our needs. We do feedback through other integrations right now so we wanted to set this tab up more for customer support. Right now the only customization possible is the ability to change the name on the Feedback tab which doesn't help us much because we can't also customize the categories for the feedback to be more related to support.

    16 replies

    michael_sweeney
    michael_sweeney
    Helper ⭐️
    August 27, 2019
    Hey guys do we have any idea if/when this will be on the roadmap? We also discussed customizing the thank you message which I think is a very good use case as well.

    harshibanka
    harshibanka
    Gainsight Employee ⭐️⭐️
    August 27, 2019
    @ciarapeter fyi

    Meanwhile, Adrienne, the current customizations are available in KC Bot:

    1. Renaming
    2. Re-positiong
    3. Re-branding
    4. Re-wording on the bot bubble
    5. Changing the image of the Bot
    Harshi (pronounced like the Hershey's chocolate); PLG and Digital CS Evangelist
    alextran
    alextran
    Helper ⭐️⭐️
    November 4, 2019

    @mickey I want to bring this back up again. Do you know if/when this will be on the roadmap?

    neil_james_reviewpro
    neil_james_reviewpro
    Helper ⭐️
    November 12, 2019

    The re-positioning is also limited, you can move it left to right, but it would be great to be able to move it up and down also!

      ryanlehman
      ryanlehman
      Contributor ⭐️⭐️
      June 24, 2020

      In addition to @harshibanka ‘s recommendations above, the ability to set up email forwarding by category type would be amazing!

        dstokowski
        dstokowski
        Gainsight Employee ⭐️⭐️
        January 4, 2022

        @skalle Can you provide an update of recent improvements in this area?

          aharkut
          Gainsight Employee ⭐️
          aharkut
          Gainsight Employee ⭐️
          January 11, 2022

           

          We've noticed that the knowledge center bot is a bit rigid in its customization options right now.

          We would like to be able to change the options in the Feedback tab since the current options listed aren't well suited to our needs. We do feedback through other integrations right now so we wanted to set this tab up more for customer support. Right now the only customization possible is the ability to change the name on the Feedback tab which doesn't help us much because we can't also customize the categories for the feedback to be more related to support.
           

          Hi @adrienne_long, 

          The categories can now be customized in the Feedback Tab.

          1. Categories are to be maintained under “Administration > Engagements > Feedback”
            Feedback categories configuration in PX Administration

             

          2. In the administration Page, one would be able to list all the Feedback Categories and sub-categories [max 5 Labels can be configured].
            Creation and Edit workflow for Feedback Categories
          3. The Enabled categories would show up under the Bot > Feedback configuration section from where, one would be able to control which Feedback categories are to be shown to the end-user and the order of categories under the drop down.
            Configuring Feedback categories in KCBot

           

           

          Let me know if this helps and also if there is anything else that you are looking for from a customization view point.

            aharkut
            Gainsight Employee ⭐️
            aharkut
            Gainsight Employee ⭐️
            January 11, 2022

            Hey guys do we have any idea if/when this will be on the roadmap? We also discussed customizing the thank you message which I think is a very good use case as well.
             

            Hi @michael_sweeney, We will be adding the customization of following to the road map:

            1. Thank you message
            2. The help text shown in the body

               

              JayS
              JayS
              Helper ⭐️
              January 12, 2022

              Additionally, it would be great if a feedback option could link to a URL. The current option appears to only accept email addresses.

              Jay Sherwood
                j_ditzel
                j_ditzel
                Contributor ⭐️⭐️
                January 18, 2022

                It would also be very useful to be able to configure the user attributes which show up in the user feedback. Currently, we have User email, User id, Account, and Account id.
                However, things like Browser, Platform, Role, Onboarding Bot or any of various custom attributes would be great. (I can imagine Salesforce ID or Account Manager might be very useful.)
                 

                 

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