Feature coming soon

Use the Send Knowledge Feedback action to capture customer feedback after the bot presents an article from a Show Knowledge Article action. The Send Knowledge Feedback action ensures that all feedback applies to the same Knowledge Optimization dashboard.

Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Knowledge Article

In the Enter expression box, enter an expression for the knowledge article for which to send feedback, or click Large Expression Editor  and configure expression input for single knowledge article variables.

For example: Flow.searchResults[Flow.loopIndex]

Knowledge Search ID

Specify a knowledge feedback value. The default variable is Session.LastKnowledgeSearchID Architect captures this built-in session variable each time a knowledge search happens. Use the captured search ID as input to the action so that you can send feedback through the correct search result.

Note: You can also use Architect tools to build expressions.

  • To build a knowledge feedback as a literal expression, click Expression . Then, click the Menu  and enter a literal value.
  • To build a knowledge feedback value via the String Builder or Rich Text Builder, click the Expression . Then, click one of the following tools:
    • String Builder: Build a string expression via string-related helpers.
    • Rich Text Builder: Build a string value via the rich text editor.
Knowledge Feedback

Provide feedback for associated knowledge articles. The allowable values are:

  • Positive
  • Negative

Note: To build an expression that customizes feedback options, click the Menu  and then click Expression . Then, to build or edit the expression using data type helpers, click Large Expression Editor  and configure the expression.