Guides
Collect feedback from customers
Put a small feedback button on your product's pages. What customers write, and every suggest your team sends in Chat, lands in the product's Inbox.
After this guide, your customers can tell you what they need from inside your product, and you read it in one place: the product's Inbox.
The Inbox holds two kinds of messages:
- what customers send with the feedback button on your product's pages, or from your product's own server;
- each
suggestyour team sends in Chat, Telegram or Slack. See Ask in Chat.
Nothing in the Inbox starts an agent. A customer's message is only words for your team to read: it can't give the agents an order, and it can't approve anything.
Open the Inbox
Open Settings → Products, and press Settings on the product's row. The Inbox is a part of the page. The newest message is first. Show older shows the messages before them.
Each message shows its words, who sent it (when they said), when, and where it came from: the page the customer was on, or the chat message and the suggestion it made.
Make a feedback key
A feedback key tells InfraStudio which product a customer's message is for.
- Under Feedback from customers, press Make a feedback key.
- Copy the line that starts with
<script. The key is shown once. If you lose it, make a new one. - Paste the line into your product's pages, just before the end of the page body.
Your pages now show a Feedback button in the bottom right corner. A customer presses it, writes, and presses Send.
If your site has a content security policy (rules for what a page may load), allow https://infrastudio.io for scripts and for connections.
Make a new key replaces the key at once: the old key no longer works, so paste the new line into your pages. Turn feedback off removes the key, and the product takes no feedback until you make a new one.
Change the button
You can add these to the <script line:
| Add | What it does |
|---|---|
data-who="ana@example.com" | Says who is signed in to your product. The button then does not ask for an e-mail. |
data-button="none" | Shows no button. Open the form from your own button with InfraStudioFeedback.open(). |
data-label, data-title, data-placeholder, data-email, data-send, data-thanks, data-error | Your own words for the button, the form and its answers, for example in your customers' language. |
From your product's own code, InfraStudioFeedback.send({text: "…", who: "…"}) sends a message without the form.
Send feedback from your server
Your product's server can send feedback too, for example from your support tool. Send a JSON object to https://infrastudio.io/api/feedback:
{"key": "your feedback key", "text": "I can't export my invoices as CSV", "who": "ana@example.com", "page": "https://your-product.example/invoices"}Only key and text are needed. The answer 202 means the message is in the Inbox.
Limits
- A message is at most 4,000 characters.
- One address sends at most 20 messages an hour.
- A product takes at most 500 messages from customers a day.
- A product keeps at most 5,000 messages. When the Inbox is full, take some out, and it takes feedback again.
Who can do what
- Everyone who sees the product can read its Inbox.
- A person who may say yes or no to suggestions can press Take out, for example on spam.
- A person who may change the product's own keys can make or remove the feedback key.
See Roles.
What we keep
We keep a message's words, who sent it, as your product sent it, and the page, without the part after ? or # (that part can hold a customer's private codes). Only your product's people see them. When you delete the product, its messages and its key go too.