# Collect Feedback

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Soliciting feedback is an [interaction](https://documentation.proto.cx/docs/getting-started/interactions), a consumable resource in Proto.
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The feedback survey only appears to a person after a [livechat is closed](https://documentation.proto.cx/docs/livechats#details).
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The **Collect Feedback** action is used to solicit a person's opinion after their human chat experience.

It's pre-configured as part of the **Chat Closed by Live Agent** trigger, which initiates if a chat underwent a [human handoff](https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/human-handoff) and is subsequently marked as "Closed" by the live agent.

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## Configuration

The Collect Feedback action is pre-configured as part of the **Chat Closed by Live Agent** trigger. To find it:

1. Select **Close Chat by Live Agent** from the parent table.
2. Select **Collect Feedback** in the sub-page to open its settings:
   * **Rating** tab:
     * **Webchat rating title** — the title of the feedback survey form in Webchat.
     * **Rating request message** — the text sent for non-webchat messaging apps. Buttons labeled 1 to 5 will appear below it for quick selection, except Bitrix24 and Africa’s Talking, which require 1 to 5 texted in response. Hyperlinks are supported in this field. URLs will automatically be converted to clickable links.
     * **Set chat variable** — create or modify a [chat variable](https://documentation.proto.cx/docs/developer-documentation/chat-variables) to store the submitted rating value. This is only relevant for any actions placed immediately after Collect Feedback, as variables expire when the **Chat Closed by Live Agent** trigger completes all its actions—after which a new session begins with the AI agent.
   * **Settings** tab:
     * **Feedback submission message** — text sent to the person after they complete the survey. Hyperlinks are supported in this field. URLs will automatically be converted to clickable links.

Press **Save** to confirm edits.

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## Chat Experience

When a live agent closes a chat, the feedback survey is automatically sent to the person as either a form (for Webchat) or a text message (for all other apps). For Webchat, the form will match the branding from its settings.

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## **View Feedback** <a href="#view-feedback-on-inbox-and-livechats-modules" id="view-feedback-on-inbox-and-livechats-modules"></a>

### **In Inbox and Livechats dashboards** <a href="#view-feedback-on-inbox-and-livechats-modules" id="view-feedback-on-inbox-and-livechats-modules"></a>

1. Open the **Inbox** or **Livechats** dashboards.
2. Select a conversation to open its **Details** panel.
3. Under **Details**, locate:
   * **Rating** — displays the star rating submitted by the customer.
   * **Feedback Timestamp** — indicates when the feedback was submitted.

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### **In Analytics dashboards** <a href="#view-feedback-rating-on-dashboard" id="view-feedback-rating-on-dashboard"></a>

1. Open the **Analytics** dashboard.
2. In the **General Metrics Section**, view the average feedback scores.
3. In the **Users and Teams** section, use the filter dropdown to view metrics for specific live agents or teams.