# Collect Feedback

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Soliciting feedback is an [interaction](/docs/getting-started/interactions.md), a consumable resource in Proto.
{% endhint %}

{% hint style="warning" %}
The feedback survey only appears to a person after a [livechat is closed](/docs/modules/livechats.md#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](/docs/modules/ai-agents/workflows-and-actions/human-handoff.md) 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](/docs/developer-documentation/chat-variables.md) 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.


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://documentation.proto.cx/docs/modules/ai-agents/workflows-and-actions/collect-feedback.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.