10.0: Capture customer feedback with worker interactions and custom records

[jstanden]

Import the Capture Feedback package in Cerb

Navigate to Setup >> Packages >> Import.

Paste the following package:

{
  "package": {
    "name": "Capture Feedback",
    "requires": {
      "cerb_version": "10.0.0"
    }
  },
  "records": [
    {
      "uid": "custom_record_feedback",
      "_context": "custom_record",
      "name": "Feedback",
      "name_plural": "Feedback",
      "uri": "feedback",
      "params": {
        "owners": {
          "contexts": [
            "cerberusweb.contexts.app"
          ]
        },
        "options": [
          "comments"
        ]
      }
    },
    {
      "uid": "cf_feedback_comment",
      "_context": "custom_field",
      "name": "Comment",
      "context": "feedback",
      "uri": "comment",
      "type": "T",
      "params": {
      }
    },
    {
      "uid": "cf_feedback_sentiment",
      "_context": "custom_field",
      "name": "Sentiment",
      "context": "feedback",
      "uri": "sentiment",
      "type": "D",
      "params": {
        "options": ["Praise","Neutral","Criticism"]
      }
    },
    {
      "uid": "cf_feedback_author",
      "_context": "custom_field",
      "name": "Author",
      "context": "feedback",
      "uri": "author",
      "type": "L",
      "params": {
        "context": "cerberusweb.contexts.address"
      }
    },
    {
      "uid": "cf_feedback_source_url",
      "_context": "custom_field",
      "name": "Source URL",
      "context": "feedback",
      "uri": "source_url",
      "type": "U",
      "params": {
      }
    },
    {
      "uid": "cf_feedback_is_closed",
      "_context": "custom_field",
      "name": "Is Closed",
      "context": "feedback",
      "uri": "is_closed",
      "type": "C",
      "params": {
      }
    },
    {
      "uid": "automation_capture_feedback",
      "_context": "automation",
      "name": "wgm.interaction.message.captureFeedback",
      "description": "Capture user feedback while reading email messages",
      "extension_id": "cerb.trigger.interaction.worker",
      "script": "inputs:\n  record/message:\n    record_type: message\n    required@bool: yes\n    expand: sender__label\n\nstart:\n  await:\n    form:\n      title: Capture Feedback\n      elements:\n        textarea/prompt_feedback:\n          label: Feedback:\n          required@bool: yes\n          default@text,trim:\n            {% if caller_params.selected_text is not empty %}\n            {{caller_params.selected_text}}\n            {% else %}\n            {{inputs.message.content}}\n            {% endif %}\n        sheet/prompt_sentiment:\n          label: Sentiment:\n          required@bool: yes\n          data:\n            0:\n              name: Praise\n            1:\n              name: Neutral\n            2:\n              name: Criticism\n          default: Neutral\n          schema:\n            layout:\n              style: table\n              headings@bool: no\n              paging@bool: no\n            columns:\n              selection/key:\n                params:\n                  mode: single\n                  value_key: name\n              text/name:\n                params:\n                  bold@bool: yes\n  \n  record.create/feedback:\n    output: record_feedback\n    inputs:\n      # See: https://cerb.ai/docs/records/types/feedback/#records-api\n      record_type: feedback\n      fields:\n        name: {{prompt_feedback|truncate(200)}}\n        author: {{inputs.message.sender_id}}\n        comment: {{prompt_feedback}}\n        source_url: {{inputs.message.record_url}}\n        sentiment: {{prompt_sentiment}}\n        is_closed: 0\n    on_error:\n      await:\n        form:\n          title: Error\n          elements:\n            say/error:\n              content@text:\n                ## An unexpected error occurred.\n                ~~~\n                {{record_feedback.error}}\n                ~~~\n      error: {{record_feedback.error}}\n      \n  return:",
      "policy_kata": "commands:\n  record.create:\n    deny/type@bool: {{inputs.record_type is not record type ('feedback')}}\n    allow: yes"
    }
  ],
  "toolbars": [
    {
      "toolbar": "mail.read",
      "kata": "interaction/captureFeedback:\n  label: Capture Feedback\n  uri: cerb:automation:wgm.interaction.message.captureFeedback\n  icon: conversation\n  hidden@bool: {{message_is_outgoing}}\n  inputs:\n    message: {{message_id}}\n"
    }
  ]
}

Click the Import button.

You should see the following:

Capturing feedback

When you view a ticket profile, messages now have a new action:

You can highlight to extract a particular passage as feedback. Otherwise the entire message is copied by default.

Select a Sentiment: and click the blue continue arrow.

That's it!

How it works

Custom record

The package creates a new custom record type for Feedback. You'll find it in Search >> Custom Records.

The feedback record type includes several custom fields: comment, sentiment, author, source URL, and open/closed status.

Interaction automation

The package also creates a new automation named wgm.interaction.message.captureFeedback. You'll find this in Search >> Automations.

This is a worker interaction that receives information about an email message and prompts the worker for feedback and sentiment. It saves the responses to a new feedback record.

inputs:
  record/message:
    record_type: message
    required@bool: yes
    expand: sender__label

start:
  await:
    form:
      title: Capture Feedback
      elements:
        textarea/prompt_feedback:
          label: Feedback:
          required@bool: yes
          default@text,trim:
            {% if caller_params.selected_text is not empty %}
            {{caller_params.selected_text}}
            {% else %}
            {{inputs.message.content}}
            {% endif %}
        sheet/prompt_sentiment:
          label: Sentiment:
          required@bool: yes
          data@json:
            [
              {
                "name": "Praise"
              },
              {
                "name": "Neutral"
              },
              {
                "name": "Criticism"
              }
            ]
          default: neutral
          schema:
            layout:
              style: table
              headings@bool: no
              paging@bool: no
            columns:
              selection/key:
                params:
                  mode: single
                  value_key: name
              text/name:
                params:
                  bold@bool: yes
  
  record.create/feedback:
    output: record_feedback
    inputs:
      # See: https://cerb.ai/docs/records/types/
      record_type: feedback
      fields:
        name: {{prompt_feedback|truncate(200)}}
        author: {{inputs.message.sender_id}}
        comment: {{prompt_feedback}}
        source_url: {{inputs.message.record_url}}
        sentiment: {{prompt_sentiment}}
        is_closed: 0
    on_error:
      await:
        form:
          title: Error
          elements:
            say/error:
              content@text:
                ## An unexpected error occurred.
                ~~~
                {{record_feedback.error}}
                ~~~
      error: {{record_feedback.error}}
      
  return:

Toolbar

The package modifies the mail.read toolbar to add a Capture Feedback button that launches the new interaction. You'll find this in Search >> Toolbars.

This button is configured to only appear on incoming messages from clients. It doesn't appear on outgoing messages from workers.

[rmiddle]

Cerberus extension system has come along way in the last few years.

[jstanden]

Hi Robert! I hope you're well. :)

Yeah, the original plugin system (Devblocks extensions written in PHP) wasn't a good fit for clients deploying in the Cloud. We still use Devblocks to build Cerb, but all user-level customization/automation is done entirely in the browser now. That combined with packages has been a huge improvement.

[rmiddle]

Jeff,

I am doing well. I miss the days when we had active chats it was just cool hanging out with you.

Yes packages look cool although it looks like the old plugin system is still there for when you need to go low level.