Connecting User Feedback

After Connecting Agents to Wayfound, you can also track user feedback ratings. This allows Wayfound to generate satisfaction metrics in Performance reports. You can do so by adding a "user_feedback" event to "messages". Two types of user feedback are supported: "stars" and "thumbs_up_down":

{
    "timestamp": "2025-05-07T10:05:05Z",
    "event_type": "user_feedback",
    "label": "User Feedback (Thumbs)",
    "description": "User gave a thumbs-up on risk report",
    "attributes": {
      "feedback_type": "thumbs_up_down",
      "rating": "thumbs_up",
      "comment": "This was great!"
    }
  },
  {
    "timestamp": "2025-05-07T10:05:10Z",
    "event_type": "user_feedback",
    "label": "User Feedback (Stars)",
    "description": "User rated overall experience",
    "attributes": {
      "feedback_type": "stars",
      "rating": 5
    }
}

Examples of user feedback events are shown here as they appear in a session transcript:

Note that multiple feedback entries can be included for the same conversation, and feedback can be submitted at any point during or after the interaction.