Edit a piece of feedback

You can edit customers’ feedback, for example if their information has been recorded incorrectly or if you want to associate the message with different data.

Note: You can only edit structured fields, for example, the name of the agent who handled the call or the customer's name.

Edit the details attached to a piece of feedback

From the Fast Feedback Dashboard:

  1. In the message ticker or the messages panel, click the message you want to edit.

  2. Under the message, click More.

  3. The message console and actions pane will open.

  4. Click Edit.

  5. Edit the necessary fields, then click ✔ to save changes.

Update the sentiment analysis for a piece of feedback

You can change the analysis of an individual piece of customer feedback if it has been incorrectly categorized, if the sentiment is wrong or missing, or if you need to add a new topic.

From the Fast Feedback Dashboard:

  1. In the message ticker or the messages panel, click the message you want to reply to.

  2. Under the message, click More.

  3. Click Tune analysis.

  4. You have several options:

  1. Right-click any red or green text.

  2. Select the new sentiment to be applied from either the Negative or Positive options.

  3. The existing sentiment is greyed out.

  4. Click Save changes at the bottom of the window.

  1. Right-click on any blue text.

  2. Select the sentiment to be applied from either the Negative or Positive options.

  3. Click Save changes at the bottom of the window.

  1. Right-click any colored text and click Categorisation.

  2. The list of categories for your organization is displayed.

  3. Find the new category to re-assign the topic to (use the scroll bar if necessary), and then click OK.

  4. Click Save changes at the bottom of the window.

  1. Select a word or phrase that you want to categorize.

  2. Click and drag your cursor to select a phrase.

  3. Right-click and choose a sentiment option.

    If you choose Term, the selected word or phrase will be added as a topic, but no sentiment will be assigned.

    If you choose Categorization, choose the category you want to associate to the phrase.

  4. Click Ok.

  5. Click Save changes.

  1. Right-click any colored text.

  2. Click Remove.

  3. Click Save changes.