3.13.2 Functional Specifications

• Accessing the CSAT Form Module:
  • Description: Users can access the CSAT Form module through the following pathway:
  • Navigation Path: Click on Bot Space -> Bot Configuration -> CSAT Form from the sidebar menu.
• Enabling/Disabling CSAT Form:
  • Description: By default, the CSAT form feature is disabled. Users can toggle the feature on or off based on their requirements.
  • Functionalities:
    • Enable CSAT Form: Toggle the switch to ON to activate CSAT feedback collection.
    • Disable CSAT Form: Toggle the switch to OFF to deactivate CSAT feedback collection.
• Creating a CSAT Form:
  • Description: Users can create customized CSAT forms by adding various fields to capture user feedback.
  • Functionalities:
    • Field Types:
      • Rating:
        • Description: Allows users to rate their satisfaction on a predefined scale.
        • Constraints: Can be added only once per form.
        • Customization: Users can edit the label and validation message.
      • Custom Question:
        • Description: Enables users to add bespoke questions to gather additional feedback.
        • Customization: Users can define the question text, label, and validation message.
      • Dropdown:
        • Description: Provides a dropdown selection for users to choose from predefined options.
        • Customization: Users can define the options, label, and validation message.
      • Selection:
        • Description: Allows users to select multiple options or single choices.
        • Customization: Users can define the selection options, label, and validation message.
      • Message:
        • Description: Displays a static message or instructions to users within the form.
        • Customization: Users can edit the message content and formatting.
      • Field Customization:
        • Label Editing: Users can modify the display labels for each field to match their branding or specific requirements.
        • Validation Messages: Users can set custom validation messages that appear if user input does not meet the required criteria.
• Form Preview:
  • Description: A preview section is available on the right side of the screen, allowing users to visualize how the CSAT form will appear to end-users.
  • Functionalities:
    • Real-Time Preview: Changes made to the form fields and messages are reflected in real-time within the preview section.
    • Interaction Simulation: Users can interact with the preview to test the form’s functionality and appearance.
• Data Management:
  • Description: Data generated from CSAT forms can be viewed and analyzed in the Reports section.
  • Functionalities:
    • Access Reports: Navigate to the Reports module to view collected CSAT data.
    • Data Filtering: Apply filters based on form fields to analyze specific segments.
    • Export Options: Export CSAT data in various formats (e.g., CSV, PDF) for external use.