Skip to main content

Edit a piece of feedback

Ahmed Boghdady
Updated

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: