Asking for feedback
Connect can ask for feedback at the moment something finishes — a case resolved, an onboarding completed, a deal closed — because those moments are events on the record rather than dates in a spreadsheet. The reply comes back as an ordinary conversation on the same relationship. What it is not is a survey platform: there is no scoring, no dashboard and no rating capability.
Timing comes from the record#
The reason most feedback requests are ignored is that they arrive detached from anything. A request created as a follow-up with a reason, hung off the event that finished, arrives while the customer still remembers the thing being asked about, and it can reference it specifically because the history is on the same Person.
| Event | Where it lives | What the request can reference |
|---|---|---|
| A support case resolved | resolve_case on the relationship | The problem in the customer's own words |
| Onboarding completed | An onboarding action on the record | What was set up and by whom |
| An opportunity won or lost | A pipeline stage change | The decision, including a lost one — often the more useful ask |
| A call that ended well | The call record and its summary | What was discussed, with the transcript behind it |
Consent applies to a feedback request like any other outreach#
- Suppression, unsubscribe, complaints and do-not-contact are checked in one place before any outreach. A feedback request is outreach.
- A
block:<channel>directive holds across channels and future conversations and outranks the request entirely. - Opt-out is honoured and recorded like any suppression, whichever channel it arrives on — including STOP on inbound SMS.
- The Assistant cannot clear a do-not-contact entry. Somebody who asked not to be contacted does not get one more message because the topic seems harmless.
The channels that can carry it are email and WhatsApp in practice. Outbound SMS — the classic survey channel — does not run on the live carrier at all, and in India would need DLT entity, header and template registration with the operators before any of it. WhatsApp is bounded by the provider's own template and session-window rules, which Connect exposes rather than simulates.
What Connect is not#
- A survey tool
- There is no rating, scoring, questionnaire or dashboard capability in the registry. What exists is a message, a reply, and a conversation on a relationship. If you need distributions and trend lines, that is a different product and this documentation will not pretend otherwise.
- A review collector
- Connect does not publish, repeat or repurpose a customer's words as a testimonial. Nothing in the product turns a reply into marketing copy on its own.
- A sentiment score
- A reply is text on a relationship. Reading it as a number is an interpretation, and one this documentation makes no claim about.
- An anonymiser
- Feedback arrives attached to the person who sent it, because it arrived on their conversation. If you need anonymity, ask somewhere else — this is the wrong instrument.
What to do with an answer#
Let the reply land on the relationship as an ordinary conversation.
Result It is in Customer 360 and the timeline, next to the case or the deal it is about, where the next person to speak to this customer will see it.
Write anything durable about that person as memory at the contact tier.
Result 'Prefers a written summary after every visit' applies to future work automatically and can be read and forgotten by anyone with access.
Open a support case if the feedback is actually a complaint.
Result It gets a resolution path rather than sitting in a thread as a grievance nobody owned.
Resist promoting the reply into Knowledge.
Result Knowledge is what answers are grounded in. A customer's opinion promoted to a source becomes something Connect will assert to other customers as though it were a fact about your business. Facts belong there; opinions belong on the relationship.
That last step is the one worth arguing about internally. Source conflicts are surfaced rather than silently resolved, so a stray opinion in Knowledge does not vanish — but it does start competing with your documentation for the answer, which is not what anyone intended when they filed it.
Where the money goes#
Almost nothing. One short model call per request, grounded in a record already loaded, with the plan's daily allowance as the ceiling. Replies cost another. The only way to make feedback collection expensive is to do it by phone, where audio tokens run at four times the text input rate and the session is re-billed for its whole context every turn — for a question that reads better in writing anyway, and that a customer can answer when it suits them.
Questions#
Does Connect calculate a satisfaction score?
No. There is no rating, scoring or survey capability in the product. Feedback arrives as text on a conversation attached to a person. Anything numerical you want from that is analysis you do elsewhere, and this documentation makes no claim that the product does it for you.
Should a good reply go into Knowledge so Connect can quote it?
Almost never. Knowledge is what answers are grounded in, so a customer's opinion filed there becomes something Connect may assert to other customers as a fact about your business. Keep opinions on the relationship, where they inform the next conversation with that person without becoming a source.
Can we ask for feedback by text message?
Not on the live carrier, which carries no SMS. Email and WhatsApp are the workable channels, with WhatsApp bounded by the provider's template and session-window rules. In India, SMS would additionally require DLT registration with the telecom operators — a process with them rather than a setting here.