Customer Feedback Solution for Websites

Features › Feedback and Support

Overview Feedback & Support Survey & Lead Generation WebEngage Dashboard One-Time Integration

Set up a basic feedback form with your own categories

With all plans (including the free one), you can customize the colors in your feedback tab. The basic feedback form contains these four fields - name, email, category and message. You can add/modify and choose a default category for your widget. The "attach a screenshot ..." feature is by default enabled on your feedback window accessed via the tab.

Feedback tab in action on a customer's website

You can use the feedback form on your site in two ways - as a feedback tab or as an embedded iframe or both. Get the corresponding code from your dashboard. Once a user submits feedback on your site, apart from the feedback form fields each feedback thread in your dashboard also contains additional details on user's geography, URL of the page this feedback was submitted on, user's browser/platform etc. Replies can be posted from this thread itself. We send instant email notifications to the user and to site admin(s). User acknowledgement emails can optionally be turned off (read section 04).

Custom feedback categories. Manage at Dashboard > Settings > Feedback Configuration > Feedback Categories

Basic feedback window for all plans. This window can be used as a feedback tab or an iframe embedded page on your site

Customizing the feedback tab. Manage at Dashboard > Settings > Feedback Configuration > Feedback Layout

Add custom fields. Make them category specific (optional)

Your site is different from the rest. And so is your feedback form. WebEngage lets you design your own feedback form using our form builder. Your fields can also be made category specific. So, when a user selects "Issues related to payment" as the category, a text fields shows up underneath it asking for a mandatory "Order Id".

Note: This feature will only be available to users opting for the basic plan or higher.

Creating a custom field and linking it to categories

List of custom fields. Manage at Dashboard > Settings > Feedback Configuration > Custom Fields

Styling the feedback window

You can paint your feedback window the way you want to. We let you modify the CSS for the feedback frame. You can save and preview the changes in your dashboard. You can restore the CSS to default anytime. The CSS editor, currently, only works in Gecko browsers. To the rest, it will appear as a textarea field.

Note: This feature will only be available to users opting for the standard plan or higher.

CSS editor for feedback window. Manage at Dashboard > Settings > Feedback Configuration > Custom Styling

Whitelabel the feedback window. Customize email templates

With whitelabelled solutions, it is possible to replace our logo with yours in the feedback window. You can also modify the email templates that we use for notifying your users. There are two such emails - acknowledgement email that we send out to users submitting feedback on your site; and, reply email that we send once you reply to a user feedback from your dashboard. You can optionally turn off acknowledgement emails.

Note: This feature will only be available to users opting for the premium plan or higher.

Whitelabelling - use your logos. Manage at Dashboard > Settings > Feedback Configuration > White Label Settings > Logo & Message

Whitelabelling - custom email templates. Manage at Dashboard > Settings > Feedback Configuration > White Label Settings > Acknowledgement Email/Reply Email

Complete ticketing solution with Zendesk integration

If you are using Zendesk (or other ticketing solutions), we'll help you integrating WebEngage feedback emails into your existing ticketing work-flow. This feature is a work-in-progess and will soon be available. Please watch this section for updates.

Note: This feature will only be available to users opting for the standard plan or higher.

View screenshots from the feedback inbox in dashboard