Learn how to configure your tool's feedback form, including title, rating icons, and custom fields.
Who is this for?
Users who want to customize how customers submit feedback through their tools.
Prerequisites
A tool created (feedback is always enabled)
Access to the tool detail page
What you can customize
Feedback form title
Rating icon style (heart, smiley, or star)
Custom field visibility and settings
Custom field name and prompt
Step-by-Step Instructions
1. Navigate to Feedback Settings
Go to the Tools page and click on your tool
Find the Feedback section
Click the Settings button in the Feedback section
IMAGE HERE (Screenshot of the tool detail page showing the Feedback section with the Settings button highlighted)
2. Edit Feedback Title
In the Title field, enter the heading customers will see on the feedback form
Examples:
IMAGE HERE (Screenshot of the feedback settings showing the Title field)
3. Choose Rating Icon Style
Select the icon style customers will use to rate their experience:
Emotional and friendly
Good for hospitality and personal services
Casual and approachable
Good for retail and casual dining
Professional and traditional
Good for formal services and products
Select your preferred icon from the options: Heart, Smiley, or Star
IMAGE HERE (Screenshot showing the rating icon selector with three options: Heart, Smiley, and Star, with visual examples of each)
4. Configure Custom Field
Show a required field that all customers must complete
This is useful for collecting specific information like room numbers, table numbers, order IDs, etc.
#### To Enable Custom Field:
Toggle Show Custom Field to ON
The custom field configuration options will appear
IMAGE HERE (Screenshot showing the Show Custom Field toggle switched to ON)
#### Configure Field Name:
Enter the Field Name (what customers see as the label)
Examples:
Keep it short and clear
IMAGE HERE (Screenshot showing the Field Name input with example "Room Number")
#### Configure Prompt Message (Optional):
Enter the Prompt Message (placeholder text shown inside the field)
This guides customers on what format to use
Examples:
IMAGE HERE (Screenshot showing the Prompt Message field with example "Room 1")
#### To Disable Custom Field:
Toggle Show Custom Field to OFF
Customers won't see or need to fill in this field
5. Save Your Changes
After configuring all settings, click Save Changes
Wait for the confirmation message
IMAGE HERE (Screenshot highlighting the Save Changes button at the bottom of the feedback settings)
Expected Result
The feedback form will display your custom title
Customers will use the selected rating icon style
If enabled, customers must complete the custom field before submitting
Changes take effect immediately for new feedback submissions
Common Mistakes
Vague custom field name: Use specific labels like "Room Number" instead of generic ones like "Details".
Confusing prompt message: The prompt should show an example format, not instructions.
Wrong icon for brand: Choose an icon style that matches your brand personality.
Making custom field optional: NEEDS CONFIRMATION: Whether the custom field can be made optional instead of required.
Not saving changes: Always click "Save Changes" or your settings won't be applied.
Troubleshooting
Custom field not appearing: Ensure the "Show Custom Field" toggle is ON and you clicked "Save Changes".
Rating icons not changing: Clear your browser cache and test the tool link again.
Changes not saving: Verify all required fields are filled and try again.
Customers confused by custom field: Review your field name and prompt message for clarity.
Best Practices
Title Selection
Clear and inviting: Use friendly language that encourages honest feedback.
Brand voice: Match your brand's tone (formal, casual, friendly, etc.).
Action-oriented: Consider using questions or calls to action.
Icon Selection
Industry alignment: Stars work well for most industries, hearts for hospitality, smileys for casual businesses.
Consistency: Use the same icon style across all your tools.
Customer familiarity: Consider what your customers are used to seeing.
Custom Field Configuration
Only when necessary: Only enable custom fields if you truly need the information to action feedback.
Clear labels: Use field names that are immediately understandable.
Example prompts: Always provide example formats in the prompt message.
Data validation: NEEDS CONFIRMATION: Whether there's validation for custom field formats.
Use Cases for Custom Fields
Hotels/Accommodations: Room number, booking reference
Restaurants: Table number, server name
Retail: Order number, product SKU
Events: Ticket number, seat location
Services: Appointment ID, technician name
Next Steps