By default, Self Help displays an Exit Feedback Pop-up when end users click the close icon on the widget. The pop-up collects feedback about the end user’s experience with Self Help to help improve its overall effectiveness.
How is the Exit Feedback Pop-up triggered?
- The Exit Feedback Pop-up appears based on a scoring mechanism where end users earn points through interactions with Self Help. These interactions include searching, viewing content, submitting feedback, or repositioning the FAB icon on the screen.
- Once an end user reaches a certain score through these interactions, the Exit Feedback Pop-up appears when they click the close icon on the widget.
- Each end-user can see the Exit Feedback Pop-up up to three times unless they submit feedback. Once feedback is submitted, the Pop-up no longer appears.
However, you can disable the Exit Feedback Pop-up for your Self Help. When disabled, end users stop seeing the Pop-up, even if they have not reached the required score.
Use the following steps to disable the Self Help exit feedback pop-up:
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On the Whatfix Guidance dashboard, click Settings.
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Click Advanced customisation.
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Click Technical configuration.
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Click Add preferences.
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Click Self Help.
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Select the Disable Self Help exit feedback checkbox.
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Click Add.
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Enable the Disable Self Help exit feedback toggle.
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Click Save.
