Reactions let customers rate a public article in your Help Center. When a customer reacts negatively to an article, this sends an automatic reply, which opens up a conversation and gives you a second chance to resolve their problem. Your team can then make quick changes to the article based on this feedback.
See if your article answers your customer’s question
Once a customer finishes reading your article, they can let you know whether it answered their question by reacting with a happy, neutral or disappointed face at the bottom of the article in your Help Center.
Resolve your customer query and get feedback
When customers react with 😞 (negative feedback) on an article they are viewing whilst in your Help Center, they’ll get an automatic reply from your team in Messenger asking how you can help:
Your team can then resolve the issue and make quick changes to the article based on this feedback. This will reduce further disappointment and result in more happy customers 😃.
This automated reply will not be triggered when 😞 (negative feedback) is given on an article being viewed within Messenger - in these instances a button to "Send us a message" appears prompting the customer to start a new conversation with your team.
Turn off conversations from negative article feedback
If you want to turn off the automated conversations created when a public article is rated negatively, you can do this from Settings > Channels > Messenger > General under Control inbound volume.
Simply toggle off the setting "Let visitors/users start a conversation after a 😞 reaction in Help articles."
Improve articles based on your customers’ feedback
To understand how your customers feel about any article, just open it in Knowledge and view the Reports section in the "Details" panel to see how many and which customers reacted positively or negatively.
From here, you can also see how many people viewed the article, the number of conversations your customers have started from it and the actual conversations themselves.
Use conversation data to improve your articles
You should prioritize improving high traffic articles that get lots of negative reactions and conversations.
If a high percentage of customers were disappointed with an article we recommend looking carefully at the conversations the article triggered:
Open it in Knowledge and view the Reports section in the "Details" panel.
Click Show reports and look at the "Conversations" tab to see a list of conversations started from the article.
Reading the feedback your customers leave will help you fix broken content and reduce the number of negative reactions it receives.
Identify customers who've reacted to articles
When a customer reacts to an article, Intercom adds a custom attribute to their profile, called "article_id". This is the ID of the article they most recently reacted to, and you can use it to filter Contacts who've reacted to your articles.
To find people who have reacted to a specific article, you can find its ID in the URL in your Help Center.
Intercom also tracks an event for each article reaction, which you can use to filter Contacts in the same way:
If there are no customer reactions to your articles, these events will not appear as filters.
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