Introduction

This workflow adds a Feedback custom record type and a Capture Feedback interaction when reading email messages.

Installation

This workflow is built into Cerb 11.0+. It will automatically update.

You can enable it from Search » Workflows » (+) » Capture Feedback.

Usage

When viewing any ticket profile, a new Capture Feedback button is available on received email messages.

By default, the entire message will be quoted as feedback. You can also highlight a passage to use as the quote before clicking Capture Feedback.

Select a Sentiment and click the Continue button to log the feedback.

Captured feedback records can be found at Search » Feedback.

Reference

You can build your own capture feedback workflow using this template as a reference.

Change occurrences of cerb.capture_feedback to your own workflow identifier. Use a prefix based on a domain you own (e.g. com.example.workflow).



workflow:
  name: cerb.capture_feedback
  version: 2024-10-14T00:00:00Z
  description: Capture user feedback while reading email messages
  website: https://cerb.ai/workflows/cerb.capture_feedback/
  requirements:
    cerb_version: >=11.0 <11.1
    cerb_plugins: cerberusweb.core

records:
  custom_record/feedback:
    fields:
      name: Feedback
      name_plural: Feedback
      uri: feedback
      params:
        owners:
          contexts@csv: cerberusweb.contexts.app
        options@csv: comments
  custom_field/feedback_comment:
    fields:
      name: Comment
      context: feedback
      uri: comment
      type: T
  custom_field/feedback_sentiment:
    fields:
      name: Sentiment
      context: feedback
      uri: sentiment
      type: D
      params:
        options@csv: Praise, Neutral, Criticism
  custom_field/feedback_author:
    fields:
      name: Author
      context: feedback
      uri: author
      type: L
      params:
        context: cerberusweb.contexts.address
  custom_field/feedback_source_url:
    fields:
      name: Source URL
      context: feedback
      uri: source_url
      type: U
  custom_field/feedback_is_closed:
    fields:
      name: Is Closed
      context: feedback
      uri: is_closed
      type: C

  card_widget/card_record_fields:
    fields:
      name: Properties
      record_type: feedback
      extension_id: cerb.card.widget.fields
      pos: 1
      width_units: 4
      zone: content
      extension_params:
        context: feedback
        context_id@raw: {{record_id}}
        properties:
          0@list:
            cf_{{records.feedback_author.id}}
            created
            updated
            cf_{{records.feedback_is_closed.id}}
            owner_id
            cf_{{records.feedback_sentiment.id}}
        links:
          show: 1

  profile_tab/tab_overview:
    fields:
      name: Overview
      context: feedback
      extension_id: cerb.profile.tab.dashboard
      pos@int: 1
      extension_params:
        layout: sidebar_left

  profile_widget/profile_record_fields:
    fields:
      name: Feedback
      extension_id: cerb.profile.tab.widget.fields
      profile_tab_id: {{records.tab_overview.id}}
      pos: 1
      width_units: 4
      zone: content
      extension_params:
        context: feedback
        context_id@raw: {{record_id}}
        properties:
          0@list:
            cf_{{records.feedback_author.id}}
            created
            updated
            cf_{{records.feedback_is_closed.id}}
            owner_id
            cf_{{records.feedback_sentiment.id}}
        links:
          show: 1

  automation/captureFeedback:
    fields:
      name: cerb.captureFeedback.interaction
      extension_id: cerb.trigger.interaction.worker
      description: Capture user feedback while reading email messages
      script@raw:
        inputs:
          record/message:
            record_type: message
            required@bool: yes
            expand: sender__label

        start:
          set:
            sentiments:
              praise:
                name: Praise
              neutral:
                name: Neutral
              criticism:
                name: Criticism
          await:
            form:
              title: Capture Feedback
              elements:
                textarea/prompt_feedback:
                  label: Feedback:
                  required@bool: yes
                  default@text,trim:
                    {% if caller_params.selected_text is not empty %}
                    {{caller_params.selected_text}}
                    {% else %}
                    {{inputs.message.content}}
                    {% endif %}
                sheet/prompt_sentiment:
                  label: Sentiment:
                  required@bool: yes
                  data@key: sentiments
                  default: Neutral
                  schema:
                    layout:
                      style: grid
                      headings@bool: no
                      paging@bool: no
                    columns:
                      selection/key:
                        params:
                          mode: single
                          value_key: name
                      text/name:
                        params:
                          bold@bool: yes

          record.create/feedback:
            output: record_feedback
            inputs:
              # See: https://cerb.ai/docs/records/types/feedback/#records-api
              record_type: feedback
              fields:
                name: {{prompt_feedback|truncate(200)}}
                author: {{inputs.message.sender_id}}
                comment: {{prompt_feedback}}
                source_url: {{inputs.message.record_url}}
                sentiment: {{prompt_sentiment}}
                is_closed: 0
                links@list:
                  message:{{inputs.message.id}}
            on_error:
              await:
                form:
                  title: Error
                  elements:
                    say/error:
                      content@text:
                        ## An unexpected error occurred.
                        ~~~
                        {{record_feedback.error}}
                        ~~~
              error: {{record_feedback.error}}

          return:
            alert: Feedback captured!

      policy_kata@raw:
        commands:
          record.create:
            deny/type@bool: {{inputs.record_type is not record type ('feedback')}}
            allow: yes

  toolbar_section/mail_read:
    fields:
      name: Capture Feedback
      toolbar_name: mail.read
      priority: 50
      is_disabled: 0
      toolbar_kata@raw:
        interaction/captureFeedback:
          label: Capture Feedback
          uri: cerb:automation:cerb.captureFeedback.interaction
          icon: conversation
          hidden@bool: {{message_is_outgoing}}
          inputs:
            message: {{message_id}}