Feedback Campaigns are a great way of collecting real feedback directly your users while they're using your website. You can trigger the campaign to ask the user for feedback based on a number of conditions. But default, we will display the feedback campaign to all users, for their first visit.

Note: Feedback campaigns require an active recording session for the user for it to fire. If you are out of credits, the feedback campaign will not fire.

1. Add a new campaign

To add a new Feedback campaign, navigate to the Feedback section of your domain project, and click "Add New Campaign":

1. Ask the right questions

Next, give your campaign a name:

Then, choose how you want to collect feedback from your users or website visitors. You can choose a Multiple Choice question, Free text large or small, as well as collect an NPS score about their experience:

Next, tell your users or website visitors thanks for their input. You can customize the text of the acknowledgment button as well:

3. Choose your colour and placement

In the next box you can choose the colour you want your feedback campaign to have - for instance you can have it match your brand colours.

You can also choose where on the page the campaign will show up or wether to show the full widget when it's triggered or only a minimised version - and the same for when it's discarded by the visitor.

If you want to further customise the appearance of your feedback campaign please see our article on Advanced Customisations of the Feedback Campaigns Appearance

Lastly, if you're on a Business plan or higher, you can choose to hide the Mouseflow branding from the campaign.

4. Trigger the campaign at the right time

The next box contains a number of controls for triggering your campaign.

The main elements here is the trigger itself where you can choose either:

  • Page load which will trigger the campaign as soon as the page is loaded

  • Delay where you can 1-30 second delay after page load

  • Scroll where you can choose to trigger the campaign when the customer has scrolled between 10- and 100% down the page

  • Inactivity which lets you trigger the campaign whenever a user is inactive for a period of time between 10 seconds and 2 minutes

  • Friction Indicators such as 'Mouse Leaves Page', 'Click Rage' or 'Click errors'. This setting allows you to address friction events directly by for example triggering the feedback campaign if a javaScript 'click error' happens on the page

  • Manual trigger the last option is the manual trigger which gives you complete control of when to trigger the feedback campaign using code on your own site. You can read our complete guide to Triggering a campaign using code here.

Apart from the triggers you can choose your campaigns persistence and you can designate on what pages and for what customer segments the campaign is to fire.

5. Get notified

The next box contains your options for setting up notifications when customers answer the feedback campaign.

You can choose to be notified either whenever there are any responses OR when a visitor responds to a specific question - and you can choose to receive your notifications either by email, slack or custom webhook.

6. Launch the campaign

Finally, the last box lets you turn your feedback campaign on and save it by clicking "Create Feedback Campaign".

You can pause the campaign at any time by turning it to Inactive.

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