Webitel: Documentation
Webitel: Documentation
Breadcrumbs

Configuration of post-processing flow for email evaluation

1. Purpose

It is used to give the client the opportunity to evaluate the quality of the provided consultation. The client receives an email with buttons to rate the quality of the response.

2. Configuration

2.1. Creating the flow

On the workspace, add the components in the following sequence:

Start → Form Select → Custom code → Generate Form → Send email → Attempt Result.

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Fig. 1. General flow

2.2. Configuring the “Form Select” component

  1. On the toolbar, select the Form Select component and drag it into the flow.

  2. In the Id field, enter lang.

  3. In the Options source field, select input.

  4. Add all available languages to the list (for example: en, ru, uk, es, kz, vi, pl, ro, uz).

image-20250926-100402.png
Fig. 2. Form Select component

2.3. Add the “Custom code” component

  1. Add the Custom code block to the flow.

  2. In the Custom code field, insert the JSON code:

{
    "feedback": {
        "setVar": "hk",
        "sourceId": "${message_id}"
    }
}
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Fig. 3. Custom code component

2.4. Add the “Generate Form” component

  1. Drag the Generate Form block into the flow.

  2. In the Id field, enter send.

  3. In the Body contents section, add the variable: lang.

  4. In the Form actions section:

    • In the Id field, enter a value (for example, id).

    • In the Text field, enter the button label (for example, Send).

    • Choose the button color, for example, primary.

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Fig. 4. Generate Form component

2.5. Add the “Send email” component

  1. Drag the Send email block into the flow.

  2. Fill in the main fields:

  • To — recipient’s address;

  • Subject — email subject;

  • From — sender’s address;

  • Message — email body in HTML format:

<html lang="en">
  <body>
    <div>
      <p style="font-size:16px;font-weight:300;line-height:24px;color:#000;">
        Good afternoon!  
        <br>
        Dear customer, thank you for your request! ${message_id}  
        <br>
        Please answer the question. Your opinion is very important to us!
      </p>
      <p style="margin-top:32px;font-size:16px;font-weight:700;line-height:24px;color:#000;">
        Was your question resolved?
      </p>
      <div>
        <a style="margin-right: 32px;" href="https://test.webitel.me/workspace/feedback-page?hk=${hk}&lang=${lang}&rating=1" target="_blank">
          <img style="width:120px" src="IMAGE_LINK_YES"/>
        </a>
        <a href="https://test.webitel.me/workspace/feedback-page?hk=${hk}&lang=${lang}&rating=0" target="_blank">
          <img style="width:120px" src="IMAGE_LINK_NO"/>
        </a>
      </div>
    </div>
  </body>
</html>

Note: the image links must be replaced with the required ones.

image-20250926-101402.png
Fig. 5. Send email component

  1. Enable the Use variable toggle if you want to use a variable for contacts.

  2. Enter the email profile ID in the Profile field (for example, 20), which will be used for sending the email.

  3. Enable the Store toggle to allow outgoing messages to be sent.

  4. In the Retry count field, specify the number of attempts to resend the message after a failure (for example, 3).

  5. Enable the SMTP Auth toggle. After that, the User and Password fields (your Webitel account data) will be filled automatically.

  6. Fill in the parameters:

    • Port (for example, 587) — value taken from the configured email profile;

    • Server (for example, outlook.office365.com) — value taken from the configured email profile.

  7. Enable the TLS toggle for a secure connection.

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Fig. 6. Send email component

2.6. Add the “Attempt Result” component

  1. Add the Attempt Result block to the flow. This component is used to check the result of the email sending.

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Fig. 7. Attempt Result component

3. Display in Workspace

  1. The agent receives a message from the client in Workspace. They click the Accept button (Fig. 8) to take it into work.

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Fig. 8. Accepting a message in Workspace

  1. After accepting the message, the post-processing form opens. The agent selects the language (Fig. 9) in which the client will receive the feedback email with evaluation buttons, and then clicks the Send button (Fig. 10).

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Fig. 9. Language selection
image-20250929-133443.png
Fig. 10. Send button

  1. The system sends an email to the client. The email contains the configured text and two buttons with images (Fig. 11).

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Fig. 11. Example of the client’s received email

  1. The client clicks one of the buttons to respond. The choice is automatically recorded in the system:

  • If no evaluation has been submitted yet, the system saves the response and shows the client a page confirming successful submission (Fig. 12).

sucess.png
Fig. 12. Successful response page

  • If an evaluation has already been submitted, the system does not accept a repeat response and shows the client an error page (Fig. 13).

error.png
Fig. 13. Error page

Note:

  • The client can submit their evaluation only once.

  • Repeated clicks on the buttons do not change the result.

  • The client’s evaluation does not affect the operator’s evaluation — it is stored separately in the database (in Grafana, convenient for analytics).