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Collect chat feedback via Tidio
Collect chat feedback via Tidio

Leveraging Kno links + Tidio to collect chat-based customer feedback

Updated over a week ago

Introduction

Connecting KnoCommerce and Tidio allows you to capture key customer feedback as they navigate and interact with your site. Tidio’s chatbots can detect specific user behaviors (like completing a purchase, attempting to leave the site, or finishing a support chat) and then send a message containing a KnoCommerce survey link.

This real-time approach to survey delivery can increase response rates, expose new opportunities for collecting feedback, and help you gather context-rich responses. In the following steps, we’ll cover how to set up each use case, from configuring triggers in Tidio to inserting your KnoCommerce survey link.

Prerequisites

Before you begin, make sure you have the following:

  • Tidio Account: The chatbot (live chat widget) should already be installed on your website. You should be familiar with Tidio’s Flows editor where you create chatbot workflows (triggers and actions).

  • Appropriate Page or Scenario Identified: Depending on the use case, know the specific page URL (for post-purchase), or decide when to trigger the survey (on exit intent, or after chat resolution).

Step-by-Step Setup

We will set up three separate chatbot flows in Tidio – one for each use case. Each flow will use a different trigger and then send a chat message with your KnoCommerce survey link.

1. Post-Purchase Feedback Survey (Thank You Page Trigger)

Trigger a survey when a customer lands on the order confirmation (thank-you) page, right after a purchase is completed. This helps you gather immediate feedback on the buying experience.

  1. Create a new flow in Tidio for post-purchase feedback

    1. In your Tidio admin panel, navigate to the Flows section

    2. Click on My Flows

    3. Click on Create from scratch and give it a descriptive name like "Post-Purchase Feedback Survey".

  2. Add a page-visit trigger

    1. From the list of triggers, add Visitor opens a specific page as the starting trigger of this flow​

    2. In the trigger’s settings, specify the URL of your order confirmation or "Thank You" page. For example, if your confirmation page URL contains /thank_you or /order-confirmation, use that. If the exact URL varies (e.g. includes an order ID), set the trigger to fire when the URL contains a consistent string (like /thank_you). This ensures the flow triggers on any order confirmation page URL.

  3. Connect a survey message action

    1. Next, add an Action node – choose Send a chat message

    2. Use the nodes to connect the action to the trigger

    3. In the message editor, craft a friendly thank-you and feedback request. For instance:

      “Thank you for your purchase! We value your opinion. Please take a moment to (share your feedback)[Kno Link] about your shopping experience.”

    4. Insert your KnoCommerce survey link in the message. Tidio allows hyperlink formatting in chat messages using Markdown syntax, so you can embed the URL behind text as shown above​.

  4. Save and activate the flow

    1. Once your trigger and message are set up, click on Activate

    2. Ensure the flow is turned on (not in draft mode) so that it will run on your site

  5. Test the post-purchase survey

    1. Perform a test checkout on your website or manually navigate to the confirmation page.

    2. The Tidio chatbot should automatically send the message with the survey link when the page loads.

    3. Verify that the message appears, and click the survey link to confirm it opens the KnoCommerce survey in a new tab (by default, Tidio opens external links in a separate tab, so the user isn’t navigated away from your site​)

Explore a step-by-step demo below:

2. Exit-Intent Survey (Visitor About to Leave)

Prompt users with a survey when they show exit intent – for example, if their mouse cursor leaves the webpage (often indicating they might close the tab). This can help capture feedback from visitors who are leaving without making a purchase or converting.

  1. Create or open an exit-intent flow

    1. In your Tidio admin panel, navigate to the Flows section

    2. Click on My Flows

    3. Click on Create from scratch and give it a descriptive name like "Exit Intent Feedback".

  2. Add an exit-intent trigger

    1. Select the Mouse leaves window trigger from Tidio’s trigger options and add it to the start of this flow. (Note: This trigger fires when a visitor’s mouse cursor leaves the webpage area for a few seconds​)

    2. You don’t need to specify a URL for this trigger – it works on any page of your site by default.

  3. Attach a feedback message action

    1. Next, add an Action node – choose Send a chat message

    2. Use the nodes to connect the action to the trigger

    3. In the message editor, craft a friendly thank-you and feedback request. For instance:

      “Before you go, could you spare 1 minute to tell us how your experience was? Please give us your feedback — we really appreciate it!”

  4. Save/activate the flow

    1. Once your trigger and message are set up, click on Activate

    2. Ensure the flow is turned on (not in draft mode) so that it will run on your site

  5. Test the exit-intent trigger

    1. Open your website in a desktop browser (exit-intent triggers are most effective on desktop, as there is a detectable mouse pointer)

    2. Move your cursor as if you are going to close the tab or browser window

    3. After the cursor leaves the page area, the chatbot message should pop up within a couple of seconds

    4. Verify the timing feels appropriate and that the survey link works when clicked

Explore a step-by-step demo below:

3. Post-Support CSAT Survey (After a Chat Session Ends)

After a live chat support session, it’s great to ask the customer how it went. We’ll set up a chatbot flow that sends a Customer Satisfaction (CSAT) survey link once an operator marks the chat as solved/closed.

Setting up the Post-Support CSAT Survey chatbot:

  1. Access Flows Launcher

    1. In your Tidio admin panel, navigate to the Flows section

    2. Click on My Flows

    3. Click on Flows Launcher (bottom of the page)

  2. Access closing message

    1. Expand the option for "Flow ended chat message"Add the Operator marks conversation as solved trigger as the start of the flow​

      help.tidio.com

  3. Edit the message

    1. Write a brief thank you and ask the user to fill out the survey. For example:

      “Thanks for chatting with us! Please let us know how we did today by filling out a quick satisfaction survey: [Link] Your feedback helps us improve our support 👍.”

    2. Note: Hyperlinking is not available for Closing Messages, so the full URL will be visible

  4. Wrapping it up

    1. Saving is not required for the Closing Message. Once you edit, the message is now live

Explore a step-by-step demo below:

Best Practices

  • Keep it short and clear: Customers are more likely to respond if the survey is quick. Mention upfront that the survey only takes a minute or is a few questions long. A concise, friendly prompt will yield better results than a long-winded message.

  • Personalize when possible: Use the customer’s name or other personal touches in the chatbot message to increase engagement. Tidio’s chat messages can include contact properties like the visitor’s name for personalization. For example, “Hi John, we hope you enjoyed your purchase...” feels more personal than a generic greeting.

  • Test and refine timing: Pay attention to when the survey prompt appears. For page load triggers (like the thank-you page), you might add a short Delay action (e.g., 5 seconds) before the message, so the customer isn’t hit with a chat message immediately upon page load. For exit-intent, ensure the message appears promptly before the user actually leaves. Tweaking timing can improve the chance that visitors notice and click your survey link.

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