When someone clicks thumbs-down, we want a system to ask for their name, email, and summary of their chat to send via email to our support team so that they can follow up directly to that customer. Anyone know how to build this?
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Great question, and yes you can absolutely build this.
The approach I would use is a combination of your main chatbot plus an Action that triggers when things go sideways.
Here is the setup:
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In your prompt, add instructions like: If the user expresses dissatisfaction, frustration, or indicates they need further help, ask them for their name, email address, and a brief summary of their issue so we can follow up directly.
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Add an Email Action (or a Zapier/Make Action if you want it routed to a ticketing system). Set the trigger prompt to something like: After collecting the user’s name, email, and issue summary, send an email to your support address with the subject line containing their name and include all the details they provided.
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For the thumbs-down specifically, the tricky part is that Pickaxe’s built-in thumbs up/down is a feedback mechanism that happens after the conversation. If you want to catch dissatisfaction mid-conversation, you are better off building that detection into your prompt logic rather than relying on the thumbs-down button itself.
The alternative approach: use a Zapier or Make Action as your connector. When the chatbot collects the support info, it fires a webhook to your automation platform, which then creates the ticket in whatever system your support team uses (email, Freshdesk, Zendesk, etc.). One Action can trigger unlimited automations downstream.
If you want to keep it simple and just need email, the built-in Email Action works great. If you need it routed to a proper ticketing system, go the Zapier/Make route.
Happy to share more details on the trigger prompt setup if you need it.
That already happens! Sort of. When a user gives feedback, Pickaxe sends the owner of the studio an email; inside is the user’s email and the comments. Here is an example:
thanks - I didn’t realize that it grabbed the email. I think we have our bot set to not ask for email - when is the email ask? If there isn’t one on our bot, can we add that to the feedback flow? Name, email, phone, etc.
this is perfect - we use make, so I can build this pretty easily.
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From my understanding you can’t add anything else, as it doesn’t ask for email; it just uses whatever the user’s logged-in email is.