HappyOrNot AI can automatically categorize open feedback items to make it easier to filter out irrelevant feedback and focus on the ones that matter.
When open feedback categories are enabled, all new open feedback is automatically processed and categorized by the HappyOrNot AI. Note that open feedback given before categorization was enabled will not be processed through HappyOrNot AI.
The category data is included in the Feedback data and Raw feedback data (CSV) and Follow-ups and open feedback (Excel) exports, and can also be fetched with the HappyOrNot API.
Categories
Relevant: Relevant feedback (excludes, for example, generic one word feedback such as 'Hello' or 'Nice'). This filter is always on by default in the Open feedback widget.
Spam: Nonsense feedback
Profanity: Feedback contains swear words, slurs, or other offensive terminology.
Harmful: The content of the feedback may be offensive or harmful.
Appreciation: Feedback with explicit positivity or gratitude.
Personal feedback: Feedback that mentions a specific person either by name or by description.
Room for improvement: Pain points and feedback that includes suggestions for improvement.
Urgent: Feedback that requires immediate action. It can be time-critical, have potential for concrete action, or be otherwise high in relevance or severity.
Hide or show irrelevant or harmful feedback
By default, only Admins can see open feedback categorized as Spam, Profanity, or Harmful in the Open Feedback widget.
To view Spam or Harmful feedback, select Show and the relevant option. To view feedback containing Profanity, select Content Filtering > View profanity.
If you have Admin rights, you can change which users are allowed to turn off the filtering so they can see open feedback that contains profanity and harmful content by editing their Data Access. For more information, read Edit a user's role and access.