Feedback

Do

Provide the feedback feature for every Joule-generated response, even if the feature is unavailable.

Don't

Don’t use the feedback feature for responses or notifications that are not generated by Joule.

The thumb icon buttons are placed inside the response actions of the associated Joule-generated response.

A. Thumbs Up

Used for submitting positive feedback for a Joule response.

B. Thumbs Down

Used for submitting negative feedback for a Joule response.

Anatomy of thumb icon buttons

The feedback selection view consists of a modal bottom sheet with the following component features.

A. Drag Handle

Used to collapse the bottom sheet.

B. App Bar

Displays the “Close” icon button and bottom sheet title.

C. Feedback Categories

Displays a list of single selection feedback category chips.

D. Text Input

Used to enter text.

E. Footer

Contains the “Submit” button for submitting feedback.

Anatomy of feedback selection view

To submit positive feedback, the user can tap the “Thumbs up” icon button. A snackbar appears to confirm the submission, which the user can manually dismiss.

Submitting positive feedback for a Joule-generated response

To submit negative feedback, the user can tap the “Thumbs down” icon button. This opens the feedback selection view. In the feedback bottom sheet, users can edit their negative feedback submission by:

• Selecting a new feedback category

  • A category must be selected to submit negative feedback
  • “Not specified” is always the last category and is selected by default

• Adding free text (optional)

Once users have edited their negative feedback, they can submit it by tapping the “Submit” button. A snackbar appears to confirm the submission, which the user can manually dismiss.

Submitting negative feedback for a Joule-generated response

The user can cancel their negative feedback submission by either:

• Tapping the “Close” icon button.
• Tapping outside the modal bottom sheet.
• Collapsing the bottom sheet using the drag handle.

If the user performs any of these actions, negative feedback is not submitted. However, if they select a non-default feedback category or enter text in the input field, that information is saved in case they reopen the bottom sheet by tapping the “Thumbs down” icon button again.

Methods for canceling a negative feedback submission

A retrieval error occurs when:

• The feedback functionality as a whole can’t be retrieved
• The feedback categories associated with the Joule response type can’t be retrieved
• Previously submitted user feedback can’t be retrieved

Error handling for a retrieval error

A submission error occurs when the user is able to open the feedback selection view, but a technical issue prevents the feedback from being submitted. If this happens, an illustrated message appears within the feedback bottom sheet, informing the user that their feedback was saved but not submitted, and prompting them to try again later.

Error handling for a submission error

The feedback selection view always fills the width of the Joule panel, while the bottom sheet adjusts its height to fit the content. On compact screen heights, the bottom sheet content may extend behind the “Submit” button footer.

Joule feedback selection view in a compact width and height (left) and medium/expanded width and compact height (right)