Wizu Help

Not sure what to do? Well below is a quick guide to everything you need to know about the Wizu portal. Jump to the relevant section below.

Manage Scripts
Edit Script
Bots
Insights
Settings

 

Home

Below are the options available on the Wizu portal landing page.

Create a script

Create a new script using one of the provided templates.

Edit an existing script

If you have already created scripts previously you can view/ edit/ copy or publish them here. You can also export data for each script.

View my account details

View and update your account details including your company name, language and subscription options.

Create a new user

Add a new user to your account and manage their permissions.

View results

Here you will find all the data and insight you need from any current or previous scripts.

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Manage Scripts

This section will show you the available options in the ‘Manage Scripts’ section of the portal.
On this page you can view all your previously created scripts, create new scripts, export data and more. Each option is explained below.

Quick Create

Click ‘Quick Create’ to quickly create a new script based on the default template. This will copy across information such as the script name and title which you can then edit and amend the script.

Create from gallery

This will allow you to select a template in order to generate a new script.

Edit

With a script selected you can then click edit to make changes to your script including adding new topics, changing the bot or changing the conversation text.

Copy

With a script selected you can click copy in order to duplicate the script and can then go on to make adjustments to your new version if suitable. The script you copy will remain saved in its original state.

Export

Select a script and then click Export Data to export the raw data from that conversation.

Delete

Select a conversation and then click delete to remove that script entirely. You can only delete conversations that have not generated any responses.

Show inactive scripts

This toggle button will let you decide whether to show or hide inactive scripts. Scripts can be made inactive within the general tab of the edit script page.

Refresh

Select this to refresh the current view with the latest changes.

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Edit Script

This section will show you the available options in the ‘Edit Script’ section of the portal.
This where you manage all aspects of your script from the title, the subject, the topics you want to cover and the bot you want to use. Below we will run through each area of the page in more detail.

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Save

This allows you to save the latest changes to the script.

Copy

This allows you to copy the existing script to generate a new version. You can give this a different name, select a new bot and change the conversation. The old script will remain the same.

Preview

This allows you to preview the conversation without having to publish it or collect live responses. You can preview in different device views and also share the preview URL for others to test.

Publish

This will publish the script in its current state. If you come back and make amendments to your script you will need to publish it again in order to generate the new version of that chat.

 

Script

Home

The name is for your reference only and will be the name shown on the manage scripts page and in reporting. The title will show at the top of that chat view and will be used within your e-mail template. The text field will be displayed in the left hand section of the chat view before the list of things that will be covered.
Here you can also control whether the script is active, if you want to allow anonymous responses and if you want to enable social sharing and complaint capturing for NPS templates.

Bot

Here you can jump to edit the bot currently assigned to your script or click change bot to assign another bot to this conversation.

Subject

The subject text will be used to inform your customers of the subject of the conversation. Subjects are typically going to be nouns such as a product, a case resolution, a service, a hotel visit, a trade show. The subject will be used in reporting and also within the bot itself (“today we would like to talk to you about your ‘hotel visit’. The description field can also be populated, this will not be shown to the respondent but can be used for your own reference.

 

Dialogues

Dialogue are sections of your survey where questions are grouped together. You can add questions within dialogues and add as many additional dialogues as you like. Below we explain the default dialogues you will usually find in your script.

Introduction

The name section allows you to change how this section is displayed within the chat view. You can then select one of the existing questions and amend the text being careful not to remove any context tags or removing any instructions the respondent will need to proceed.

Net Promoter Score

If you have used a template dialogue such as NPS then you can edit this dialogue. The name section allows you to change how this section is displayed within the chat view. You can then select one of the existing questions and amend the text being careful not to remove any context tags or removing any instructions the respondent will need to proceed. You can also remove this dialogue from your script.

Common exit

This is the end of the survey. The name section allows you to change how this section is displayed within the chat view. You can then select one of the existing questions and amend the text being careful not to remove any context tags or removing any instructions the respondent will need to proceed.

Add Dialogue

This will bring up a list of dialogue templates that can be added. Only one CX measurement template can be added per survey. You can choose an empty dialogue to just add your own set of questions. When a dialogue is added you can simply click into a question to edit it or click the plus icon to choose from the list of available question types to add.

AI Topic

Clicking + AI Topic will add a new topic to the survey. These are essentially touch points you might want to add that you can either generate questions on or use for Intelligent Prompting. Please view our Intelligent Prompting help for more detail on this.
Click the ‘Add new topic’ link at any point to add a new topic within the dialogues section.

Any meeting or conversation can have a list of topics that need to covered. These can be thought of as agenda items or discussion points and should relate to the subject. Topics are general areas to be measured and could relate to a specific department. Reporting will be calculated per topic. If your subject was a hotel visit then topics might include location, room and service. The overall question(s) asked regarding the topic are set in the ‘Topic Generation Template’.

Each topic can then contain a number of ‘Aspects’. The questions can ask respondents to rate individual features of the topic and typically they will be asked to rate the aspect. Using the above example of the hotel with the topic ‘Room’, aspects could include Bed comfort, cleanliness and facilities. When a topic is selected you can click ‘Add new aspect’ to add additional aspects to your topic. You can then enter the name for the topic in the text field and a description. The questions asked regarding the aspects are set in the ‘Aspect Generation Template’.

You can change the order of topics and facets by using the up and down arrows or remove them by clicking the ‘X’.

 

Reference Dialogues

Reference dialogues are pre-set responses that are built in to the conversation. Depending on a user response there can occasionally be multiple bot responses available and here you can amend the wording to your liking.

Already-completed

If a respondent tries to re-take a conversation that has already been completed this is the message that will be shown.

Completed

These are the messages that will appear once the respondent has completed the conversation.

Quit

These are the responses shown when a respondent requests to quit the conversation.

Help

These are the responses shown if a respondent requests help. We recommend leaving the pre-set responses.

Compliment

The questions here are displayed when the respondents reach the social sharing section of the conversation if they have given positive ratings.

Complaint

If a customer leaves negative responses then these are the responses that will be shown to help the customer raise a complaint. Here we can collect contact information so you can follow up directly with the customer.

 

Collect

Here you will manage the various ways you can start to collect responses from your survey.

Invitations

On the invitations page you can select to upload a spreadsheet containing your customer invitations. Please download the template first and follow the instructions within the spreadsheet to ensure your file is in the correct format. Your data needs to be in a .csv or .xlsx format and can be no more than 100kb.

The invitations view will show all uploaded invitations and their current state.

Invite Identifier

This is the unique code generated for the customer that becomes part of the url they will be sent in the invitation.

Invitation Link

The unique URL that is generated for each respondent. You can take this to send them the link directly if required.

Customer Respondent Key

The unique key that you assigned to each customer in your invitation upload.

Email Address

The e-mail address associated with the customer and the address the invitation was sent to if requested.

Issued (UTC)

The date and time the invitation was originally issued (in UTC)

Status

The current status of the upload. ‘Pending’ means we are still currently processing your upload.

Email

The current state of your e-mail invitation. ‘Pending’ means we are still in the process of sending out your invitations. ‘Sending’ means we are currently in the process of sending the e-mail. ‘Succeeded’ means your e-mail has been sent. ‘Failed’ means something has gone wrong – please correct your data and upload the file again.

Post Upload

After you have uploaded your data you will see a progress bar that will let you know when the file has finished uploading. At the bottom of the screen you will also be shown a summary of the action taken and a line by line breakdown of the individual actions. You can click ‘Return to invitations’ to go back to the previous view.

Embed

Wizu can be hosted on your website via an iFrame. Simply copy the HTML snippet and add to the relevant location on your website.

Pop Up (Coming Soon)

Here you can control the settings for your website pop up and copy the code needed to embed the pop up onto your site.

 

Act

This is where you will find the options available for the post survey experience.

Dashboard

View a general overview of the survey performance including number of responses, completion rate and overall metrics.

Workflow

Workflow is where you will set all your automated actions. If you are integrated with Salesforce you can choose your integration and set up your Salesforce workflows. If you are not utilising Salesforce you can set up a number of different workflows based on response criteria such as if an NPS rating was lower than a certain level or if the respondent gave a specific answer to the question. You can then add an email action and create an email template that could be sent to the respondent, to a member of staff or anywhere you choose.

Export

This allows you to export the completed data for the selected script. You can apply a filter based on the date the conversation was completed or simply export all data to excel.

 

Assistance

The assistance area has some how-to videos to help you get started with Wizu along with some conversation ideas that can help provide you some conversation ideas.

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Bots

This section will show you the available options in the ‘Bots’ section of the portal.
The ‘Bots’ page will show all the bots currently available in your account. You can select a bot and click edit to amend this bot or select ‘Create new bot based on selected item’ to generate a new bot with a previous bot as the starting point.

On the ‘Edit Bot’ page you can edit the name, look and language used by your bot. Remember any changes you make to the bot will affect all conversations using this bot. There are three main tabs you can edit.

General

Give your bot a name, set your social links and adjust the speed of the bot.

Appearance

Upload your bot image, a header image, choose your colour scheme and change things like the font and background image.

Chat Messages

These are the default chat messages that the bot will display in a conversation. These are system defaults and can usually be left as they are. You can filter below and can expand or minimize each section. You can override a number of these messages within an individual conversation if required. Changes to the bot won’t get reflected to the respondent until the conversation is published.

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Insights

This section will show you the available options in the ‘Insights’ section of the portal. You can filter the reports in the left hand side selecting one or multiple scripts depending on the type of report. You can also filter by date and satisfaction types

 

Dashboards

This section will show you a number of general dashboards available.

Start Board

The start board will show you overall metrics such as number of responses, completion rates, avg duration and overall satisfaction metrics.

Simple Board

If you are utilising text analytics this will show you some of the common themes being talked about.

NPS Board

Dashboard providing insight relation to Net Promoter Score.

Lifecycle Board

View the state of your responses such as the number of invitations sent out and the number of abandoned surveys.

Dropout Board

Identify questions that respondents are dropping out from.

 

Question Summaries

You can only select one script when using this dashboard but it will allow you to view the script, select a relevant question and see a range of charts and grids displaying the answers against each question. You can also check correlations against other questions and export data or images of charts.

 

Individual Responses

View the latest responses in a grid and click to view the transcript of the full conversation.

 

Text Analytics

Select a script with a text analytics questions enabled and you can view a themes overview which give you an at a glance view of positive and negative themes along with the areas that are having the biggest impact. You can also view the text analytics board which will show the common topics being mentioned in your survey along with the associated sentiment score and count of mentions. You can also expand this to see some recent examples along with ‘Theme Descriptions’ which identify the common phrases people are using to describe this topic.

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Settings

This section will show you the available options in the ‘Settings’ section of the portal. To access settings, click on your name in the top right and choose from the available options.

Profile

Edit your user name, e-mail address and culture from this view.

 

Account

Change your company name and default language customer on this page. You can also view your current subscription plan and manage your users and integrations.

 

Users

From your account page select ‘Manage Users’. Select a user and click edit in order to update that users details. You can also hide all inactive users from this view, add additional users or manage users permission levels.

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