User Guide

If at any point you require any help then please email with as much information as possible or use the live chat on the site to speak to one of our team. You can also use the help guide on the right hand side of each page on the portal to give you tips on what to do on each section.

Click on the desired topic below for more in depth help or view or general walk through and FAQ’s below.

Salesforce Help

Getting Started

Follow these 5 steps to get your account up and running, connected to Salesforce and collecting responses.

Integration Guide

How to connect your Salesforce and Wizu account plus how to disconnect or switch accounts.

Set Up Guide

More detailed explanations of everything from mapping fields to creating email templates.

Walk Through

Create your account

To get started please go to the portal and follow the instructions to create an account.  You can create an account using your email address or alternatively use a Microsoft social account. 

Wizu Account Page

The first time you login to your account you will be directed to setting up your account bot. After this you can create other bots either from the gallery bots or your account bot. To do this choose ‘Bots’ from the top menu, select the gallery bot that you want to use as the starting point for your bot and click copy. This will copy over the settings used by these bots but you are able to customize these for your new bot. Give your bot a name and enter the image URL you want to use. You will also be able to change the colours used in the chat theme, upload a logo and adjust the chat messages used by the bot.

You will add individual topics and aspects when you create a conversation so here you are simply adjusting the generic bot template.

Wizu Bot Selection
Bot Substitutions
choose your template

On the Scripts page, select ‘Create from Gallery’ and choose from one of the available templates. You can then name the conversation, select the subject and choose which bot will be used. Please see the on page help for more information on what each value refers to.

The bot substitution sets can be overwritten within an individual conversation and you can add any topics or aspects you want to measure. Topics are the main areas you want to discuss with your customer. For example, if you are getting feedback for a hotel stay, topics might include the location, the service and the room. Each topic can then have multiple aspects assigned. So for example when asking about the room the aspects might include the facilities, the cleanliness etc.

You can also add empty dialogues which allow you to put together different question types and statements.

Once you are happy with the conversation you can preview it to see how it would look for a respondent. Then you can publish your script and start to share it with your customers. 

upload your invitations

When you have tested and published your script you can then invite people to your conversation by uploading contact information. You can download a template file that has instructions for the format your file should be in. Here you can also add customer specific context information that you can then refer to in your conversations. To do this, update your conversation using the tag format {context.columnheader} eg. {context.firstname}.

Wizu Invitation Image
chat view

You can send out invitations to your customers via email and they can then complete the chat through the web portal. The invitation email will include context such as the subject of the conversation, the customer first name and the avatar for the bot assigned to the script.

Respondents can answer using a keyboard or mouse and there a number of answer types available for star ratings, facial emotions or open text answers.

Topics can be created based on either the standard topic template or a grid template. The standard topic template will ask respondents to rate each aspect individually and each aspect can be rated by either a range of 3 emojis (poor, neutral or good) or 5 emojis (very poor to very good). There is also an option to leave a star rating out of 5.

The Topic Grid Template will ask respondents to rate each aspect in one go in a grid view. Each individual aspect can be either be assigned the 3 or 5 emoji rating or the star ratings.

Wizu Chat View
gain insights

Gain valuable insights in real-time with our reporting dashboard. Get an overall look at your scores, see the response rates of each of your campaigns and filter by date, conversation and customer type.

You can also break the reporting down further by drilling into individual topics and aspects, view an answer word cloud to see the types of comments that your customers are using or simply export your data to use elsewhere.

Wizu Reporting


Go to the ‘Bots’ section within the portal, choose the bot you want to update and click edit. Select the ‘Appearance’ tab and scroll down to the ‘Bot Profile Image’ section and click to upload your image. You can see the bot image change in the chat preview to the right.

Go to the ‘Bots’ section within the portal, choose the bot you want to update and click edit. Select the ‘appearance’ tab and scroll down to the ‘Header Image’ section and either enter the image url or upload your picture.

Create or select the conversation you want to add a topic to and on the ‘Edit Script’ page you will see an option across the top for ‘Add new topic’. After clicking here, you can then name your topic in the ‘Text’ field and give it a description for your reference.

You can also select to display the aspect questions in a grid or not. The difference here is that a topic grid template will ask the respondent to answer on all aspects of the topic at the same time in a grid view. The standard topic template will ask each question individually.

You can update the default chat messages by editing the template at the bot level. However you can also override these at the individual script level.

Go to edit the script and adjust either the dialogues or reference dialogues you require. This will not edit the default substitutions for that bot.

Chat messages or substitution sets are essentially a way of overriding how your conversation appears to the respondent. By default each conversation will use the template from the bot assigned to it. Custom bots that you create will have their own substitution sets that will appear in the conversation but these can be overwritten within an individual script. These include questions asked, greetings and the appearance of the bot and that chat view.