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Metadata - Additional customer data

Metadata is a feature of Ask Inline which allows storage of additional data about feedback items and customers. This data is captured at the time that a customer provides feedback and the data is attached to a feedback item.

Example

The most common use of feedback metadata is to passing information that would normally be stored elsewhere, such as the application's database, into Ask Inline. This means that team members using Ask Inline to understand customers don't need multiple tools to evaluate the data. It's all inside Ask Inline.

In an application with multiple pricing tiers, understaning what tier a customer is on often helps in understanding the feedback that they are providing. This would be a reasonable piece of metadata to pass Ask Inline.

Automatic metadata collection

While Ask Inline is in in-app mode, some metadata is collected automatically such as the customer's browser. This includes what page they were on when they provided feedback, what browser they were using and several other pieces of information.

Full list of data that is collected automatically:

  • The customer's browser name.
  • browser version.
  • URL on which the survey was submitted.
  • customerId, see details in the section below.
  • testEmail, a special value that's' true when feedback is from a test email message.

Customer IDs, ensureing customers are tracked accurately

This section can be skipped for teams using email based feedback collection.

Customer IDs are used by the Ask Inline automation engine to ensure customers are tracked accurately and that they are not surveyed too ofthen. For in-app feedback, an automatic customer ID is assigned in cases where one is not provided. Automatic Customer IDs are a convience feature and should not be used long term.

Automatic Customer IDs are unreliable for customers who use multiple devices or browsers. To solve this problem, the customerId metadata can be used to provide your own customer ID for customers. We highly recommend that you use the customerId metadata. Doing so allows Ask Inline to accurate track unique customers across different devices and browsers.

You can use any data that is unique for each customer for the customerId metadata. It does not need to be the unique identifier used in your application's database.

While a customerId can be set to any string, some additional functionality is made available when an email address is used.

<!-- Note the data-customerId field -->
<script async
  data-customerId="customer81723"
  data-orgId="1"
  data-campaignId="1"
  src="./built/embed-component/embed.js">
</script>
<!-- Note the data-customerId field -->
<script async
  data-customerId="wes@askinline.com"
  data-orgId="1"
  data-campaignId="1"
  src="./built/embed-component/embed.js">
</script>

Providing additional customer metadata

Additional customer metadata can be provided via a <meta> tag located above the Ask Inline widget <script> tag. Customer metadata can be any data that you want to be associated with a customers feedback. Metadata is recorded on a per-feedback basis, old feedback items are not overwritten with new metadata.

Customer metadata, provided as a JSON string.

<meta 
  id="askinline-metadata" 
  content='{
    "first_name":"Amanda",
    "last_name":"Mills",
    "email":"amillsa@example.com",
    "payment_tier":"shaker"
  }'
/>

What it looks like in the Ask Inline dashboard

Once the Ask Inline widget is installed and enabled, feedback items will begin appearing inside the Ask Inline data dashboard. The feedback page of the dashboard contains a collection of feedback cards, each representing a customer's feedback.

Cards provide a summary of the data associated with feedback including the customerId, survey score and the verbatim response. Cards can be inspected with a click, showing more information including customer metadata.