Mouseflow Help & Support

How to add a Feedback Campaign



A Feedback Campaign is a tool that allows visitors to supply direct feedback to you about your website. For example, maybe a user is having trouble navigating to a specific page or encountering a bug when adding an item to their cart. This feature provides the site administrator with the appropriate information to properly identify the issue. Additionally, you can also use it to directly ask your users questions, like a survey. Your feedback campaign can be customized with a handful of different question types, appearances and triggers.



To add a new Feedback Campaign to your account, navigate to the 'Feedback' section on the left side of your page. Here you can click the 'Add New Campaign' box (as shown to the right).

The Free and Starter Plan allows for the creation of 1 campaign, the Growth allows for 5, and the Pro has a 10 campaign limit. 


Setting up the feedback campaign

Once you've clicked the 'Add New Campaign'-button, you'll be taken to our 'Add Feedback Campaign'-wizard. Here you can add questions, define triggers and customize the appearance so your campaign will suit your needs. We'll walk you through each step below:

 #1 - Name your campaign

First you will need to name your Feedback Campaign. The name can be anything you want. In the example above, we've chosen to name the campaign 'My Feedback Campaign'. This name will be used in the list of campaigns and in the campaign itself. The website user will never see the Campaign Name, it is simply something you can use to organize your campaigns.

#2 - Set up the Campaign Steps

Campaign Steps: Here is where you add all the questions you would like your users to provide feedback on. For each question you want to ask, add a new campaign step to your campaign and type in the question. You can add multiple questions by clicking the "Add Question"-button and each question can have one of three different question types: Multiple Choice, Free Text (Small) and Free Text (Large):

Multiple Choice
Our first step is a Multiple choice question. For this question type, you must add all the different answers that the users can pick. Multiple Choice steps also have the option to make one or more choices send the user directly to the success step. In the example below, we picked two options for our campaign step "Do you think Mouseflow is a helpful tool?", the answer options are the following: "It's pretty neat." and "It's the best around!". Additionally, we set it up so that picking "It's pretty neat." will send the user directly to the success page.


Free text
For 'Free Text'-campaign steps, both small and large, you get to choose what the submit button says. In the example below, we have chosen that submit buttons on our questions "What's your favorite thing about Mouseflow?" and "What do you think about the Feedback feature?" should say "Next question, please."

Success Page
For the Success Page step, you get to choose what the confirmation text reads to the user on completion of the feedback campaign and you also get to choose what the button text says. In the example below, we chose to set the confirmation text to "Thank you for participating!" and the button text to "Close Feedback Campaign".


 #3 - Design your Feedback Campaign

This step will show you two options to style your campaign:

  • Color Scheme: Here you can select what color your Feedback campaign will have. You can choose between three pre-defined colors (green, blue and grey) or select Custom and either input a hexadecimal color code or use the color picker to pick a color that's just right for your needs. In the example above, we chose to define our own custom color and went with the color code "3BCBCB" (RGB hex format).
  • Placement: Here you can select where on the screen your feedback campaign will appear. You can choose between four options - Top right, Top left, Bottom right and Bottom left. In the example above, we chose "Bottom right".

 #4 - Choose Triggers for your Campaign


On the third step, you can decide when and how often your Feedback campaign is shown to your users. You have four options you can use:

Trigger On
Here you can select what causes your feedback campaign to trigger and show up for your users. You can choose from five different options:

  • Page load: Shows the campaign as soon as your page finishes loading.
  • Delay (10s): Shows the campaign ten seconds after your page finishes loading. 
  • 50% Scroll: Shows your campaign once the user has scrolled halfway down the page.
  • Inactivity: Shows the campaign when the user has remained inactive for thirty seconds.
  • Manual: Allows you to define your own trigger for the campaign through a custom code solution. 

Here you can select how often your campaign will be show to the same unique user. You have two options here -

  • Show once per visit: Once a user has successfully answered the campaign, it will be hidden for the rest of the visit. If the same user visits your site the next day, they will see the campaign once more.
  • Show once per user: Once a user has successfully answered the campaign, the campaign will be hidden for that user, even on repeat visits. 

Page Rules
Here you can select if you want your campaign to show up on all pages on your website or a specific subset of pages. by default, 'All Pages' is selected. When changing that to 'Some pages', additional fields will show up where you can add one or more filters:

  • Equals: The "Equals" filter will set the campaign to only load on pages that fully match the URL path you input in the field. Mouseflow will automatically detect any valid URL paths on your page and display them in a dropdown menu once the field is selected.
  • Starts with: The "Starts with" filter will set the campaign to only load on pages whose URL path starts with the same URL path you input in the field. 
  • Ends with: The "Ends with" filter will set the campaign to only load on pages whose URL path ends with the same URL path you input in the field.
  • Regular Expression: The "Regular expression" filter allows you to input a regular expression and use that to find pages on your website that match the regular expression and only show your campaign on those pages.

Here you can select if you want your campaign to show up for all your visitors or target a specific user segment. First, you choose whether you want to show your campaign to "All visitors" or "Some visitors". If you choose "Some visitors", some additional fields will show up - you can use these to add one or more filters to define a segment of your user base. The filters you can use will be explained below:

  • Language: The language filter allows you to only show your campaign to users who has the selected language as their system language on the device they are browsing your site on.
  • Visitor Type: The visitor type filter allows you to select if you want to show your campaign only to first-time visitors or returning visitors.
  • Device Type: The device type filter allows you to select if you want to only show your campaign to users browsing from a specific device type - either phone, tablet or desktop.

 #4 - Finalize your feedback campaign

The fourth and final step will show you a single field: Status. Here you can select if your feedback campaign should be active and used on your site with your current settings or inactive so it won't show up on your site at all. In the example above, we have chosen to let our feedback campaign be active.

Once you are satisfied with all the settings for your feedback campaign, just click the "Create Feedback Campaign" and your campaign will be created.

You can always come back later and change or tweak your campaign, should the need arise.


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