Add Feedback Ability

Enable Feedback

You can enable feedback to your bot. This will allow users to give feedback on how useful the responses are and if their issue was resolved.

You can add enable feedback by clicking the Pencil icon in the bot Details window and then selecting the Not Helpful Feedback checkbox in the General tab of the bot Configuration wizard.

Users will be able to add context when they select any of the following options as the reason for the Thumbs Down response:

• Completely Inaccurate

• Missing Relevant Information

• Difficult to Follow

• Something Else

View Feedback

You can view the analytics for the feedback and review items in the Requests tab of the Pre-Built Analytics window.

To view feedback navigate to Analytics > Pre-Built in the left navigation bar.

Unresolved Requests by Type

Unresolved feedback can be viewed by type. This appears under the Unresolved Requests by Type on the Requests tab of the Pre-Built Analytics window.

Unresolved Requests by Type

Feedback Comment Column

The Feedback Comment column allows you to see the feedback comments for unresolved requests where the user has entered a Thumbs Down response, without clicking on each request to see feedback on the Request Details page.

To see the Feedback Comment column:

1. Navigate to the Analytics > Pre-Built Analytics > Requests tab.

2. Click on Not Helpful Rate to get to the Unresolved Requests view.

3. Filter by Resolution Type and select Not Helpful - Something Else.

4. In the filtered view, click the Ellipsis icon to Add/Remove Columns.

5. Add the Feedback Comment column.

Feedback Column

See also: Conversation Resolution Analytics.

Improving Fulfillment

You can optimize and train your bot by modifying the fulfillment choices available to your bot to address issues that are unsolved.

Choose a request in the list that has a Resolution value of Unsolved. The Request Details window has the option to show or hide Not Helpful options for the Resolution Type.

Resolution Type for Not Helpful

Not Helpful options are configured at the bot level, allowing you to selectively apply this option to specific bots.