Feedback

Review and manage user feedback with filtering, inline editing, and export capabilities

The Feedback page displays all user-submitted feedback about agent responses, allowing you to track issues, assign reviewers, and manage follow-up actions directly from the list view.

Feedback Analysis

Accessing the Feedback List

Navigate to Feedbacks in the sidebar.

You need Admin or Account Manager permissions to access the Feedback page.

Feedback Table

The table displays feedback entries with the following columns:

Column	Description
Conversation	Link to view the full conversation
Email	User who submitted the feedback
Issues	Badges showing feedback type(s)
Additional Feedback	User’s written comments
Created At	When the feedback was submitted
Tags	Conversation tags and admin tags
Evaluation Comment	Admin notes on the evaluation
Reviewer	Assigned reviewer (editable)
Admin Status	Current status (editable)
AI Debugger	Quick access to debug the conversation

Issue Types

Feedback is categorized by issue type, shown as colored badges:

Issue Type	Description	Badge Color
Negative Rating	User gave a thumbs-down	Orange
Inaccurate	Response contained incorrect information	Red
Incomplete	Response was missing information	Red
Information Not Found	Agent couldn’t find the answer	Red
Technical Issue	System or technical problem	Red

A single feedback entry can have multiple issue types.

Primary Filters

These filters are always visible:

Filter	Description
Start Date	Show feedback from this date onwards
End Date	Show feedback up to this date
Email	Search by user email address

Secondary Filters

Click “More filters” for additional options:

Filter	Description
Issue Type	Filter by feedback category (multi-select)
Tags	Filter by conversation tags
Admin Tags	Filter by admin-only tags (includes “No Admin Tag” option for untagged feedback)
Admin Status	Filter by current status (includes “No Status” option for unprocessed feedback)
User Type	Filter by user permission level
Reviewer	Filter by assigned reviewer

Inline Editing

You can edit certain fields directly from the list view without opening the conversation:

Reviewer Assignment

Click the Reviewer dropdown in any row to assign or change the reviewer. Changes are saved automatically.

Admin Status

Click the Admin Status dropdown to update the status. Available statuses are configured in your platform settings.

Expanding Details

Click any row to expand and view:

• Full additional feedback text
• Complete evaluation comments

Exporting Data

Click the Export button to download filtered feedback as a CSV file. The export includes all columns and respects your current filters.

Quick Actions

View Conversation

Click the “Conversation” link to open the full conversation in the Conversation Management view.

AI Debugger

Click the “AI Debugger” button to analyze why the agent responded the way it did, useful for investigating inaccurate responses.

Workflow Tips

Triaging New Feedback

1. Filter by date range (e.g., last 24 hours)
2. Review issue types to prioritize
3. Assign reviewers for follow-up
4. Set admin status to track progress

Investigating Inaccurate Responses

1. Filter by Issue Type = “Inaccurate”
2. Click conversation link to review
3. Use AI Debugger to understand the response
4. Update knowledge base if needed
5. Set status to “Resolved”

Team Collaboration

1. Assign feedback to team members via Reviewer field
2. Use Admin Tags to categorize (e.g., “Knowledge Gap”, “Bug”)
3. Set Admin Status to track progress (e.g., “In Progress”, “Fixed”)

Best Practices

1. Review feedback daily: Address issues while they’re fresh

2. Use status tracking: Keep admin status updated so team knows what’s been addressed

3. Assign reviewers: Distribute workload and maintain accountability

4. Tag for patterns: Use admin tags to identify recurring issues

5. Close the loop: After fixing an issue, update status and add evaluation comment

Related Features

• Conversation Management - Review and evaluate conversations
• Feedback Analytics - Dashboard view of feedback trends
• AI Debugger - Investigate agent reasoning