Collecting 👍/👎 on your agent's answers is the easy part. Reading them is where it stops: a few dozen votes a week across three agents, half of them without a comment, and the one that matters buried in the middle. The Feedback page and its AI report are built for that second part.
If you have not set up the votes yet, start with how to use 👍/👎 feedback. This guide picks up once the votes are coming in.
One page for every vote
Feedback now has its own place in the main menu, with a badge counting the 👎 nobody has looked at yet. It has two tabs.
- Overview shows how your agents are doing over 7, 30 or 90 days: satisfaction and how it moved since the previous period, thumbs down, comments, the vote rate, votes per day, the reasons given for each 👎 and satisfaction per agent.
- Votes is a working list. Each vote shows the visitor's question, the reply, the knowledge or web sources the reply used and the comment, with a link that opens the conversation at that exact reply.
The two are linked. Click a reason, a day in the chart or an agent on the Overview and you land on the Votes tab already filtered to it. On the Votes tab you mark each vote New, Reviewed or Fixed, so the badge only counts what is still waiting.
What the AI report does
The ✨ AI report button sits on both tabs (Starter plan and up). It reads the last 30 days of votes for the agents you pick and returns a short list of problems, ranked by how many visitors raised each one. For every problem you get the reason in plain words, the visitors' own comments as quotes, and a suggested fix with a Copy button and a link straight to the agent's instructions, knowledge or tools. It also tells you what visitors liked, so you know what not to break.
Click a quote to open that vote, and the button turns into Back to AI report so you never lose your place.
Why you can trust the numbers
A report that invents a problem is worse than no report. So the AI only groups the votes and explains them; the counting and the quoting are done by code.
- Each problem is counted in visitors, not votes, and needs at least two different visitors. One angry person clicking 👎 ten times is one voice.
- Every quote is the visitor's own comment, copied from the vote and linked to it. Nothing is paraphrased into a quote.
- Votes from conversations marked as spam are left out, here and everywhere else on the page.
- A visitor who only ever leaves silent 👎 is treated as a weak signal and cannot make a problem on their own.
- The report says how many 👎 had no comment and what it left out, so you know how much it is based on.
A 20-minute weekly routine
Open Feedback and glance at the Overview
Look at satisfaction and the reasons chart. A sudden drop on one day usually means one change or one outage, and clicking the day shows you the votes.
Run the AI report
Pick the agents you care about this week. A report takes under a minute and runs in the background; if nothing has changed since the last one, the saved report opens at no cost.
Fix the top one or two problems
Open the suggested fix, read the quotes it is based on, and make the change in the instructions, knowledge or tools. Then ask the same question in Preview.
Mark the votes
On the Votes tab, set the votes behind the problem to Fixed. The rest go to Reviewed, so next week starts from a clean badge.
Every edit you save leaves a version in the agent's History, so a fix that makes things worse is one click to undo. See agent version history.
Suggest a fix, for the single bad answer
Sometimes one vote is enough to act on: a wrong price, a broken link, a promise the agent should never make. On the Pro plan and up, a 👎 in the Votes tab has a Suggest a fix button that reads the question, the reply and the comment and proposes a concrete change. It is a suggestion only. Nothing is ever changed for you, and you decide where it goes.
Comments in any language
Agents answer in 14 languages, and visitors comment in theirs. When a comment is in a different language from your dashboard, it has a Translate link that puts it in yours, with the conversation as context so short comments come out right.
Frequently asked questions
What does the AI feedback report cover?
The last 30 days of 👍/👎 votes for the agents you choose. It ranks the problems visitors raised by how many visitors raised each one, quotes their comments and suggests a fix for every problem, plus what visitors liked.
Can the report make up a problem?
The AI only groups and explains the votes. Counting is done by code, a problem needs at least two different visitors, quotes are the visitors' own comments linked to their votes, and spam conversations are left out.
Does a suggested fix change my agent?
No. Both the report and Suggest a fix only propose changes. You copy the text and decide where it goes, and every saved edit can be undone from the agent's History.
Which plans include the AI report?
The Feedback page and comment translation are on every plan. The AI report is on Starter and up, and Suggest a fix on Pro and up.
