Most visitors who get a bad answer do not complain. They close the tab. The 👍/👎 buttons under each reply are the cheapest way to hear from the ones who would have said something, and from this week those votes are saved to your workspace, with a short form you control.

This guide covers how the feedback works, how to set it up, and the routine that turns votes into a better agent.

How it works for visitors

On the chat page and in the widget, every reply from the agent has a 👍 and a 👎. A vote is saved the moment it is pressed. If you have asked for details, a small form opens; the visitor can fill it in or cancel, and cancelling still keeps the vote. Voting the other way replaces the vote, and pressing the same thumb again removes it.

Out of the box, 👎 opens a form with a category and a comment, and 👍 records the vote with no form. The five built-in categories are already translated into every chat language: Incorrect or false, Not helpful, Ignored what I said, Unclear or confusing, and Other.

Set it up on the Feedback tab

01

Open the Feedback tab

It is in the agent editor, and in the MCP server editor too. Positive 👍 and Negative 👎 are set separately.

02

Choose whether to ask for details

"Ask for details" opens the form after the vote. Then set the category and the comment to Off, Optional or Required. Comments can be up to 2,000 characters.

03

Write your own categories

Up to 10 per vote. Replace the built-ins with the problems you care about, such as "Wrong price", "Out of date" or "Did not understand my order", and add a label for each language your agent speaks. A missing translation falls back to the default language.

04

Keep it short

Every required field costs you answers. A required category with an optional comment is a good start: one tap tells you the kind of problem, and the visitors with more to say will say it.

If you change your mind, Reset to defaults puts the original form back.

Read what visitors said

The same tab has a "What visitors said" summary: positive and negative votes, the negatives broken down by category, and the recent comments, each with a link that opens the conversation in the Inbox. In the Inbox transcript every vote sits on the reply it was given to, so you read the bad answer in context: what the visitor asked, what the agent checked and what it said.

The votes are also in the API (/v1/products/{id}/feedback and a summary endpoint) and in the platform MCP tools, so you can pull them into your own reports or ask an assistant to go through last week's 👎 with you.

From a 👎 to a better agent

A negative vote is a question, not a verdict. Open the conversation and decide which of these it is:

What you find
What to change
The agent did not have the fact
Add it to knowledge: a page, a document or a short note.
The fact was there but out of date
Edit the source in place, or refresh it if it comes from your website.
The agent had the fact and ignored it
Make the instructions more specific about when and how to use it.
It should have checked live data
Attach the right tool, or describe the existing tool so the agent knows when to call it.
The visitor wanted a person
Set when the agent hands over, so these reach your team instead of a guess.
The answer was right
Nothing. Some 👎 mean "I hoped for a different answer".

Make one change, then ask the same question in Preview. Every edit you save is kept in the agent's History, so if the change makes things worse you can compare and go back, as described in agent version history.

A weekly routine

  • Once a week, open the Feedback tab and sort out the new 👎 by category.
  • Read every comment. The visitors who write one are telling you exactly what to fix.
  • Pick the two or three most common problems and fix those, not every single vote.
  • Glance at the 👍 too: they show the answers worth keeping as they are when you change the instructions.

A few weeks of this teaches you more about your customers' questions than any amount of guessing. If a vote says an answer was slow rather than wrong, why AI answers take a few seconds covers what you can change.

Frequently asked questions

Where can visitors rate an answer?

On the chat page and in the widget. Every reply from the agent has a 👍 and a 👎, and the vote is saved as soon as it is pressed.

Can I change what the feedback form asks?

Yes. On the Feedback tab you set, separately for 👍 and 👎, whether a form opens and whether the category and the comment are off, optional or required. You can write up to 10 categories per vote, with a label for each language.

Where do I see the feedback?

The Feedback tab shows the vote counts, the negatives by category and the recent comments, with links to the conversations. In the Inbox each vote appears on the reply it was given to. The votes are also available through the API and the platform MCP tools.

What should I do with a negative vote?

Open the conversation and find the cause: a missing or outdated fact goes into knowledge, an ignored fact calls for clearer instructions, and live data calls for a tool. Make one change at a time and test it in Preview.