Message Feedback allows you to gather real-time feedback on your AI Assistant's individual responses, helping you measure effectiveness and identify areas for improvement. Available for Premium, Scale, and Enterprise plans, this feature provides granular insights into your AI Assistant's performance at the message level. This feature is only available on Live Chat.
Setting Up Message Feedback
Navigate to your AI Assistant's settings > Advanced Settings.
Enable "Collect AI Message Feedback".
Configure the following options:
Visibility: Choose between "On hover" (feedback icons appear when users hover over messages) or "Always visible" (feedback icons are always displayed after a response from your AI Assistant).
Feedback Text: Customize the feedback prompt (default: "Was this helpful?")
Negative Feedback Reasons: Enable and customize up to 5 specific reasons for negative feedback.
Notes On Visibility
On hover: Provides a clean interface where feedback options appear only when users hover over AI responses
Always visible: Makes feedback options consistently visible, potentially encouraging more user participation
Negative Feedback Reasons Examples
You can collect negative reason feedback from your users (up-to 5 reasons). Some common examples are:
Unhelpful answer
Incorrect information
Took too long
I wanted to speak with an agent
Enable Open Negative Feedback
Allow users to provide custom feedback in their own words
Gather more detailed insights about user satisfaction and pain points
Helps identify unexpected use cases or issues
Open Feedback Text: Customize the feedback prompt (default: "Other")
Analyzing Feedback
Viewing Feedback in Conversation Transcripts
Access feedback directly in conversation transcripts
Filter conversations by positive or negative feedback
Review specific feedback reasons to identify patterns
Use feedback filters to analyze conversations with similar issues
Feedback Analytics
Track feedback metrics in real-time through your AI Assistants' Analytics dashboard
Monitor feedback trends with detailed graphs and usage patterns
View a breakdown of negative feedback reasons through an intuitive pie chart
Compare positive and negative feedback rates as a percentage of total messages
Track feedback collection across different time periods
Using Feedback Data
Identify knowledge gaps or inaccuracies in AI responses
Spot patterns in user dissatisfaction
Guide knowledge base updates and improvements
Monitor AI Assistant performance over time
Notification Settings
Enable notifications to stay informed about user feedback in real-time
Choose between in-app and email notifications
Receive instant alerts whenever feedback is collected
Configure notification preferences under Settings > Notifications
Important Notes
Message Feedback is available exclusively on Premium, Scale, and Enterprise plans.
This feature is only available on Live Chat.
Maximum of 5 custom negative feedback reasons can be configured.
Open feedback can be enabled separately to collect detailed user input.
Feedback data is accessible through conversation transcripts and analytics.
Feedback collection is only available on web and mobile interfaces.
By implementing Message Feedback, you can systematically gather user input, measure AI Assistant effectiveness, and make data-driven improvements to enhance the user experience.