For improved processing and accurate identification of reasons for receiving a “thumbs down”, Admins can now configure a list of negative feedback messages for agents to choose from. They can also include a comment box for agents to add additional comments. These options appear in the widget after agents click the “thumbs down” icon at the end of a Dialog Task, after each answer and FAQ, and after the automatic summary generation. Admins can change the feedback message language by selecting one from the available language list.

When agents click the “thumbs down” icon, they get a list of predefined feedback messages and a comment box to add any additional input. Admins configure these messages, select their language, and decide whether these messages and comment boxes appear on the widget.

Configure Feedback Messages

The Feedback Settings section has four subsections–Dialog Task Feedback, Answers Feedback, FAQ Feedback, and Summary Feedback–and each of these subsections comprises six feedback messages. You can edit these feedback messages by clicking the “edit” button against any of the default feedback messages. Note that the feedback messages should be limited to 25 words only.

Steps to Configure Feedback Messages

1. Sign in to Agent AI.
2. Go to Configuration > System Setup > Feedback Settings.
   
3. Click to expand any subsection – Dialog Task Feedback, Answers Feedback, FAQ Feedback, or Summary Feedback.
4. Click the “edit” icon against any feedback message.
   
   
5. Configure the required feedback message, and press Enter to save it.
   
   

Enable or Disable Feedback Messages

Only the Enabled feedback messages appear in the Agent AI widget for the agent’s selection. You can enable or disable any feedback message, as required. Note that you can enable only five out of the default six feedback messages at any given time.

Steps to Enable or Disable Feedback Messages

1. Sign in to Agent AI.
2. Go to Configuration > System Setup > Feedback Settings.
3. Click to expand any subsection – Dialog Task Feedback, Answers Feedback, FAQ Feedback, or Summary Feedback.
4. Click the Enable/Disable toggle on the right to enable or disable a feedback message.
   
   
5. Click Save.

Enable or Disable the Additional Comments Box

The “Display additional comment” box appears in the Agent AI widget only if you select it in the Feedback Settings page.

Steps to Enable or Disable the Additional Comments box

1. Sign in to Agent AI.
2. Go to Configuration > System Setup > Feedback Settings.
3. Click to expand any subsection – Dialog Task Feedback, Answers Feedback, FAQ Feedback, or Summary Feedback .
4. Select or clear the Display additional comment box.
   
   
5. Click Save.

Customize Language for the Feedback Messages

You can select the display language of the feedback messages from the available list.

Steps to Change the Feedback Messages Language

1. Sign in to Agent AI.
2. Go to Configuration > System Setup > Feedback Settings.
3. Click to expand any subsection – Dialog Task Feedback, Answers Feedback, FAQ Feedback, or Summary Feedback.
4. Click the language selection dropdown arrow beside the Display additional comment box.
   
   
5. Select a language and click Save.

Feedback Settings appearance in the Agent AI Widget

The negative feedback messages and additional comment box appear in the Agent AI widget only if you select and enable them in the Agent AI UI. If you don’t select or enable any of these options, only the “thumbs up” and “thumbs down” icons appear in the widget. If the feedback messages are enabled and the additional comment box is selected, these options appear in the widget:

• Dialog Task Feedback: Upon the completion of a dialog task.
• Answers Feedback: Upon viewing an answer or a web page.
• FAQ Feedback: Upon viewing of an FAQ.
• Summary Feedback: Upon the appearance of auto-generated summary.

The following screenshot represents a list of the feedback messages with one of them being selected (in blue) by the agent:

Note that the additional comment box can only contain 150 characters. The Submit button appears only if the feedback messages or the additional comment box appear on the widget.