GETTING STARTED
Introduction to AgentAssist
Architecture and Configuration
Glossary
FAQ
Agent AI Migration from XO v10 to v11
Release Updates
Release Notes
Previous Versions

SET UP AgentAssist
AgentAssist Setup Guide
Sign Up for AgentAssist
Third Party Configuration
Conversation Automation
Automations Board
Create a Bot
Add Multiple Bots
Create Use Cases
Overview
FAQs Setup
Create Dialog Tasks
Conversation Events
LLM and Generative AI
Access Custom Data in Agent AI Bot
Linked Services
Agent Coaching
Playbook
Customizing the Agent AI Widget
Configure Auto Summarization with Custom Dialog Tasks
Feedback Settings
Widget Theming (Layout Customization)
Supported Languages

INTEGRATIONS
AgentAssist Integration with Third-Party Applications
Amazon Connect
Amazon Connect with AgentAssist Voice using CCP
Amazon Connect with AgentAssist Chat Using CCP
Amazon Connect with AgentAssist – Voice via AWS Third Party Applications
Channels
Voice
Configure Voice Channel
Configure Speech Recognition
Chat
SmartAssist
Configure AgentAssist
Demos
Voice Demo
Chat Demo
Salesforce
OmniChannel
Chat
Legacy Chat Configuration
Messaging in App and Web (New Chat)
AgentAssist Configuration - Chat (Messaging)
Voice
Salesforce Service Cloud Voice (Amazon Connect Telephony)
Genesys Adapters
AgentAssist Voice Integration with Genesys CTI
Agent AI Voice Integration with CX Cloud from Genesys and Salesforce
NICE-CTI
Kore Agent AI with Salesforce NICE CX-CTI
Kore Agent AI with Salesforce NICE CX-CTI for Outbound Calls
Demos
Voice Demo
Chat Demo
Zendesk
Set up AgentAssist for Zendesk
Genesys
Agent AI Integration with Genesys Cloud CX
Set Up AgentAssist for Genesys
Change AgentAssist Bot in Genesys
Integrate Kore.ai Bot on Genesys Cloud CX Messaging
ServiceNow
NICE CX
NICE MAX Desktop (Chat and Voice)
NICE MAX Desktop for Outbound Calls
NICE Agent Desktop (Voice)
Talkdesk
Twilio
Five9
Agent AI Chat Integration with Five9

AGENT EXPERIENCE
AgentAssist Widget
Bot Override and Automations
Agentic Copilot

ANALYTICS
Conversation Logs
Dashboard
Agent AI ROI Analyzer (Beta)
APIs
Raw Data API v1
Raw Data API v2
Conversation Summary Trigger
Control Transcription API
Hooks API for Internal Transfers

Feedback Settings

The Feedback Settings section lets you configure how agents provide feedback on the Agent AI widget. It includes two types of feedback:

  • Context-Specific Feedback: Configure up to six predefined negative feedback messages for Dialog Tasks, Answers, FAQs, and Summaries, but enable only five per subsection at a time. To enable a sixth, you must first disable another. These options appear in the widget after agents select the “thumbs down” icon. You can edit these messages (limited to 25 words each), include a comment box for any additional input, and set the display language.
  • Overall Widget Feedback: Configure up to six positive and six negative feedback messages, but enable only five from each category at a time. To enable a sixth, you must first disable another. You can also choose to display or hide an additional comment box and select a display language. By default, this feature remains in disabled status.

Configure Feedback Messages

The Feedback Settings section has five subsections–Dialog Task Feedback, Answers Feedback, FAQ Feedback, Summary Feedback, and Overall Widget Feedback. These subsections include predefined feedback messages, which you can edit by clicking the “edit” button next to them. 

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, Summary Feedback, or Overall Widget Feedback.
  4. Use the toggle to enable or disable the selected subsection.
    1. For Overall Widget Feedback, click to expand the Positive or Negative Feedback sections:

  5. Click the “edit” icon against any feedback message.

  6. Configure the required feedback message, and press Enter to save it.

Enable or Disable Feedback Messages

Only Enabled feedback messages appear in the Agent AI widget for agents to select. You can enable or disable any five messages out of the default six at any given time. To enable or disable a feedback message:

  1. Click the Enable/Disable toggle against a feedback message.

  2. 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. To enable or disable it:

  1. Select or clear the Display additional comment box.

  2. Click Save.

Customize Language for the Feedback Messages

The selected app’s language appears by default as the feedback messages language. You can select or change the display language of the feedback messages from the available list. To select or change the language:
  1. Click the language selection dropdown arrow beside the Display additional comment box.

  2. Select a language, and click Save.

Feedback Settings appearance in the Agent AI Widget

The 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, only the “thumbs up” and “thumbs down” icons appear in the widget. If enabled and selected, the following 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.
  • Overall Widget Feedback: Upon clicking the “more (ellipsis)” button on the right-bottom of the widget.

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.

 

Feedback Settings

The Feedback Settings section lets you configure how agents provide feedback on the Agent AI widget. It includes two types of feedback:

  • Context-Specific Feedback: Configure up to six predefined negative feedback messages for Dialog Tasks, Answers, FAQs, and Summaries, but enable only five per subsection at a time. To enable a sixth, you must first disable another. These options appear in the widget after agents select the “thumbs down” icon. You can edit these messages (limited to 25 words each), include a comment box for any additional input, and set the display language.
  • Overall Widget Feedback: Configure up to six positive and six negative feedback messages, but enable only five from each category at a time. To enable a sixth, you must first disable another. You can also choose to display or hide an additional comment box and select a display language. By default, this feature remains in disabled status.

Configure Feedback Messages

The Feedback Settings section has five subsections–Dialog Task Feedback, Answers Feedback, FAQ Feedback, Summary Feedback, and Overall Widget Feedback. These subsections include predefined feedback messages, which you can edit by clicking the “edit” button next to them. 

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, Summary Feedback, or Overall Widget Feedback.
  4. Use the toggle to enable or disable the selected subsection.
    1. For Overall Widget Feedback, click to expand the Positive or Negative Feedback sections:

  5. Click the “edit” icon against any feedback message.

  6. Configure the required feedback message, and press Enter to save it.

Enable or Disable Feedback Messages

Only Enabled feedback messages appear in the Agent AI widget for agents to select. You can enable or disable any five messages out of the default six at any given time. To enable or disable a feedback message:

  1. Click the Enable/Disable toggle against a feedback message.

  2. 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. To enable or disable it:

  1. Select or clear the Display additional comment box.

  2. Click Save.

Customize Language for the Feedback Messages

The selected app’s language appears by default as the feedback messages language. You can select or change the display language of the feedback messages from the available list. To select or change the language:
  1. Click the language selection dropdown arrow beside the Display additional comment box.

  2. Select a language, and click Save.

Feedback Settings appearance in the Agent AI Widget

The 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, only the “thumbs up” and “thumbs down” icons appear in the widget. If enabled and selected, the following 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.
  • Overall Widget Feedback: Upon clicking the “more (ellipsis)” button on the right-bottom of the widget.

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.