Feedback Tool
The Feedback tool collects visitor feedback on chatbot responses and detects interest signals during conversations.
Configuration
| Field | Description | Default |
|---|---|---|
| Enable Feedback | Activates feedback collection for this chatbot. The AI detects and records visitor sentiment and interest signals. | Off |
| Show Thumbs Up/Down | Displays thumbs up/down buttons on bot messages in the widget so visitors can rate individual responses. Requires Feedback tool to be enabled. | On |
| Email Notifications | Receive email alerts when new feedback is received. | On |
| Notification Recipients | Comma-separated email addresses to receive feedback notifications. | Empty (owner only) |
How It Works
The Feedback tool works in two ways:
- Thumbs feedback: When enabled, visitors see thumbs up/down icons on chatbot messages and can rate responses directly
- Interest detection: The AI automatically analyzes conversations for interest signals (e.g. purchase intent, feature requests, complaints)
Managing Feedback
Feedback is available in the Feedback Dashboard where you can:
- View all collected feedback entries
- Filter by chatbot, language, interest type, or search term
- Analyze patterns in visitor sentiment and interests
- Identify chatbot responses that need improvement (low ratings)
Best Practices
- Enable thumbs feedback — Direct ratings help identify which responses need improvement
- Review feedback regularly — Look for patterns in negative feedback to improve your data sources
- Monitor interest signals — Use detected interests for follow-up marketing or sales outreach