You can let your end customers rate AI-generated chatbot responses, and then review that feedback in the Interaction Logs. This helps you understand which AI responses are hitting the mark, and which might need improvement.
- End customers will see a thumbs up/thumbs down option directly below AI-generated responses in the chat.
- Supervisors and Account Holders will be able to see this feedback within the Interaction Logs, alongside each rated message:
This feedback gives your team an easy way to assess the effectiveness of AI replies from a customer perspective, right at the source.
How to turn thumbs up/thumbs down option on
- Select your Chat widget
Head to the Chat Widgets section in the main menu and pick the widget you want to update.
Choose the appropriate config associated with your widget version.
- Ensure your config version is 0.52 or above: If it’s lower, update your config version — this feature won’t work on earlier versions.
- Navigate to Chat options
In your config, open the Chat settings.
- Enable AI Response Feedback: Scroll down and toggle on the setting called ‘AI KB Response Feedback Enabled’.
