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 Agentic Feedback, Dialog Tasks, Answers, FAQs, and Summaries, but turn on only five per subsection at a time. To turn on a sixth, you must first turn off another. These options appear in the widget after agents select the thumbs-down icon in the Agent AI widget. 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 turn on only five from each category at a time. To turn on a sixth, you must first turn off another. You can also choose to display or hide an additional comment box and select a display language. By default, this feature remains in an unavailable status.

Configure Feedback Messages

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

Steps to Configure Feedback Messages

1. Sign in to XO Platform.
2. Go to Agent AI > Configurations > Feedback Settings.
3. Click to expand any subsection – Agentic Feedback, Dialog Task Feedback, Answers Feedback, FAQ Feedback, Summary Feedback, or Overall Widget Feedback.

4. Use the toggle to turn on or off the selected subsection.

   • For Overall Widget Feedback, click to expand the Positive or Negative Feedback selections:

5. Click the edit icon against any feedback message.

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

Turn On or Off Feedback Messages

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

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

Turn On or Off the Additional Comments Box

The Display additional comment box appears in the Agent AI widget, only if you select it in the Feedback Settings section. To turn it on or off:

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 turn them on in the Agent AI UI. If you don’t, only the thumbs up and thumbs down icons appear in the widget. If you turn them on and selecte, the following options appear in the widget:

• Agentic Feedback: Upon receiving an Agentic Copilot Next Best Action suggestion.
• 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) icon on the lower-right corner of the widget.
  

The following screenshot shows the list of Agentic Feedback messages that appear when an agent clicks the thumbs-down icon. Agents can select multiple feedback messages and also enter a comment in the Tell us more… field (if you select Display additional comment box during configuration).

Note that the Submit button appears only when feedback messages or the additional comment box appear in the widget.

Send Feedback