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Collect Workflow Feedback

Use message ratings during a Chat, enable the User Feedback ability when you want the Agent to record clear comments volunteered in conversation, then review the resulting feedback from the Workflow.

Before you start​

  • You need access to the Chat you are monitoring.
  • To rate someone else's Chat, your role needs chat write access; rating your own Chat uses your normal Chat access.
  • To configure an ability, you need permission to edit the Workflow or its Tasks.
  • To open a Workflow's Feedback view, your workspace role needs workflow read access and access to use that specific Workflow. A workspace read scope by itself does not grant access to its feedback.

Rate an assistant message during a Chat​

  1. Open the Chat in Monitor or open it from the Workflow's Chats view.
  2. Find the assistant message you want to rate. Rating controls appear on assistant messages, not on the member's own messages.
  3. Click thumbs up or thumbs down beneath the message.
  4. To add context, select Add details, enter a short comment, and click Save. To change a comment later, select Edit details.

The rating and optional comment appear in the Workflow's feedback queue. A rating is attached to the message; adding or editing its comment keeps that rating.

Capture a comment volunteered in conversation​

Message ratings are submitted by a person using the Chat controls. To let the Agent record a clear comment the end user volunteers in conversation:

  1. Open the Workflow editor and add the User Feedback ability at the Workflow level, or add it to the Task where it applies.
  2. In a later Chat on that Workflow or Task, the Agent can record feedback when the member clearly shares what helped, what did not, confusion, praise, or a requested change.

The ability asks the Agent to use the member's own words and not invent feedback or treat ordinary conversation as feedback. The ability alone does not mean a Chat contains feedback to record.

Review feedback for a Workflow​

  1. Open the Workflow and select Feedback in its view bar.
  2. Use the left side filters to narrow results by author, capture method, thumbs direction, or whether test Chats are included. Select Reset to restore the default filters.
  3. Select a card to open its transcript in a dialog. The dialog highlights the rated message when one is linked to the feedback.
  4. Select Open chat to go to the full Chat. Use the page controls at the bottom of the queue to move between result pages.

Each card shows the Chat title, author, capture method, time, and a short comment when one exists. The queue includes feedback captured from Chats belonging to this Workflow. Opening a transcript or full Chat displays conversation content under the normal Chat access rules.

What to do next​

Use what you learn from the feedback to adjust the Workflow draft or Task configuration, then evaluate and publish changes through the normal Workflow editing process. For how abilities are attached, see Abilities; for the Chat experience, see Chats.