Table of Contents

Rating Agent Responses

Provide feedback on agent responses to help improve quality and inform administrators.

Why Rate Responses?

Your ratings help:

  • Improve agent quality: Administrators use feedback to refine agent configurations
  • Track performance: Organizations can monitor how well agents are meeting user needs
  • Identify issues: Low ratings highlight problems that need attention
  • Guide development: Feedback influences future agent improvements

When Rating Is Available

The rating feature appears when:

  • Your administrator has enabled message rating
  • The agent is configured to allow ratings
  • The agent's response has finished generating

Look for the Rate Message button in the footer of agent responses.

How to Rate a Response

Step 1: Find the Rate Button

  1. Look at the bottom of an agent's response message
  2. Find the Rate Message button (shows a thumbs-up icon 👍)
  3. The icon changes based on any existing rating:
    • Outline icon: Not yet rated
    • Filled thumbs-up: You liked this response
    • Filled thumbs-down: You disliked this response

Step 2: Open the Rating Dialog

  1. Click Rate Message
  2. A dialog opens with rating options

Step 3: Choose Your Rating

In the rating dialog:

Button Meaning
Like (thumbs up) The response was helpful, accurate, and useful
Dislike (thumbs down) The response had issues, was unhelpful, or incorrect

Click a button to select your rating:

  • The button fills in to show your selection
  • Click the same button again to remove your rating
  • You can change your mind before submitting

Step 4: Add Comments (Optional)

The Comments field lets you explain your rating:

For positive ratings, you might note:

  • What made the response particularly helpful
  • How the agent exceeded expectations
  • Specific aspects that worked well

For negative ratings, consider explaining:

  • What was incorrect or misleading
  • What information was missing
  • How the response could have been better
  • What you expected instead

Step 5: Submit Your Rating

  1. Click Submit to save your rating
  2. A confirmation message appears: "Rating submitted!"
  3. The dialog closes automatically

Rating Indicators

After rating, the response shows your feedback:

Icon State Meaning
👍 (filled) You liked this response
👎 (filled) You disliked this response
👍 (outline) Not rated, or rating cleared

Changing Your Rating

You can update a rating at any time:

  1. Click Rate Message on the response
  2. Select a different rating option
  3. Update your comments if desired
  4. Click Submit

Your new rating replaces the previous one.

Clearing a Rating

To remove your rating entirely:

  1. Click Rate Message
  2. Click your current rating (Like or Dislike) to deselect it
  3. Clear the comments field if desired
  4. Click Submit

What Makes a Good Rating?

When to Give a Positive Rating (👍)

  • The response directly answered your question
  • Information was accurate and complete
  • The format was easy to read and use
  • The agent understood your intent correctly
  • The response saved you time or effort

When to Give a Negative Rating (👎)

  • The response was factually incorrect
  • The agent misunderstood your question
  • Important information was missing
  • The response was confusing or poorly formatted
  • The agent gave generic content instead of specific help

Writing Helpful Comments

Good comments are specific:

Instead of: "Bad response" Try: "The sales figures for Q3 were incorrect — actual revenue was $2.1M not $1.8M"

Instead of: "Great!"
Try: "The step-by-step format made it easy to follow the instructions"

When Rating Isn't Available

You won't see the rating option if:

  • Feature disabled: Your administrator hasn't enabled ratings
  • Agent configuration: The specific agent doesn't support ratings
  • Message still loading: Wait for the response to complete
  • User messages: Only agent responses can be rated

Privacy and Visibility

Your ratings:

  • Are associated with your user account
  • Are visible to administrators and system managers
  • May be used to improve agent performance
  • Help identify patterns across users

Note: Comments should be professional and focused on the response quality. Avoid including sensitive personal information in rating comments.

Best Practices

Rate Consistently

  • Apply the same standards across similar responses
  • Don't let one bad experience color ratings of unrelated responses
  • Rate based on the specific response, not the agent overall

Provide Constructive Feedback

  • Focus on how the response could improve
  • Be specific about what was wrong or right
  • Suggest what a better response would include

Rate Important Responses

  • You don't need to rate every message
  • Focus on responses that were notably helpful or problematic
  • Your feedback is most valuable for responses you have expertise to evaluate

Troubleshooting

Rate Button Not Visible

  • The feature may not be enabled — contact your administrator
  • Wait for the response to finish generating
  • Check if you're looking at an agent response (not your own message)

Rating Won't Submit

  • Check your internet connection
  • Try refreshing the page and rating again
  • Ensure you've selected either Like or Dislike

Comments Not Saving

  • Comments are saved with the rating submission
  • Make sure you clicked Submit after adding comments
  • Very long comments may be truncated

Wrong Rating Submitted

  • Click Rate Message to open the dialog again
  • Select the correct rating
  • Click Submit to update