🔒 Permissions
Only platform admins can manage feedback.
Administrators can process Answer and Smart Assistant feedback from the admin panel in the "Content Management" section in the "Feedback" tab.
The page contains two cards :
Analytics
You can see the kind of feedback left by users at a glance. Red means negative feedback, green a positive one and grey when the user didn't leave any feedback.
Feedback
In this card you have a table listing all the unprocessed and processed feedback.
Analytics
In the first card you can see the number of questions asked without feedback (grey bar) and the type of feedback left by the users: positive (in green) or to improve (in red).
The aim is obviously to improve things by getting more and more positive (or neutral) feedback. To achieve this, the game is quite simple: solve the feedback to fill in the knowledge gaps as you go along. That's what will do in the next section.
Like any other platform Analytics, you can select multiple period or even a custom interval. You can also export the data to analyze it in your favorite data software.
Process Feedback
Smart Assistant
Users can leave feedback on any message in any smart assistant. They are then available in the admin panel for administrators.
Click on any row in the feedback table to get details about the feedback.
You will see who left the feedback and on which message exactly, and you will have an extract of the whole conversation.
Answer
Right below the analytics, you'll find a card with two tabs: Feedback and Resolved.
The first tab "Feedback" gather all you unprocessed feedback. Click on one request to display all the details in a side panel. You can browse from feedback to feedback by doing so.
The details side panel display the following request data:
The question asked by the user
The answer generated by Answer
The sources used by Answer to generate the answer
The user feedback type (positive or to improve)
The date when the question was asked
And the user who asked the question
There are two possibles actions:
Mark as resolved: This will directly mark the feedback as resolve and will move it to the second tab "Resolved".
Provide the good answer: This action will trigger an modal to write the answer yourself. You will also have the ability to link a content. This is useful when you create new content to answer the initial feedback question.
You can link content and write an answer yourself.
Export all questions
All questions asked to Answer can be exported from the admin panel from the "Answer Feedback" page. The CSV file has the following fields:
Question asked
Answer provided
Sources used
User who asked the question
Date
