Feedback & Chat Ratings
Viewing Feedback Analytics
Last Updated: June 4, 2026This lets you see how users rate your chatbot and where improvements are needed. It helps you track performance using real user feedback. Where to find it What you can view How to use it Where to act on feedback Important Notes Tips Next, open a few low-rated conversations and fix them using Corrections. If you...
Collecting Feedback from Idle Chats
Last Updated: June 4, 2026This lets you collect feedback even when a user leaves the chat without finishing the conversation. It helps you understand drop-offs and improve incomplete interactions. How it works Where to set this What users experience Important Notes Tips Next, test your chatbot by leaving it idle and checking how feedback is collected. If you have...
Triggering Post-Chat Surveys
Last Updated: June 4, 2026This lets you show a survey after a conversation ends to collect user feedback. It helps you understand how the interaction went and improve your agent. Steps How it works When it is triggered Important Notes Tips Next, use Preview to complete a conversation and see how the survey is triggered. If you have any questions, concerns, or need...
Configuring Negative Feedback Responses
Last Updated: June 4, 2026This lets you control what happens when a user gives negative feedback on an AI response. It helps you recover the conversation and guide the user toward a better outcome. Steps How it works Example “Sorry about that. Could you rephrase your question or would you like me to connect you with our team?” Important Notes Tips Next, use Preview and...
Customizing Survey Questions
Last Updated: June 4, 2026This lets you ask users for feedback at the end of a conversation. It helps you understand user satisfaction and improve your agent Steps How it works What to ask Examples: Important Notes Tips Next, use Preview to complete a chat and see how your survey appears. If you have any questions, concerns, or need further clarification,...
Collecting Conversation Ratings
Last Updated: June 4, 2026This lets users rate their overall chat experience after a conversation. It helps you measure satisfaction and identify areas to improve. Steps How it works Where ratings appear Important Notes Tips Next, use Preview to complete a chat and submit a rating to see how it works. If you have any questions, concerns, or need further clarification, please contact support@highengage.com for assistance.
Enabling Message-Level Feedback
Last Updated: June 4, 2026This lets users give feedback on individual AI responses (like 👍 or 👎). It helps you identify which answers are helpful and where the AI needs improvement. Steps How it works Where feedback appears Important Notes Tips Next, use Preview and try giving feedback on AI responses to see how it’s recorded. If you have any questions, concerns, or need further...