Leave 👍/👎 feedback on agent messages
You want to flag good and bad agent answers and feed continuous improvement.
In the Inbox you can rate individual agent messages. This is how you teach the system what "good" looks like for your store.
How it works
- 👍 marks a message as a good answer.
- 👎 marks a message as wrong or weak — and requires a reason, so the feedback is actionable.
- Your 👎 feedback feeds an improvement pipeline: clear, account-level fixes are published back to you as notes in QA Review, where you can act on them.
Steps
- Open a conversation in the Inbox.
- Click 👍 or 👎 on an agent message.
- For 👎, add the reason it was wrong.
- Check Training → QA Review for resulting improvement notes.
Why 👎 needs a reason
A thumbs-down without a reason can't be acted on. The reason is what lets the system (and you) tell a factual error from a tone issue from a missing policy — and route the fix to the right place.