What can be flagged
You can flag both:- AI messages: Replies sent by the AI Agent to customers
- AI actions: Actions performed by the AI Agent (e.g., updating records, processing requests)
How to flag
Find the AI message or action
In the ticket conversation, locate the AI-generated message or action event
you want to flag.
Add additional context (optional)
Provide any additional details that might help understand the issue.
Feedback options
| Option | When to use |
|---|---|
| Answer not relevant | The response doesn’t address the customer’s question |
| Answer included incorrect information | The response contains factually wrong information |
| Answer included confidential or internal content | Internal-only information was shared with the customer |
| Wrong or incorrect writing style | The tone or style doesn’t match your brand guidelines |
| Did not follow instructions | The AI ignored specific instructions from your Specialists |
| Wrong language | The response was in the wrong language |
| An action should have been performed instead | The AI should have taken an action rather than just replying |
| Other | Use this for issues not covered by the other options |
How feedback is used
Your feedback serves two purposes:- Improves the AI Agent: Feedback helps identify patterns and improve AI accuracy over time
- Identifies weaknesses: Flagged content appears in the Insights Hub under “Flagged content”, grouped by Messages, Actions, and Cases
Impact on billing
Flagging any message or action in a ticket immediately marks the entire ticket as “Not resolved by AI”. This means the ticket will not be billed. For details on resolution types and billing, see Resolution status.See also
- Insights Hub: View flagged content analytics
- Resolution status: How resolution affects billing
- Handling wrong AI answers: Tips for improving AI accuracy