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When an AI-generated message or action is incorrect or could be improved, you can flag it with feedback. This helps improve the AI Operator over time and allows admins to identify patterns in the Insights Hub. This is different from conversation rating, which scores the whole conversation from 1 to 5 rather than flagging a specific message or action.

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What can be flagged

You can flag both:
  • AI messages: Replies sent by the AI Operator to customers
  • AI actions: Actions performed by the AI Operator (e.g., updating records, processing requests)

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How to flag

1

Find the AI message or action

In the ticket conversation, locate the AI-generated message or action event you want to flag.
2

Click the flag button

Click the flag icon that appears when you hover over the item.
3

Select feedback reasons

Choose one or more reasons that describe what was wrong.
4

Add additional context (optional)

Provide any additional details that might help understand the issue.
5

Submit feedback

Click Submit to save your feedback.

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Feedback options

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How feedback is used

Your feedback serves two purposes:
  1. Improves the AI Operator: Feedback helps identify patterns and improve AI accuracy over time
  2. Identifies weaknesses: Flagged content appears in the Insights Hub under “Flagged content”, grouped by Messages, Actions, and Cases
Review the flagged content regularly in Insights Hub to identify patterns. If you see the same issues repeatedly, consider updating your Specialists or Knowledge sources.

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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 as a resolution. For details on resolution types and metering, see Resolution status and Usage & limits.

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See also