Sharing feedback about generative replies for AI agents

When an AI agentsends a generative replyduring a conversation with a customer, the response is captured in theconversation logs. As part of ensuring a good customer experience, you can analyze whether the AI agent correctly interpreted the customer's question and provided an accurate response.


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Support

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The functionality described in this article is being rolled
out to all Suite and Support plans from May 11 through June 12, 2026. You may not
see this functionality in your account yet. See this announcement for details.

When an AI agent sends a generative reply during a conversation
with a customer, the response is captured in the conversation logs. As part of ensuring a good customer
experience, you can analyze whether the AI agent correctly interpreted the customer's
question and provided an accurate response.
You can then share any feedback with us, which our AI researchers use to improve
generative replies functionality.
To share feedback about generative replies


In the AI agents workspace, select the AI agent you want to work
with.
Click
Conversation logs in the sidebar.

Filter the list of conversations by
Generative replies and select Generative replies used and
Feedback not shared.
Select a conversation to analyze.
For any Generative replies entry, click Share feedback.

Select one or more of the feedback options. The available feedback options
depend on the response status of the generative reply:









Response status
Feedback options


Response generated


Correct/well answered
Incomplete answer
Incorrect article used
Made-up facts
Incorrect language or vocabulary
Other




Escalation required


Expected escalation
Unexpected escalation




Not understood


Question out of scope
Missing article
Article not used
Other




Error occurred


Error logged








If you selected Other as one of your feedback options, enter your free-text
feedback in the Other feedback field and click Save.

(Optional) Click the Generative replies entry to open the Reply details
panel, where you can view more information about the reply, including its
status, the actual content of the response, any feedback shared, the context
(task classification and knowledge search rule), active instructions, and any
citations.




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