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Visitors can rate every answer in the widget. When a visitor marks an answer not helpful, it lands in Needs review in your dashboard, next to Unanswered.

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What you see

Each flagged answer shows the visitor’s question, the start of the answer, why it was flagged and when it was rated. Visitors can pick these reasons.
  • Wrong answer: the answer was incorrect.
  • Out of date: the answer was true once but is not true now.
  • Not what I asked: the answer missed the question.
  • Something else: any other reason.
A visitor can also select thumbs-down without a reason. Those answers show No reason given.

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Filter the list

Use the reason filter to focus on one kind of reason. Select No reason given to see only the answers that have no reason. These answers also appear under All. Use the time range to look further back. The ranges are the last 7, 30 or 90 days. The newest ratings come first.

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What to do

1

Open the conversation

Select View conversation. You see the full exchange and the sources the bot used.
2

Fix a wrong or old answer

If the answer came from an old version, upload the new version. Then set Supersedes on the new document so that it outranks the old one.
3

Add a missing fact

If the documents did not cover the question, add the information to a document.

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Good to know

  • Ratings never affect billing. A thumbs-down does not refund a reply or change how it is counted.
  • The list shows only the answers that visitors rated in the selected time range.
  • A thumbs-up is saved but has no report.

Manage document versions

Mark which document replaces another.