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The feedback system lets users rate AI suggestions, and optionally allows your bot to learn and improve based on those ratings.

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How Feedback Works

When your bot suggests an answer, users see vote buttons: 
💡 Suggestion
Here's how to reset your password...

[👍 Helpful] [👎 Not Helpful]
When users click:
  • 👍 Helpful - Records positive feedback
  • 👎 Not Helpful - Records negative feedback
This data helps you understand which content works well and which needs improvement.

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Enabling Feedback

  1. Go to AI Features → Knowledge Base → Feedback
  2. Toggle Enable Feedback on
  3. Save your settings
Feedback is enabled by default for new Knowledge Base setups.

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Feedback Settings

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Staff Only Voting

When enabled, only staff members can vote on suggestions. When to use:
  • Staff opinions are more valuable
  • Prevent spam voting from users
  • Train the system based on expert judgment
When to disable:
  • All feedback is valuable
  • Users know when answers help them
  • You want broader feedback data

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Self-Learning

When enabled, the bot automatically adjusts content ranking based on votes. How it works:
  1. Content gets votes over time
  2. After reaching the minimum votes threshold (default: 3)
  3. High-rated content gets boosted (shown more often)
  4. Low-rated content gets penalized (shown less often)
Settings you can adjust:
SettingDefaultDescription
Min Votes for Learning3Votes needed before learning applies
Good Content Threshold70%Success rate to trigger boost
Poor Content Threshold40%Success rate to trigger penalty
Boost Percentage15%How much to boost good content
Penalty Percentage15%How much to penalize poor content
Start with defaults. Adjust if you notice the system learning too aggressively or too slowly.

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AI Disclaimer

When enabled, suggestions include a note that the response was AI-generated:
🤖 This response was generated by AI and may not be 100% accurate.
When to enable:
  • Transparency is important to your users
  • Users should verify important information
  • You’re in an industry that requires disclaimers
When to disable:
  • Cleaner appearance
  • Users don’t need the reminder
  • You’ve validated all your sources

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Auto-Escalation

When the AI doesn’t have a confident answer, it can automatically alert your team.

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How It Works

  1. User asks a question
  2. AI searches Knowledge Base
  3. If confidence is too low, AI triggers escalation
  4. Staff gets notified
  5. User sees a message that human help is coming

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Settings

Auto-Escalate on Low Confidence Toggle this on to enable escalation when AI can’t find good answers. Ping Staff on Escalation When enabled, the bot will ping your staff role when escalating.
Make sure you have a staff role configured in your server settings.
Escalation Batch Window Wait time before sending escalation notification (in seconds):
  • 0 - Immediate notification
  • 30 - Wait 30 seconds (default, allows user to provide more context)
  • Up to 300 - Wait up to 5 minutes

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Human Assistance Detection

The bot can detect when users specifically ask for human help: Phrases that trigger immediate escalation:
  • “I want to talk to a human”
  • “Can I speak to a real person?”
  • “Human please”
  • “Real support”
  • Similar variations
When detected, the bot immediately escalates without trying to answer. Confidence Threshold How confident the AI must be that the user wants human help (default: 80%).
  • Higher = fewer false positives, might miss some requests
  • Lower = catches more requests, might escalate unnecessarily

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Viewing Feedback Data

In the dashboard, you can see:

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Overview Stats

  • Total suggestions given
  • Total votes received
  • Thumbs up percentage
  • Thumbs down percentage

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Source Performance

See how each source performs:
  • Which sources get the most positive feedback
  • Which sources have problems
  • Suggested actions (deprecate, update, etc.)

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Problem Areas

Identify content that needs attention:
  • Low success rate chunks
  • Common feedback reasons (incorrect, outdated, not relevant)
  • Suggestions for improvement

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Improving Based on Feedback

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Content With Low Ratings

If content consistently gets thumbs down:
  1. Check the source - Is the documentation accurate and up-to-date?
  2. Read the feedback - What are users saying is wrong?
  3. Update or remove - Fix the content or delete the source

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Content With High Ratings

If content consistently gets thumbs up:
  1. Add similar content - What makes this content work well?
  2. Use as a template - Follow the same format for new content
  3. Consider priority boost - Increase the source priority

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Persistent Issues

If the same questions keep getting bad ratings:
  1. Check if answer exists - Maybe you need new documentation
  2. Improve the content - Make it clearer or more complete
  3. Consider categories - Maybe the wrong source is being used

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Best Practices

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Review Feedback Regularly

Check your feedback stats weekly to catch issues early:
  • Sudden drops in success rate
  • New problem areas
  • Sources that need updates

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Enable Self-Learning Carefully

Self-learning works best with:
  • High-quality documentation
  • Enough feedback data (at least 50+ votes total)
  • Regular monitoring
Start with it disabled, enable once you’re confident in your sources.

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Use Escalation for Complex Topics

Some questions shouldn’t have AI answers:
  • Billing disputes
  • Account security issues
  • Complex technical problems
Set up category restrictions so AI doesn’t answer sensitive tickets, and enable escalation for those categories.

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