Message feedback

While chatting, a user can flag a weak or wrong answer with Report a problem with this message. Message feedback is where you — as someone who manages the agent — read those reports, so you can spot recurring problems and improve the agent.

Feedback is per agent: you open it from an agent’s page in Studio, and it lists every report left on that agent’s messages. It’s visible only to people who can manage the agent (workspace owners and admins); it isn’t behind a feature flag.

Where feedback comes from

Reports are created by end users in a conversation, not in Studio. Under any assistant reply, a thumbs button opens Report a problem with this message; the user writes a free-text comment and clicks Send. Each comment becomes one entry on this page. See Chat with an agent for the user’s side.

The full flow at a glance

The walkthrough below replays every step in the real interface. Use Prev / Next to move at your own pace; each step highlights the button to click and the area to watch.

Step by step

1. Open the Feedback card

Open the agent from the Agents list in the left sidebar. On the agent’s page, find the Feedback card — Manage feedback on agent messages. — and click its round arrow button to open it. (The card only appears if you can manage the agent.)

2. Read the list of reports

The Feedback page opens, titled Feedback with the agent’s name and type underneath. It’s a simple list — newest first, one entry per reported message. When there’s nothing yet, you’ll see the empty state instead (step 5).

3. See the reported message

The top card of each entry is the exact agent message that was reported, shown as it appeared to the user. Below it, a small line gives the Session ID and the Message ID so you can trace which conversation and message it came from.

4. Read the report

The card below it is the report itself: the date it was sent, then the reporter’s free-text comment. There’s no rating or category — just the message and the comment. The reporter’s identity isn’t shown, and there are no per-row actions.

5. The empty state

Until someone reports a message, the page shows No feedback yet — No feedback on the agent’s messages.

Tips

• Check feedback regularly: recurring comments about the same answer usually point to an instruction, a source, or a model setting worth adjusting.
• Use the Session ID and Message ID to locate the conversation the report came from when you need the full context.

Troubleshooting

• There’s no Feedback card on the agent’s page — the card and page are only available to people who can manage the agent (owner/admin). Ask a workspace admin if you need access.
• The page is empty — no one has reported a message on this agent yet. Reports come from the end-user Report a problem with this message action in a conversation (see Chat with an agent).