Quick Feedback in Solve Widget

Quick Feedback allows your end users to provide direct feedback on an article—or a group of articles—surfaced through Knowledge Retrieval or a workflow in the Solve Widget.

Unlike CSAT, which measures the overall quality of a conversation, Quick Feedback focuses on how useful the surfaced article is in answering the user’s question. Users can provide feedback by clicking either the “Helpful” or “Unhelpful” button shown after articles are displayed through Knowledge Retrieval or workflows that have article suggestions or manually selected articles.

How Quick Feedback Works

When Quick Feedback is enabled, it captures how helpful users find the surfaced article(s) during their interaction with an AI agent.

• If a single article is surfaced, and the user submits feedback, it adds +1 to the Quick Feedback metric in Solve Insights.
• If multiple articles (2 or more) are surfaced, and the user submits feedback, it adds +1 to the Quick Feedback metric for each article shown.
  • For example, if 3 articles are surfaced, and the user gives feedback, the Quick Feedback metric increases by 3.

Set up Quick Feedback

1. Navigate to Solve > Configuration > Widget.
   
   
2. On the right side of your dashboard, click CSAT > Quick Feedback. 
3. Turn the toggle ON to enable Quick Feedback.
   
4. Choose a style for the Quick Feedback icon and edit the hover labels as needed (e.g., "Good", "Bad").
   
   
5. Customize the feedback question that appears. Then, select the Workflow to route users if they provide negative feedback.
   
   
6. Optional: Enable free-form feedback for positive and/or negative responses by ticking the checkbox.
   
   
7. To test your Quick Feedback configuration, click Preview.
8. Click Publish to make it available for your end users.

Where It Appears

Once enabled, Quick Feedback will appear any time the Widget retrieves articles—whether they are:

• Manually selected
• Displayed through Articles (Steps) or Articles (Templates)
• Pulled via Dynamic Knowledge Retrieval

View Quick Feedback Analytics

Once your end users start submitting Quick Feedback, you can track and analyze results across several sections in the Forethought dashboard.

Quick Feedback data is available under Solve > Solve Insights in the following tabs:

• Overview - Displays overall Quick Feedback analytics across all tabs.
  

   

• Conversations - Shows feedback for each conversation that surfaced an article or group of articles.
  
  

   

• Knowledge - Displays feedback for each article or article group surfaced during Knowledge Retrieval.
  
  
  

• Workflows - Shows feedback related to workflows that surfaced articles.
  
  
  

• Topics - Presents feedback as a pie chart organized by topic.
  

Each tab includes visualizations such as pie charts and bar indicators showing positive, negative, and unanswered feedback.