Articles in this section

Solve Widget Quick Feedback

Quick Feedback enables your customers to give feedback on specific articles in your Knowledge Base. Unlike CSAT, which evaluates the overall conversation, Quick Feedback is directly related to the article that precedes the thumbs-up/down icons.


Enable Quick Feedback

  1. Click Solve > Widget Configuration > CSAT Icon > Quick Feedback tab.
  2. Turn the toggle on.
  3. Choose a style for your Quick Feedback icon.
  4. Edit hover labels according to your preference.
  5. Optional: Customize the question for Quick Feedback.
  6. Select the Intent to route the customer if they provide negative feedback.

  7. Optional: Tick a checkbox to request free-form feedback for positive or negative feedback.
  8. Click Preview to check your Quick Feedback.
  9. Click Publish.
  10. After Quick Feedback is enabled, it will appear whenever the Widget retrieves articles, regardless of whether the articles are:
    • Manually selected
    • Used in articles (steps) or articles (templates)
    • Retrieved through Dynamic Knowledge Retrieval


View Quick Feedback results

Once customers start giving feedback, you can find Quick Feedback results on multiple sections of the Forethought dashboard. The results are available in the following locations:

Widget Insights

  • Overview tab
  • Topics tab (Quick Feedback pie chart) Topics tab.png
  • Articles tab (Quick Feedback pie chart)
  • Knowledge articles table (Quick Feedback column (positive/negative/not answered) bar) 
  • Article details page 


Workflow Builder

  • Chats table (Quick feedback column (positive/negative/not answered) bar)

  • Conversations drawer (Article list with Quick Feedback) 



The exporting capability is not available today, but it is expected to be available soon.

Was this article helpful?
0 out of 0 found this helpful


  • Need help?

    Click here to submit a support request. We are here to assist you.

  • Business hours

    Monday to Friday 8am - 5pm PST excluding US holidays

  • Contact us