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Feedback Settings let you configure how agents provide feedback on the Agent AI widget. Two feedback types are available:
TypeDescription
Context-Specific FeedbackConfigure up to six predefined negative feedback messages for Agentic Feedback, Dialog Tasks, Answers, FAQs, and Summaries. Up to five can be active at a time. Messages appear after agents select the thumbs-down icon.
Overall Widget FeedbackConfigure up to six positive and six negative feedback messages. Up to five from each category can be active at a time. Disabled by default.

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Configure Feedback Messages

The Feedback Settings section includes subsections for Agentic Feedback, Dialog Task Feedback, Answers Feedback, FAQ Feedback, Summary Feedback, and Overall Widget Feedback. Each subsection includes predefined messages that you can edit.
  1. Sign in to XO Platform.
  2. Go to Agent AI > Configurations > Feedback Settings. Feedback Settings
  3. Expand any subsection — Agentic Feedback, Dialog Task Feedback, Answers Feedback, FAQ Feedback, Summary Feedback, or Overall Widget Feedback.
  4. Use the toggle to turn the subsection on or off.
    • For Overall Widget Feedback, expand Positive or Negative Feedback separately.
    Positive Negative Feedback Subsection
  5. Select the edit icon on any feedback message.
  6. Edit the message and press Enter to save.

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Turn On or Off Feedback Messages

Only active (turned on) feedback messages appear in the widget. Up to five of the six default messages can be active at a time.
  1. Select the Enable/Disable toggle on a feedback message.
  2. Select Save.

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Turn On or Off the Additional Comments Box

The Display additional comment box appears in the widget only if enabled here.
  1. Select or clear the Display additional comment checkbox. Display Additional Comment Box
  2. Select Save.

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Customize Feedback Language

The app’s default language is pre-selected. You can change the display language for feedback messages.
  1. Select the language selection dropdown next to the Display additional comment box.
  2. Select a language and select Save. Change Feedback Message Language

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Feedback in the Agent AI Widget

Feedback messages and the additional comment box appear in the widget only when enabled. If not configured, only the thumbs up and thumbs down icons appear.
Feedback TypeTrigger
Agentic FeedbackWhen an Agentic Copilot Next Best Action suggestion is received.
Dialog Task FeedbackWhen a dialog task completes.
Answers FeedbackWhen an agent views an answer or web page.
FAQ FeedbackWhen an agent views an FAQ.
Summary FeedbackWhen an auto-generated summary appears.
Overall Widget FeedbackWhen the agent selects the ellipsis (more) icon at the widget’s lower right.
Overall Widget Feedback Button Agents can select multiple feedback messages and enter additional comments in the Tell us more… field (if Display additional comment box is enabled). Agentic Feedback Messages
The Submit button appears only when feedback messages or the additional comment box are active in the widget.