Response Feedback Overview

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers. For more information, contact your Certinia Account Team.

You can rate the most recent response from an agent, so that Certinia can measure and improve the quality of agent responses.

The   and   buttons are displayed only while the agent's response is the last message in the conversation, and they are not displayed while the agent is still working. When you send your next message or attach a file, the buttons are withdrawn from the earlier response, and they are displayed again on the next response that the agent returns. The buttons are never displayed on your own messages, on attachments, or on approval cards.

A rating is final. When you click either button, that button is filled to confirm your rating, and you cannot change or remove the rating. Your rating is saved against the chat message, so it is still displayed if you refresh the page or resume the session. Ratings are never displayed as messages in the conversation. When you resume a past conversation, you can rate the final response if you have not already rated it. When you review a read-only conversation, only the final response can display a rating, and only if you rated it. Earlier responses display no buttons, whether or not you rated them, and you cannot rate a response in a read-only conversation.

Before you can rate a response, your administrator must grant you read access to the Response Feedback field on the Chat Message object. For more information, see Creating the AI Connector Permission Set.

For information about rating a response, see Sending Messages to an Agent.