Improve responses & feedback loop
When the bot answers wrong, you can do something about it. The Improve Responses flow lets agents flag bad replies and either rewrite the answer, link to the right source, or add a new snippet to the knowledge base — all without leaving the conversation.
In this guide:
- Flag a bad reply
- Pick an improvement type
- Convert to a knowledge source
- See improvements in analytics
Step 1: Flag a bad reply
In any conversation, hover over a bot message and click 👎 Improve (or the menu → Mark for improvement).
Screenshot: The Improve-response modal with options for fixing or supplementing the bot’s answer.
A modal opens with three options:
- Rewrite the answer — type the correct response. The bot is not updated automatically; this is a flag for review.
- Link to a source — pick an existing knowledge source the bot should have used.
- Add a snippet — write a short knowledge snippet that captures the right answer. This goes straight into the chatbot’s knowledge base.
Step 2: Pick the improvement type
Each maps to a different intervention:
| Option | Best for |
|---|---|
| Rewrite | One-off answer that doesn’t generalize. |
| Link to source | The bot already had the answer but didn’t retrieve it. Indicates a retrieval issue — usually fixable by improving the source’s title/keywords. |
| Add snippet | The bot had no knowledge of this. The new snippet immediately becomes available for future conversations. |
Step 3: Submit
Click Submit. What happens next:
- Rewrite: stored as a labeled training example. Reviewed by an admin and incorporated as a snippet or used to tune Guidelines.
- Link to source: bot’s retrieval signal for that source is reinforced.
- Add snippet: the snippet is added to the knowledge base immediately. The bot picks it up on next training cycle (typically minutes).
Step 4: Track improvements in analytics
The Performance analytics dashboard shows:
- Improve rate — flag count per 100 conversations.
- Top flagged topics — where the bot is failing most often.
- Conversion rate — how many flags led to actual knowledge changes.
Use this to identify which areas of your knowledge base need more attention.
Permissions
conversations.improve— to flag and rewrite.knowledge.create— to add a snippet directly via this flow.
If you don’t have knowledge.create, the Add snippet option still records the flag but routes it to an admin for approval.
Tips
- Flag early, flag often. The bot only gets better if you tell it when it’s wrong.
- Be specific in rewrites. “That’s wrong, try harder” doesn’t help. “The correct refund window is 30 days, not 14” does.
- Audit flags weekly. Patterns in flags reveal weak knowledge sources.