The Bot Message Feedback feature empowers users to provide real-time reactions to individual bot messages using intuitive thumbs-up (like) and thumbs-down(dislike) icons. This feedback is stored at the message level and integrated into reporting dashboards, allowing brands to assess sentiment, identify areas for improvement, and optimise bot performance.

Key Benefits of bot feedback messages in live chat

• Real-Time Sentiment Tracking - Understand user sentiment at a granular level, helping teams identify friction points and improve customer satisfaction.

• Enhanced User Experience - The simple thumbs-up/thumbs-down interface, with optional comments, makes it easy for users to share feedback without interrupting the conversation.

• Actionable Analytics - Feedback data is integrated into reporting dashboards, enabling:

  • Identification of underperforming responses

  • Prioritisation of content updates

  • Measurement of bot performance over time

How bot feedback messages work

1. Feedback Icons

   Each bot message displays a thumbs-up and thumbs-down icon directly beneath it. User can select any one of the options to convey the perceived quality of the bot message.

   

2. Submitting Positive Feedback

   Clicking the thumbs-up icon triggers a toast notification:“Feedback submitted.” Feedback is final and cannot be edited after submission.

   

   

3. Submitting Negative Feedback

   Clicking the thumbs-down icon opens a list of predefined reasons (e.g., “Not helpful,” “Confusing,” “Incorrect”) and an optional comment box. After submission, a toast notification confirms: “Feedback submitted.”

   

   

   

4. Feedback Reporting & Analytics

   All feedback is automatically captured and visualized in the Sprinklr reporting dashboard. Teams can:

   • Filter by thumbs-up/thumbs-down

   • View trends over time

   • Drill down into specific messages or flows