The Bot Message Feedback feature enables 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

The feedback message offers the following benefits:

• 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, allows users to share feedback easily 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

Feedback Icons

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

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Submitting Positive Feedback

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

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Submitting Negative Feedback

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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.”

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

Inline Negative Feedback Form

The Inline Negative Feedback Form allows users to submit feedback directly within the chat thread when they click the thumbs-down icon. Instead of opening a separate full-screen modal, the form appears inline in the conversation, keeping the interaction within the existing chat flow.

This approach provides a faster and more seamless feedback experience. The form automatically disappears when the user:

• Submits the feedback

• Cancels the form

• Sends a new message

By maintaining continuity within the chat interface, the inline format reduces friction and encourages users to provide feedback without disrupting the conversation.