Bot Message Feedback Reporting
Updated
You can create a Bot Message Feedback Report to gain visibility into customer feedback on bot‑generated messages during Live Chat conversations. By leveraging the Inbound Analytics data source in Care Reporting, you can create widgets that surface feedback trends, highlight underperforming bot responses, and pinpoint areas for improvement.
Create Bot Message Feedback Report
To create the report, follow these steps:
1. Click the New Page (+) icon to open the Launchpad.
2. On the Launchpad, under Analyze > Reporting, click Care Reporting.
3. On the Reporting Dashboards screen, click Create Dashboard.
4. On the Create Dashboard window, enter the required details and click Create.
5. Next, add and configure a widget to monitor bot message feedback. For detailed steps, see the Widget Configuration in Reporting article.
While configuring the widget, consider the following points:
In the Data Source drop-down, select Inbound Analytics.
In the What would you like to plot on your widget section, click Bulk add Metrics/Dimensions. Select from the supported metrics and dimensions. For more details, see the Supported Metrics and Dimensions section.
An example of the plotted report is shown below:
Supported Metrics and Dimensions
Below are the supported metrics and dimensions:
Field | Type | Description |
Message Count | Metric | Total number of feedback messages recorded in Live Chat. Useful for measuring overall feedback volume. |
Inbound Message | Dimension | Identifies whether the feedback message originated from the customer side. |
In Reply To Message Id | Dimension | Links feedback to the specific brand message it references, enabling traceability of feedback context. |
Live Chat Message Feedback | Dimension | Captures the type or category of feedback provided in Live Chat interactions. |
Live Chat Message Feedback Comment | Dimension | Stores free‑text comments submitted by users as part of feedback. |
Live Chat Message Feedback Responses | Dimension | Represents structured response options (for example, rating scales, multiple choice) selected during feedback submission. |
Live Chat Message Feedback Question | Dimension | Contains the specific feedback question presented to the user (for example, “Was this helpful?”). |
Live Chat Message Feedback Submitted | Dimension | Indicates whether feedback was successfully submitted, useful for tracking completion rates. |