Conversations and insights
Fix answers rated unhelpful
A thumbs down usually means the source said something unclear, outdated or wrong. Fix the source and every future answer improves.
Before you start
- Ask for feedback is on in the widget's Behaviour settings, so customers can rate answers.
Four steps
Find the unhelpful answers
Choose Insights in the sidebar and look at Answers rated unhelpful, or filter Conversations by Rated unhelpful.
Read the answer and its sources
Open the conversation. Check the passages the answer cited: is the information wrong, out of date, or just hard to follow?
Fix the source
- An imported page: correct it on your site, then fetch it again.
- A file: upload the corrected version and delete the old one.
- An article: edit it and choose Save and re-index.
Ask again
Ask the same question in the Playground to check the new answer.
You're done when
The question gets a correct, cited answer in the playground.
If something's not right
The source is right but the answer still misses
Try a different tone or length, or add a rule to custom instructions.
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