From now on, anyone who rates a chatbot answer as unhelpful is asked to briefly explain why before the feedback can be submitted, turning a bare negative rating into something support teams can actually work with, so they can see exactly where the chatbot fell short and fix it faster.

A required reason makes chatbot feedback worth acting on

In the chat widget, when a customer clicks 'unhelpful' to rate a chatbot response, they're now prompted to add a short explanation before the rating can go through. A bare thumbs-down is no longer enough on its own: this ensures every piece of negative feedback reaches your support team with context attached, rather than a number that needs guesswork to interpret.

  • The 'unhelpful' rating now requires a written reason before it can be submitted.
  • Support teams receive feedback with real context instead of an isolated negative score.
  • It's easier to spot which chatbot answers need correcting or updating based on what customers actually reported.

01

What changes for you

If your customers use the chat widget to get quick answers, marking a response as unhelpful now also means explaining why. A bare negative rating can no longer be submitted on its own; the system asks for a minimal explanation first.

For whoever manages support, that means feedback arrives already carrying context, rather than needing a follow-up with the customer just to find out what went wrong.

02

Why it matters

An unhelpful rating with no explanation leaves your support team guessing: was the answer wrong, incomplete, or off-topic entirely? With a required reason, whoever manages the chatbot can immediately tell the difference between a misunderstood question, outdated information, or a missing step, and act accordingly.

The result is a faster improvement cycle: less time spent interpreting vague complaints, more time spent fixing the answers that actually matter to your customers.