Feedback
TeamWeb AI includes a feedback system for collecting user opinions on assistant responses. There are two types of feedback: per-message thumbs up/down ratings and post-session feedback with a star rating and optional comment.
Feedback Types
Message Feedback (Thumbs Up/Down)
Every assistant message can be rated with a thumbs up or thumbs down. This appears as small icons below each assistant message in the chat interface.
- Users can change their rating at any time
- Each user/contact gets one rating per message (updating replaces the previous one)
- An optional comment can be attached
Session Feedback (Star Rating)
When a chat session ends, the user can be shown a feedback form with:
- A 1-to-5 star rating
- An optional text comment
- A skip button to dismiss without feedback
Session feedback is shown when:
- A user clicks the End chat button
- A guided-mode assistant reaches its completion goal (auto-ends the session)
Each conversation can have one session feedback record.
Which Channels Support Feedback
Feedback is only available on channels with a UI that TeamWeb AI controls:
| Channel | Message Feedback | Session Feedback |
|---|---|---|
| Browser Internal | Yes | Yes |
| Browser External (Widget) | Yes | Yes |
| Postmark (Email) | No | No |
| Slack | No | No |
| Telegram | No | No |
Configuring Feedback
Feedback settings are configured per channel, per assistant. Go to the assistant’s Channels tab, click on a browser channel, and scroll to the Feedback Settings section.
Message Feedback User Types
Choose which user types see the thumbs up/down buttons:
- Admin — Admin users see thumbs on assistant messages
- Staff — Staff users see thumbs on assistant messages
- Public — Widget visitors (contacts) see thumbs on assistant messages
Session Feedback User Types
Choose which user types see the post-session feedback form:
- Admin — Admins get the feedback form when ending a chat
- Staff — Staff users get the feedback form when ending a chat
- Public — Widget visitors get the feedback form when ending a chat
Example Configuration
A common setup:
- Browser Internal: Message feedback for admin and staff, no session feedback (internal users provide thumbs on individual responses)
- Browser External: Session feedback for public users only (visitors rate the overall experience after their chat ends)
Feedback Dashboard
Navigate to Feedback in the admin sidebar to view the feedback dashboard. It shows:
- Overall satisfaction — Percentage of thumbs-up ratings across all assistants
- Total ratings — Count of all message feedback received
- Session reviews — Count of all session feedback received
- Per-assistant breakdown — Table showing each assistant’s thumbs-up count, thumbs-down count, and satisfaction percentage
- Session ratings by assistant — Average star rating per assistant
- Recent negative feedback — The most recent thumbs-down ratings with the assistant message content for context