Skip to main content
Use an agent’s Feedback tab, when available, to understand a reported answer problem and record how you handled it. Feedback brings together signals such as a thumbs-down on an answer, a Not great conversation check-in, or an answer that cut off. A check-in assesses the conversation overall. A report is a reason to investigate; it does not by itself establish which knowledge or setting caused the problem. Already on Feedback? Continue with Open a report. Already reading a report? Continue with Read the answer in context.

​
Open Feedback

  1. Open Analytics.
  2. Under Your Agents, select the intended agent.
  3. Select Feedback when it is available.
  4. Continue with Open a report.
The link opens the Analytics overview, where you choose your own agent. If it asks you to sign in, sign in. Open Analytics again if needed. Your space currently contains only you, its owner. If Feedback is absent, confirm that you opened the intended agent. Its absence alone does not mean that every answer was satisfactory; you can still read its conversations.

​
Open a report

  1. Under Needs attention, select Open to see unresolved reports.
  2. Select a report to open its details.
  3. Continue with Read the answer in context.
On a small screen, use the back arrow labelled Back to problems to return from the report to the list. Use these controls to find the reports you need: The Open and Resolved totals remain totals for the date range, so they can exceed a reason-filtered list. Cut off is offered only when the range has relevant recorded evidence.

​
Read the answer in context

  1. Read the user’s question.
  2. Read the relevant answer and its pinned feedback.
  3. Read the visitor’s note, if one is present.
  4. Expand the earlier or later messages if you need more context.
  5. Read the report’s guidance before choosing a repair.
A dot in the list means the report has not yet been viewed. Deliberately selecting a report can mark it read. Read status is separate from resolving the problem.

​
Check what the answer used

Used for this answer lists stored references for the rated answer. An available Open control can take you to a website page or the relevant Library search. If Open is absent, the entry does not provide that opening action or establish a public download link. A document entry can show its current name and update information. That may differ from the version available when the answer was written. Compare the answer with the approved source material before deciding what needs to change. For example, a fictional Workshop FAQ agent might say no notebook is needed while the approved workshop document says to bring one. Check the complete exchange and source before deciding whether to correct the agent’s knowledge or instructions.

​
Follow the repair guidance

A report may offer Edit knowledge, Edit instructions or Edit max length when you can edit the agent. These actions open the corresponding builder area. They do not apply a repair automatically. If the creator maintains an installed marketplace agent, the guidance can direct you back to that creator instead of offering an edit button. Follow the displayed guidance. Use the builder’s saving steps and check the result of a change before treating it as fixed. See Give your agent knowledge or Write your agent’s instructions when the report points to those issues.

​
Mark a report as resolved

For a Cut-off answer, the helper can say that resolving it resolves all open cut-offs for this agent. Read that scope before selecting Mark resolved.
  1. Complete the appropriate repair or follow-up work.
  2. Return to the report.
  3. Select Mark resolved.
  4. Wait for the state update to finish.
  5. On a small screen, select the back arrow labelled Back to problems.
  6. Select Resolved in the list.
  7. Check that the handled report appears there.
Resolving records your handling. It does not rewrite the previous answer or prove that future answers are correct. The action saves the report state without a separate Save button. A builder edit has its own saving behavior.

​
Reopen or recognize a withdrawn report

Select Reopen when an eligible resolved report needs attention again. This action is available only while the report’s negative condition still applies. Wait for the state update before treating it as open again. A withdrawn report is different: the visitor changed or cleared the negative vote, or changed their conversation check-in assessment. It does not offer the same repair and state controls. If the report changes while you are reading it, follow its refreshed state.

​
If reports are missing or a read fails

  1. Select Clear reasons if a reason filter is active.
  2. Clear the report date filter if you need to look outside that range.
  3. Check both Open and Resolved.
  4. Scroll inside Needs attention to find older reports.
  5. Select Load older problems if it is offered.
An empty list is not proof that everyone was satisfied: only recorded reports appear here. If Couldn’t load problems. or Couldn’t load this report. offers Retry, select it to retry that failed read. If resolving or reopening fails, keep the report open and read the displayed message. Do not assume the change was saved until its state updates.