Overview

The Feedback feature helps you track and manage how employees respond to the answers MeBeBot delivers, so you can keep your content accurate and improving over time.


When an employee gives an answer a thumbs up ? or thumbs down ?, it shows up here. Super Admins and Feedback Users can review those responses, categorize them by priority, track resolution progress, and escalate anything that needs extra attention.


Here is what the feature helps you do:


✅ Spot top, medium, and low priority feedback so you know where to focus first 

✅ Decide whether an answer needs an internal content update or should go to MeBeBot for AI training 

✅ Sort and track feedback by status, including a Pending Testing status for items you are still validating 

✅ Filter by country or escalation status (for example, items sent to a ticketing system like Jira) 

✅ Export your feedback data right from the Feedback Page, with your filters applied 

✅ Add notes, and see who left them, so your team stays aligned on what needs to happen next






How to Use

Step 1: Access the Feedback Dashboard

  1. Go to the Feedback section in the MeBeBot platform (Super admins or those with the Feedback Manager permissions can only view)
  2. You will see the answers employees marked as not helpful (?).
  3. You will also see questions that triggered a fallback answer. A fallback means the ideal answer was not available yet, usually because it has not been published or enabled.
  4. To adjust the table, hover your mouse over a column edge and drag left or right to widen or narrow the spacing.



Step 2: Review and Prioritize Feedback


Filter and sort your feedback items by:

  • Status: Out of Scope, Low Priority, Medium Priority, Top Priority, Pending Testing, Customer Resolved, MeBeBot Training, MeBeBot Resolved
  • Country: See whether feedback trends vary by region
  • Escalation: See whether an item has been sent to a ticketing system like Jira
  • Employee Role: If you have Manager ToolBot turned on, sort feedback by Manager or Individual Contributor


Then decide whether each item is an internal content improvement or a MeBeBot training item for better AI generated responses.





Step 3: Take Action


If an answer needs an internal content update:

  • Set the priority (Top, Medium, or Low)
  • Update the answer directly in MeBeBot, or publish and enable a new question
  • Add notes to track what changed. You will also see the name of the last person who left a note, so when several people are managing content it is easy to follow up with the right person.
  • Move it to Customer Resolved once the update is complete



If an answer needs AI training improvements:

  • Mark it as a MeBeBot Training item
  • Note the specific training that needs to happen
  • Your MeBeBot CSM will submit it to the MeBeBot Engineering team for AI optimization
  • Your CSM will mark it MeBeBot Resolved when complete



Use Pending Testing for the in-between moments. When you have updated a prescriptive answer or synced non-prescriptive documents and you are waiting to retest whether the change is reflected correctly, set the item to Pending Testing. That tells your team the item is actively being worked and is not ready for final review yet, instead of leaving it in limbo.


Use Out of Scope when you do not plan to update the content or enable the question, or when the request falls outside what MeBeBot is currently able to answer.





Step 4: Track Progress and Follow Up

  • Watch feedback trends over time so you can update content before small issues become recurring ones
  • Use the sorting options to quickly surface items that still need action



Step 5: Export Your Feedback Data


Export feedback data directly from the Feedback Page. Your export reflects whatever date range and filters you have applied. 


How?


1. Set the date range and any filters you want reflected in the export.

2. Click the export icon in the top right hand corner.

3. The CSV will automatically download to your computer.



Note: Want just the escalated items? Set your date range, select Escalated, and the export will include only those. The number of escalated items is included in the export as well.


? Tip: Feedback is also the source behind your Feedback Accuracy Rate, one of the metrics you will see in your QBR. Staying on top of it here keeps that number moving in the right direction.