Overview

TheFeedback Feature allows you to track and manage employee feedback on employee responses, ensuring continuous improvement in content accuracy. Super admins can view answers that employees give a thumbs-down or up to and categorize them by priority, track resolution progress, and escalate issues if needed.


This feature helps you:
✅ Identify top, medium, and low-priority feedback items to take action on
✅ Determine if an answer needs internal review or should be sent to MeBeBot for AI training improvements.
✅ Sort and track feedback based on status
✅ Filter by country or escalation status (e.g., sent to Jira or another ticketing system for assistance).
✅ Add notes for further clarity on actions to be taken






How to Use 

Step 1: Access the Feedback Dashboard

  1. Navigate to the Feedback section within the MeBeBot platform.

  2. You will see a list of answers that employees marked as helpful or unhelpful using the thumbs-up ? or thumbs-down ? feature.

  3. Also, you can see which questions employees asked that triggered a fallback answer, meaning that the ideal answer couldn't be provided as it is not currently published or enabled.

  4. Move the columns to change the width if needed by hovering your house and dragging the columns to the right or left to create more or less spacing.

Step 2: Review & Prioritize Feedback

        1. Filter and sort feedback items by:

  • Status: Out of Scope, Low Priority, Medium Priority, Top Priority, Customer Resolved, MeBeBot Training, MeBeBot Resolved

  • Country: See if feedback trends vary by region.

  • Escalation: View if an item has been sent to a ticketing system like Jira.

  • Employee Roles: If you have Manager Bot turned on, then sort feedback by Manager or Individual Contributors




2. Identify whether the feedback is an internal content improvement or should be flagged as a MeBeBot training item for better AI-generated responses.



Step 3: Take Action

1. If an answer requires internal content updates:

  • Assign a priority level (High, Medium, Low).

  • Update and refine the answer directly in MeBeBot or Publish/Enable a new question

  • Add notes to track changes.

  • Move to Customer Resolved when change is complete.


2. If an answer requires AI training improvements:

  • Mark it as a MeBeBot Training item.

  • Note the specific training that needs to occur

  • CSM at MeBeBot will submit it to MeBeBot Engineering team for further AI optimization.

  • MeBeBot CSM will mark as MeBeBot resolved when complete


3. Use the OUT OF SCOPE status when something is "out of scope" and you don't plan to update the current content, or enable that question, or it's simply not applicable and outside the current ability of MeBeBot to answer.


Step 4: Track Progress & Follow Up

  • Monitor feedback trends over time to proactively update content before recurring issues arise.

  • Use sorting options to quickly find feedback that still requires action.