Rating an answer and reviewing feedback
Every finished answer in chat carries a thumbs pair, and every rating lands on that knowledge base's Feedback tab — the shortest route to which answers people trust.
- The Knowledge Base module visible in your left-hand navigation.
- This permission: Knowledge Base · Kb — VIEW.
- Rating an answer needs nothing beyond chat access; reviewing the ratings needs the view permission.
If Knowledge Base isn't in your navigation, your role doesn't have visibility for it — ask a workspace administrator, or see Permissions and module visibility.
Steps
Select Helpful or Not helpful under the answer — the thumbs appear only once it has finished. Helpful submits straight away, confirmed by Thanks for your feedback.
Not helpful opens What went wrong?. Choose Inaccurate, Out of date, Not relevant or Incomplete and add a note — both optional — then select Submit, or Cancel.
Open the knowledge base and select Feedback. Rows give the Query, Rating, Reason, Comment, the User — or System — and Submitted.
The rating filter — All ratings, Thumbs up or Thumbs down — and Search by query… both run on the server, so they cover every record, not just this page. Sorting is on Submitted only.
Select a Query for its detail: the rating pill and timestamp, a Comment card when a note was left, and a Details card listing Reason, Provenance, User and the Answer hash.
What success looks like
- The thumb you chose fills in and Thanks for your feedback. appears.
- The rating shows on the Feedback tab as a row carrying its Reason and Comment.
What a reviewer cannot see
The answer itself is never stored — the server hashes it, so Details shows only an Answer hash. A rating sent from chat carries no query id, so View retrieval trace, the Groundedness pill and Retrieved chunks appear only when the platform can join them; otherwise you get No chunk ids recorded for this answer. A rating is also final — both thumbs disable once you choose, and there is no undo.
If something goes wrong
| Symptom | Likely cause | What to do |
|---|---|---|
| Could not record feedback. Please try again. | The rating never reached the server, so the thumb reverts. | Rate it again. |
| The pane is replaced by Access Forbidden. | The tab is visible to everyone; its data is not. | Select Go Back and ask an administrator — see Access. |
| A record has no View retrieval trace link. | That rating carried no query id. | Find the question in the trace list — see Reading a retrieval trace. |
| No feedback found. | Nothing rated yet, or your filter and search exclude it. | Set the filter back to All ratings and clear Search by query…. |
Next
- Reading a retrieval trace — what was retrieved behind a rated answer.
- Curated question and answer pairs — pin the wording when an answer keeps missing.
- Evaluation — the gate fed by the golden set and live feedback.