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4. Rating an answer: likes, dislikes and comments

 Rating an answer: likes, dislikes and comments
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Updated 1 month ago · 2 min read

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Users can rate any reply the chatbot gives. That feedback is one of the most useful signals your team has, because it points straight at the answers that are not working.

What users see
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Each reply carries a like and a dislike control. Selecting either records the rating, and users can also leave a written comment through the **Feedback** section beneath the reply. Replies blocked by a guardrail do not offer the rating controls.

Feedback is optional and most users will not leave any, so treat the comments you do get as a sample rather than a full picture.

![A chatbot reply in the chat window: the thumbs up is selected, then the Feedback section opens with a box to write a comment](https://assist.knowledge.civ.io/storage/R4DajNZvMUpNsXcZUdA8qQWvcYFSiQ584ADJ5tFI.gif)

Where it appears for your team
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Feedback shows up in three places.

In **conversation history**, any rating or comment appears against the message it relates to, so you can read the question, the reply and the reaction together. See [Reading a conversation and understanding alerts](/articles/reading-a-conversation-and-alerts).

The **Feedback** page in the dashboard gathers it all in one list: totals for likes, dislikes and comments, and each written comment alongside the conversation it belongs to. Select the Thread ID to open that conversation.

![The Feedback page in the dashboard showing a dislike and the written comment left with it](https://assist.knowledge.civ.io/storage/pHXhkUSfNGermddzlMGwFuvaWvxPk2VXXvmeMfwC.png)

On the **reporting dashboard**, three widgets count it: **Total likes**, **Total dislikes**, and **Total feedback comments**. See [Reporting widget reference](/articles/reporting-widget-reference).

How to use it
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A single dislike usually is not worth chasing. A cluster of them on the same topic almost always is.

Repeated dislikes on one subject normally mean one of two things: the knowledge base is missing the information, or it has it but the answer is unclear or out of date. Either way you can act on it by proposing a better answer through [Additional knowledge](/articles/manual-context) or adding new content to your website and asking Civio admins to recrawl it.

Reviewing dislikes is a good weekly habit. Check the **Feedback** page, read the comments, and turn anything recurring into a knowlege base update.

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