Reviewing feedback | Civio Civio Assist Knowledge Base [Skip to content](#main) [ ![Civio Civio Assist Knowledge Base](/civio-light.svg) ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io) [Product documentation](/articles) [Release notes](/releases) [ Support portal ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) Toggle navigation [Product documentation](/articles) [Release notes](/releases) [Support portal](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) 1. [Home](/) › 2. [Product documentation](/articles) › 3. [Conversations](/articles?category=6) › 4. Reviewing feedback Reviewing feedback ================== Updated 1 month ago · 4 min read Search Search The **Feedback** page gathers every rating and comment your users have left on the chatbot's answers. It is the shortest route to the answers that are not working, because the reader has told you so directly. This article covers the page in the dashboard. For what users see in the chat window when they rate an answer, see [Rating an answer: likes, dislikes and comments](/articles/rating-an-answer-feedback). What the Feedback page shows ---------------------------- Go to **Feedback** in the dashboard. Three totals sit at the top of the page, covering the whole history of your chatbot: **Total comments**, **Total likes** and **Total dislikes**. Beneath them is the list of written comments, newest first, fifteen to a page. Each row gives you the **Thread ID** of the conversation the comment came from, the **Feedback Message** the user wrote, and the **Feedback Date**. ![The User Feedback page in the dashboard, showing the three totals above a list of feedback comments](https://assist.knowledge.civ.io/storage/wAe8f1L3tnDKZoDOzKHJR0QsAxx28aswP1goUrWm.png) Select a **Thread ID** to open that conversation and read the comment in context: the question the user asked, the answer they were given, and everything that followed. That context is usually what tells you whether the answer was wrong, incomplete, or simply not what the user was after. The totals are filters too -------------------------- The three totals are buttons. Selecting one filters the page to that kind of feedback, which saves setting the filter by hand. ![The Total comments, Total likes and Total dislikes tiles at the top of the Feedback page, traced in orange](https://assist.knowledge.civ.io/storage/A8QikHaVMYiK9FiP1xAE6SSknlOdjCuskEHZvm9T.png) Selecting the same total again clears the filter and returns you to the full list. Why the columns change ---------------------- Filtering to likes or dislikes changes what the page lists. This is worth knowing, because the columns change with it. - By default, and when you filter to **With comments**, the page lists **written comments**, one row per comment. - When you filter to **Positive feedback** or **Negative feedback**, the page lists **conversations** instead, with a **Messages** count and **Likes** and **Dislikes** tallies for each one. ![The Feedback page filtered to negative feedback, listing conversations with Messages, Likes and Dislikes columns](https://assist.knowledge.civ.io/storage/QZPY8fINIvezpWonl27D7SLTie7RC8Dt1xmmx0RY.png) The reason is that a like or a dislike carries no text of its own, so there is nothing to list a comment against. Showing the conversation instead gives you something to open and read. Narrowing the list ------------------ Use **Search feedback** to find comments containing a particular word. Searching for "parking" or "rates" is a quick way to see whether one topic is behind a run of complaints. Select **+ Add filter** for the rest: Filter Use it to Thread ID Pull up the feedback left on one specific conversation. Feedback Choose **All**, **Positive feedback**, **Negative feedback** or **With comments**. Feedback from Set the start of a date range. Feedback to Set the end of a date range. ![The Add filter list open on the Feedback page, showing the Thread ID, Feedback, Feedback from and Feedback to filters](https://assist.knowledge.civ.io/storage/zw1IVzQYIrDriUOVdXRxL5G8iqKH9gTxVG8XUHPn.png) The date filters are the ones to reach for after a change: set the range to the fortnight since your website was updated, and you are looking only at feedback on the current content. Turning feedback into improvements ---------------------------------- A single dislike is rarely worth chasing. A cluster of them on one topic almost always is. Reading the conversations behind a cluster usually points to one of two causes. Either the knowledge base does not hold the information, in which case you can propose it yourself through [Creating an additional knowledge entry](/articles/manual-context). Or the information is there but the page it came from is unclear or out of date, in which case the fix belongs on your website, and the Civio team can recrawl it once the page is updated. Reviewing feedback weekly is enough for most chatbots. Read the new comments, open anything that repeats, and act on the pattern rather than the individual rating. The totals here count the whole history of your chatbot and ignore any date range you have set elsewhere. For feedback trends over a chosen period, use the **Total likes**, **Total dislikes** and **Total feedback comments** widgets on your report instead. See [Reporting widget reference](/articles/reporting-widget-reference). Was this article helpful? ------------------------- Your feedback helps us prioritise what to rewrite. Yes No [ Back to Conversations ](/articles?category=6) On this page ### Still need help? Raise a request in the support portal and track it to resolution. [ Submit a support request ](https://nginx.deploy-lagoon-production.civio-assist-docs.dh1.amazee.io/portal/login) **Need additional help?** Contact our support team at [help@assist-support.civ.io](mailto:support@civ.io) © 2026 [Civio](https://civ.io)