Overview

The Leena AI virtual assistant includes a built-in feedback mechanism that allows users to rate responses using thumbs up (👍) and thumbs down (👎) icons. This feedback helps provide valuable insights into user satisfaction.

This section explains when feedback icons appear, the different scenarios that trigger them, and how administrators can configure this feature.

Configuration Options

Administrators can customise the feedback behavior through the following settings:

When Feedback Icons Appear

Feedback icons are displayed in specific scenarios designed to capture meaningful user feedback at the right moments. The system intelligently determines when to show these icons based on the type of interaction.

1. Knowledge Base responses

Feedback icons always appear when the assistant provides information from configured sources. This allows users to immediately rate the helpfulness and accuracy of knowledge-based answers.

2. Request completion responses

Feedback icons appear at the completion of requests when the assistant has performed an action on behalf of the user. This includes scenarios such as:

• Initiating AOPs such as submitting leave requests, updating personal information, or creating tickets, without any related actions pending on initiator.
• Skill executions. For example, looking up information, or fetching data from connected systems
• Integration actions with external systems like HRIS, ticketing platforms, or document management systems

Important: Feedback icons only appear on the final response of a task, not during intermediate steps. For example:

• If a user is filling out a multi-step form conversationally, feedback appears only after the final submission and successful completion.
• If an AOP run requires approval, feedback appears after the approval is obtained or the process completes

When Feedback Icons Do Not Appear

By default, feedback icons do not appear in the following scenarios:

• Simple conversational exchanges: Greetings, small talk, or general conversation without task execution
• Clarification questions: When the assistant asks follow-up questions
• Mid-process responses: Intermediate messages during multi-step AOP runs
• Status updates: Progress notifications while an AOP run is still being processed

This default behavior ensures that feedback is collected at meaningful moments and prevents survey fatigue from too many feedback prompts.

Quick Reference

The following table summarises when feedback icons appear: