User feedback

Collect user feedback on AI replies easily with the NLX platform

What are Feedback collections?

Feedback collections let you capture quick structured user feedback on an AI response (just like the 👍/👎 controls you see with popular LLM chat experiences). Because a feedback collection is a global workspace resource, you can reuse the same collection user nodes and basic nodes.

If using Touchpoint, feedback collections are rendered automatically in the chat UI with no additional frontend work required. If you prefer a fully branded or custom experience, you can render the feedback UI in your own frontend and submit feedback using your own interface.

Feedback collections are currently supported in chat-based experiences. Voice feedback collections are unsupported at this time.

Common use cases:

• Measure response quality (helpful vs. not helpful) on key moments like knowledge base answers

• Identify knowledge gaps (patterns in bad ratings and comments)

• Compare experiences across flows or versions of an application

• Add pulse checks after high-risk turns (refunds, account access, compliance messaging)

To access, click Resources in your workspace menu and choose Feedback collections

Set up a collection

Create and configure a feedback collection once and then reuse it anywhere.

When setting up a New feedback collection, set the following on its Configuration tab:

• Name: Internal name for the collection (e.g., “Post-answer rating”)

Optional:

• Comments (toggle): When enabled, users can leave an optional written comment

• Question (toggle): The prompt shown to the user (e.g., “How was your experience?”)

  • NOTE: Keep the question short and neutral, as users respond more when it feels effortless

• Labels: Customize the text shown to users for each rating option (e.g., Good/Bad), including the Comments label, if enabled (e.g., Tell me more)

Option 1: Create from Resources page

1. Select Resources in your workspace menu and choose the Feedback collections card

2. Select New feedback collection

3. Configure the collection fields and click Save

Option 2: Create while in a flow

You can also create a feedback collection directly from a node in your flow:

1. Choose an eligible node (User choice, User input, or Basic)

2. Click +Add functionality and select Collect feedback

3. In the collection dropdown, select +Create new collection

4. Configure the collection fields and click Save

Use a collection

Attach feedback collection prompts directly to a node so the user can rate the preceding experience.

1. Open a flow and select the node where you want to request feedback (only user or basic nodes)

2. In the node’s side panel, select + Add functionality

3. Choose Collect feedback

4. Select the feedback collection (e.g., "Post-answer rating") from the dropdown

5. Click Save on the Canvas

Monitor feedback

Feedback tab on application

Once your flow is deployed with an app and users begin responding, you can review results per application.

1. Go to Applications in your workspace menu and select your app

2. Click the Feedback tab

3. Choose the feedback collection (if more than one appear in flows attached to your app) from the dropdown to view:

   • Rating distribution (Good vs. Bad)

   • Entries list, including:

     • Timestamp

     • Source (where it occurred)

     • User utterance

     • The application message that was rated

     • The rating and any comment

Use search and filters to narrow down results to specific periods or patterns.