Rating and revising replies

Every reply from the agent has three small icons alongside it: a pencil, a thumbs-up, and a thumbs-down.

Rate helpful / Rate not helpful

Use the thumbs-up/thumbs-down to flag whether a specific reply was good or not. This is the fastest way to build a record of where Caro is (and isn't) answering well — worth doing consistently if you review conversations regularly, since patterns in "not helpful" ratings point directly at gaps in your training data or a setting worth adjusting.

Revise this answer

Click the pencil icon (Revise this answer) to correct a specific reply directly in the transcript — useful when an answer was close but not quite right, and you want the corrected version on record for that conversation without waiting to fix the underlying source first.

How this differs from fixing a Source

Revising an answer here corrects what's shown in this one conversation — it doesn't change what Caro will say to the next customer who asks the same thing. If a reply was wrong because of outdated or missing training data, also fix it at the source: see Editing and removing sources.