The Eddy AI Feedback manager is a tool in Document360 that helps you understand how effectively Eddy AI is answering user queries in your knowledge base. It provides insights into both successful and unsuccessful search interactions, so you can improve content discoverability and user satisfaction. The Feedback manager has two tabs: Answered queries, which collects feedback on searches where Eddy responded, and Unanswered queries, which captures feedback when users receive no results. Reviewing this feedback regularly allows you to fine-tune your content, fill documentation gaps, and ensure readers always find what they need.
When to use the Eddy AI feedback manager
Use the Eddy AI Feedback manager when you want to:
- After a product release or content update: Check whether readers are finding new content or hitting dead ends.
- When search satisfaction seems low: Understand why readers are disliking responses and which articles need fixing.
- During a content audit: Spot topics consistently missing from your knowledge base and prioritize what to write next.
How to access the Eddy AI feedback manager
To access the Eddy AI Feedback manager in Document360:
- Navigate to Feedback manager () in the left navigation bar in the Knowledge base portal.
- Click Eddy AI.
The Feedback manager opens with two tabs: Answered queries and Unanswered queries.
Overview of the two tabs
The Eddy AI Feedback manager is organized into two tabs, each serving a distinct purpose.
| Tab | What it captures | What you can do with it |
|---|---|---|
| Answered queries | Feedback (likes and dislikes) from readers on Eddy AI's responses | Evaluate response quality, assign items to team members, track resolution status |
| Unanswered queries | Feedback from readers who received no results for their search | Identify content gaps, add missing topics, improve keyword coverage |
The Total answered queries count reflects the total number of feedback items across Open, Planned, and In Progress statuses.
For detailed information on reviewing and acting on feedback in each tab, see Answered queries and unanswered queries.
Best practices
- Review feedback on a weekly cadence. For newly published articles or major product releases, check feedback daily in the first few days.
- After making content updates in response to feedback, mark the relevant items as Complete to keep the feedback list actionable.
FAQ
How often should I review Eddy AI feedback?
Weekly reviews are recommended. For newly published articles or major releases, monitor feedback more frequently in the first few days after publication.
Can I use feedback to improve search results?
Yes. Use the feedback to add relevant keywords, update outdated content, and create new articles to improve content discoverability and reduce unanswered queries.
Is it possible to localize or customize the UI text in the feedback form for Eddy AI search in the knowledge base site?
Yes. You can localize or customize the UI text displayed in the feedback form using the Localization variables feature. This allows you to translate the default text into other languages. To update this text:
- Navigate to {{variable.Settings}} () > {{variable.Knowledge base portal}} in the left navigation bar in the Knowledge base portal.
- In the left navigation pane, navigate to {{variable.Localization n Workspaces}}.
- In the Localization variables tab, expand the Eddy AI accordion. You can update elements such as Like, Dislike, and Leave a comment.
:::(Info) ( NOTE) By default, the system localizes variables to the respective language. :::
- Click Save.
Is there a character limit for feedback provided by readers?
Yes. Readers can provide up to 1000 characters of feedback, regardless of whether it is positive or negative. The limit includes spaces, and formatting options like bold, italics, or bullet points are not supported. A character counter is displayed below the input box to show the remaining characters.
Why can't I select closed feedback items when using bulk selection?
Closed feedback items cannot be selected using the bulk selection option in the Feedback manager. Bulk selection applies only to active (non-closed) feedback items. To export closed feedback items, use the Filter option, for example by applying a date range or status filter, and then export the results.