Manage Eddy AI Answered queries

Managing Eddy AI answered queries feedback allows you to review reader responses to Eddy's search results, assign feedback items to team members, and track their resolution progress. The Answered queries tab in the Eddy AI Feedback manager is where you action this feedback, update statuses, and communicate with readers who have requested a follow-up. Keeping answered query feedback well-managed helps you continuously improve the quality and relevance of your knowledge base content.

Before you begin

Only feedback with an Open status can be selected for bulk actions. Closed feedback items cannot be bulk-selected.

How to address answered queries feedback

To respond to and resolve a feedback item in the Answered queries tab:

1. Select the Answered queries tab in the Eddy AI Feedback manager.

2. Choose the feedback item to be addressed from the list.

3. Read the reader's comments to understand their input and review the feedback in context.

4. Note the search query displayed at the top of the feedback panel for reference.

5. If necessary, assign the feedback to a team member by selecting their name from the Assignee dropdown.

6. Add any internal comments or responses in the Discussions & history field.

7. Select a status from the Status dropdown to indicate the feedback's progress. The available statuses are:

   Status	Description
   Open	Default status. The feedback has not yet been addressed.
   Planned	The feedback has been reviewed and is scheduled for future action.
   In progress	A team member is actively working on the feedback.
   Complete	The feedback has been addressed. You can still add comments if needed.
   Closed	The feedback is no longer active. No further actions can be performed.

By addressing feedback in this tab, you can enhance the quality and relevance of your articles by adding missing information or updating existing content.

How to bulk-manage answered queries feedback

To update the assignee or status for multiple feedback items at once:

1. Select the checkboxes next to the feedback items you wish to update. Only items with an Open status can be selected for bulk actions.
2. Click () Assign to or () Change status from the toolbar above the feedback list. A Manage feedback pop-up will appear.
3. To assign the feedback, click the Assign dropdown and select the desired team member. Use the search field to find them quickly.
4. To set the status, click the Select status dropdown and select the desired status: Open, Planned, In progress, Complete, or Closed.
5. Click Save.

How to manage answered queries feedback from the Overview page

The Tasks card on the Overview page displays Eddy AI search feedback assigned to you from the Feedback manager.

• Each feedback task displays the feedback title, task type, status, due date, and assignee.
• To perform quick actions, hover over the task or select the checkbox next to it. You can:
  • Snooze (): Temporarily postpone a task by choosing Tomorrow (9 AM), Next week (Monday, 9 AM), or a custom date and time.
  • Manage feedback (): Assign the feedback to a team member or set its status to Open, Planned, In progress, Complete, or Closed.
• Clicking on a feedback task takes you directly to the corresponding entry in the Answered queries tab of the Feedback manager.

Best practices

• Prioritize feedback with a Dislike and an attached comment, as these give you the most actionable context for improving content.
• When you update an article in response to feedback, add a note in the Discussions & history field before setting the status to Complete, so the team has a clear record of what changed and why.
• Use the Notify to end-user/reader toggle in the Discussions & history field when a reader has explicitly opted in for a response, to close the feedback loop with them.
• Use bulk actions to efficiently triage large volumes of feedback after a product release or knowledge base migration.
• Set a feedback item to Planned as soon as it is triaged, so team members can distinguish items that need attention from those that are queued for future work.

FAQ