The Answered queries and Unanswered queries tabs in the Eddy AI Feedback manager give you a complete picture of how readers are interacting with Eddy AI search in your knowledge base. The Answered queries tab tracks feedback on responses where Eddy returned a result, helping you evaluate relevance and usefulness. The Unanswered queries tab captures feedback when Eddy returns no results, revealing gaps in your content or keyword coverage. Together, these two tabs are the primary tools for understanding and acting on reader search experience. You can also read this feedback from the tools your team already uses, such as ticketing or project management systems, through the API.
Answered queries tab
The Answered queries tab tracks feedback from readers when Eddy responds to their search query. This helps you evaluate how useful or relevant the response was in addressing the reader's question.
The Total answered queries count indicates the total number of feedback items across Open, Planned, and In Progress statuses.
Submitting feedback in the knowledge base site
In the knowledge base site, readers can provide feedback on the response that Eddy provides for their search query:
- Yes: Selecting Yes counts as a Like for the response. The reader can optionally add a comment.
- No: Selecting No counts as a Dislike for the response. The reader can choose a reason: Need more information, Inaccurate or irrelevant content, Incorrect sources/references, Difficult to understand, Missing information, Don't like the style, or Others, and provide additional comments.
The input box for the comment displays up to five lines of text without scrolling. Readers can add a comment of up to 1000 characters. A character counter is displayed below the input box to show the remaining characters.
Readers can also opt in for updates by selecting the Notify me about updates checkbox. Once done, click Submit. For public projects, readers must manually enter their email addresses, while for private and mixed projects, the Email field is automatically prefilled for logged-in users.
Similar feedback can be provided for Eddy responses in the Widget and Chatbot platforms when Eddy AI assistive search is turned on for those settings.
Unanswered queries tab
The Unanswered queries tab captures feedback from readers who did not find results for their search queries with Eddy AI. This feedback is useful for uncovering gaps in your content or identifying keywords to improve search relevance.
When a reader does not find any results for a particular search query or keyword with Eddy AI, they can share their feedback. All such feedback is compiled in the Unanswered queries tab.
Submitting feedback on the knowledge base site
When a reader performs an Eddy AI search that yields no results, they can submit feedback about their query:
- Readers can describe what they were looking for.
- They can opt in for updates by selecting the Notify me about updates checkbox and clicking Submit. For public projects, readers must manually enter their email addresses, while for private and mixed projects, the Email field is automatically prefilled for logged-in users.
Accessing feedback in the knowledge base portal
Both the Answered queries and Unanswered queries tabs share the following fields and controls:
- Select query: Click the checkbox of a query to reveal bulk action options. Use Select all to select the entire list.
- () Assign to: Click to set an assignee and the status of the selected feedback.
- () Change status: Click to change the status of the selected feedback.
- Mark as closed (): Select one or more feedback items using the checkboxes, then click this to close them. This opens a confirmation popup where you can optionally type a comment, then choose Close all feedback to close the items silently, or Close & notify reader to close them and email your comment to each reader.
- Search feedback: Use the search field to locate a specific feedback entry.
- Export CSV (): Click to export and download feedback data from the last 90 days for external analysis.
- Filter: Filter feedback by Application, Assigned to, Feedback type, Status, or Date range.
- Query details: Displays the reader's search query and Eddy's response. Click Show conversation to view the full interaction, along with user and feedback details.
- Feedback details: Displays the reader's email ID, feedback type, and the date and time of the feedback.
- Feedback comment: Displays the comment submitted along with the feedback.
- Assignee: Select an assignee from the dropdown to assign the feedback to a team member.
- Status: Click to set the status of the individual feedback item.
- Discussion & history: Displays internal discussions and the history log for the feedback item. Click Add note to add comments visible only to internal users, or click Add note & notify reader to also email your response to the reader.
The following fields are available only in the Answered queries tab:
- Feedback icon: Displays the type of feedback: Like or Dislike .
- Filter: Application includes Zendesk as an additional option.
- Copy link (): Generates a unique shareable URL for that specific feedback item. Recipients without the required permissions will see an access restriction message.
- Reopen: For a closed item, the Status dropdown shows only Reopen, which sets the feedback back to Open so you can add notes, reply to the reader, and change its status again. For more information, see Manage Eddy AI Answered queries.
Access Eddy AI feedback through the API
If your team tracks work in another tool, such as a ticketing or project management system, you can use the Document360 API (v3) to bring Eddy AI feedback into that tool. The API covers feedback from both the Answered queries and Unanswered queries tabs. It's read-only: you can view feedback through the API, but not change it.
With the API, you can:
- List Eddy AI feedback for a workspace and language, filtered by feedback type (like or dislike), answered or unanswered queries, source (such as the knowledge base site, widget, chatbot, or Zendesk), status, reason, query text, or date range.
- Get a single feedback item.
- View the full conversation behind a feedback item, including every question and answer in that chat session.
- View the internal discussion on a feedback item.
Each feedback item includes when the query was asked, who asked it, the query, Eddy AI's answer, the reader's rating, and their comment.
To use these endpoints, the API key needs a content role with the View permission for Articles, and Eddy AI assistive search must be included in your plan. These are standard endpoints and don't require the premium API add-on. For request and response details, see the Document360 API reference.
- To assign, change the status of, add notes to, or close Eddy AI feedback, use the Feedback manager.
- When the Anonymize reader information setting is enabled, the reader's identity is hidden in API responses. Team accounts are still shown.
FAQ
What is the difference between the Answered queries and Unanswered queries tabs?
The Answered queries tab collects likes and dislikes from readers on responses where Eddy returned a result. The Unanswered queries tab collects feedback from readers who received no results at all. Each tab helps you address a different type of search experience issue.
Can readers provide feedback from the KB widget or chatbot, not just the KB site?
Yes. Readers can submit feedback for Eddy AI responses from the KB site, KB widget, and chatbot platforms, provided that Eddy AI assistive search is enabled for those platforms in your settings.
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.
How far back does the Export CSV option go?
The Export CSV option exports feedback data from the last 90 days. To export data for a specific period within that range, apply a date range filter before exporting.
Can I update Eddy AI feedback through the API?
No. The API for Eddy AI feedback is read-only. You can list feedback, view a single item, its conversation, and its internal discussion, but to assign, change the status of, add notes to, or close feedback, use the {{variable.Feedback manager}}.