Where is Virtual Agent/Bot Feedback (Thumbs Up / Thumbs Down) Stored in ServiceNow?

[DREX]

Hi All,

We have created a self‑configured ServiceNow bot and integrated it with Microsoft Teams.

Currently, when the bot responds to a user in MS Teams, it displays Thumbs Up and Thumbs Down options. When the user selects either option, a feedback dialog appears asking:

“What did you like?
Give as much detail as you can, but don’t include any private or sensitive information.
We’ll also share the content you’re providing feedback on to help improve future responses.”

I have attached a screenshot for reference.

I would like to understand:

• Which ServiceNow table(s) store the Thumbs Up / Thumbs Down selection
• Which table(s) store the detailed feedback message entered by the user

Is this data stored in standard Virtual Agent tables, Interaction tables, or any custom tables related to Teams integration?

Any guidance or documentation references would be greatly appreciated.

Thanks in advance for your help!

[Tanushree Maiti]

1. Table  : sys_search_genius_result_event_action with query action_type=VA_Feedback

//Refer: https://www.servicenow.com/community/now-assist-forum/what-is-the-name-of-the-table-that-captures-wh....

2. sys_gen_ai_log_metadata  //Refer: https://www.servicenow.com/community/virtual-agent-nlu-forum/where-to-check-the-thumbs-up-and-thumbs...