Configure response feedback

  • Release version: Zurich
  • Updated March 31, 2026
  • 1 minute to read

    • Configure the response feedback options that appear when users select thumbs up or thumbs down on a Now Assist in Virtual Agent or Now Assist panel response.

    Before you begin

    Role required: admin

    Procedure

    1. In the filter navigator field, enter sys_now_assist_deployment_config_attributes.list to display the Now Assist Deployment Config Attributes table.
    2. In the selection fields, select Name from the drop-down list and enter granular in the Search field.
    3. If you want to change whether negative granular feedback is enabled for Now Assist in Virtual Agent, select is_negative_granular_feedback_enabled that has Now Assist in Virtual Agent (default) as the Deployment Configuration.
    4. On the next screen, change the value to true if you want negative granular feedback to be enabled or to false if you do not want negative granular feedback to be enabled.
    5. Select Submit.
    6. If you want to change whether positive granular feedback is enabled for Now Assist in Virtual Agent, select is_positive_granular_feedback_enabled that has Now Assist in Virtual Agent (default) as the Deployment Configuration.
    7. On the next screen, change the value to true if you want positive granular feedback to be enabled or to false if you do not want positive granular feedback to be enabled.
    8. Select Submit.
    9. To configure the feedback options, in the filter navigator field, enter sys_now_assist_message_bundle.list to display the Now Assist Message Bundles table.
    10. In the selection fields, select for text from the drop-down list and enter granular in the Search field.
    11. Do one of the following:
      • To create a new granular feedback selection, select New.
      • To change an existing granular feedback option, select the option.
    12. Enter or change the fields: Description, Message, Message Key, Bundle Id, Application, Active, Order.
    13. Select Submit.
    14. To access the stored feedback data, in the filter navigator field, enter sys_ci_analytics.list to display the CI Analytics table.
    15. Select the appropriate entry to view the feedback data.