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Editing Feedback

Learn how to correct user feedback ratings and add administrative notes when users accidentally select the wrong rating.

When to Edit Feedback​

Valid Reasons to Edit​

You should edit feedback when:

  1. User Clicked Wrong Button

    • User accidentally clicked 👍 when they meant 👎 (or vice versa)
    • User reported the mistake to support

  2. Test Conversations

    • Internal testing created fake feedback
    • Demo or training sessions left test data

  3. Duplicate Reports

    • Same user reported the same issue multiple times
    • Consolidating feedback for accuracy

  4. Clarification Needed

    • Adding admin notes to explain context
    • Documenting follow-up actions taken

When NOT to Edit Feedback​

Do not edit feedback to:

  • ❌ Remove negative feedback you disagree with
  • ❌ Inflate positive feedback metrics artificially
  • ❌ Hide systemic problems
  • ❌ Change legitimate user opinions
Ethics Warning

Feedback data drives improvement. Editing feedback dishonestly undermines the chatbot's quality and user trust. Only edit when there's a clear mistake or administrative need.

How to Edit Feedback​

Step-by-Step: Editing Feedback Rating​

Steps:

  1. Navigate to Conversations

    • Click "💬 Conversations" in the sidebar

  2. Find the Conversation

    • Use filters or search to locate the specific conversation
    • Or browse the table manually

  3. Click "Edit" Button

    • In the Actions column, click the Edit button (✏️ icon)
    • Or open the conversation with View first, then click Edit Feedback

  4. Edit Modal Opens

    • Shows current feedback rating
    • Shows user comment (if any)
    • Provides options to change rating

  5. Change the Feedback Rating

    • Select new rating:
      • 👍 Positive
      • 👎 Negative
      • — Remove Feedback (set to "No Feedback")
    • The selection updates immediately

  6. Add Admin Note (Optional but Recommended)

    • In the "Admin Notes" field, explain why you edited
    • Example: "User contacted support - clicked wrong button accidentally"
    • Example: "Test conversation during training session - removing test data"

  7. Click "Save Changes"

    • Modal closes
    • Confirmation message appears ("Feedback updated successfully")
    • Table refreshes with new rating

  8. Verify the Change

    • Check that the conversation now shows the correct rating
    • If you added an admin note, verify it's saved (re-open to check)

Editing User Comments​

When to Edit Comments​

Valid reasons:

  • Remove personally identifiable information (PII)
  • Fix typos that make comment unreadable
  • Redact profanity or inappropriate content
  • Clarify ambiguous feedback with admin notes

How to Edit:

  1. Open Edit Feedback Modal (steps above)

  2. Locate "User Comment" Field

    • Shows current comment text

  3. Edit the Comment

    • Modify text as needed
    • Keep original intent intact
    • Add [Admin Edit: reason] if significantly changed

  4. Add Admin Note

    • Explain why the comment was edited
    • Example: "[Admin Edit: Removed student name per privacy policy]"

  5. Save Changes

Preserve Original Intent

If you edit a user's comment, preserve their original feedback intent. Don't change the meaning to make feedback more positive or less critical.

Adding Admin Notes​

Purpose of Admin Notes​

Admin notes are internal documentation that:

  • Explain why feedback was edited
  • Track follow-up actions taken
  • Provide context for future reviewers
  • Document resolutions

Admin notes are NOT visible to users - only to admin panel users.

Best Practices for Admin Notes​

Be Specific:

  • ❌ Bad: "Fixed"
  • ✅ Good: "User emailed support 1/12/26 - clicked wrong button, changed to positive"

Include Dates:

  • ❌ Bad: "User reported issue"
  • ✅ Good: "User reported issue via email on 1/12/26 - see ticket #142"

Document Actions Taken:

  • ❌ Bad: "Handled"
  • ✅ Good: "Created cache entry #85 to address this issue - deployed 1/12/26"

Reference External Systems:

  • "See support ticket #142"
  • "Related to bug report in GitHub issue #78"
  • "Follow-up scheduled for 1/20/26"

Example Admin Notes​

Accidental Click:

User called support on 1/12/26 at 2:30 PM. Reported they accidentally clicked
negative instead of positive. Changed rating to positive per user request.
- Support ticket: #142
- Verified with user via phone

Test Data Removal:

Test conversation created during admin training session on 1/12/26.
Removing test feedback to maintain data accuracy.
- Session led by: John Smith
- Participants: 5 staff members

Issue Resolution:

User reported incorrect information about HFIM 3000 prerequisites.
Actions taken:
- Created cache entry #85 with correct information (1/12/26)
- Updated source document in Pinecone (1/12/26)
- Monitoring for similar issues (review 1/20/26)

Removing Feedback Entirely​

When to Remove Feedback​

Valid reasons:

  • Test or demo conversations
  • Duplicate reports from same user
  • Feedback left by bots or automated systems
  • Admin training sessions

How to Remove Feedback​

Steps:

  1. Open Edit Feedback Modal

  2. Select "— Remove Feedback" or "No Feedback"

    • Changes rating from 👍/👎 to —

  3. Clear User Comment (if present)

    • Delete text from comment field
    • Or leave it for context (won't show as "feedback" anymore)

  4. Add Admin Note Explaining Removal

    • Example: "Test conversation during training - removing test data"

  5. Save Changes

Impact on Metrics

Removing feedback affects aggregate statistics (positive feedback %, negative feedback count). Only remove feedback when there's a clear administrative reason.

Common Editing Scenarios​

Scenario 1: User Reports Accidental Click​

Situation: User emails support saying they clicked the wrong feedback button

Steps:

  1. Verify user identity (check email/session)
  2. Find the conversation in the table
  3. Click "Edit"
  4. Change rating to correct option
  5. Add admin note: "User contacted support on [date] - clicked wrong button accidentally. Changed to [correct rating] per user request."
  6. Save changes
  7. Reply to user confirming the correction

Scenario 2: Removing Test Data​

Situation: You tested the chatbot and left fake feedback

Steps:

  1. Filter by date range (when testing occurred)
  2. Identify test conversations
  3. For each test conversation:
    • Click "Edit"
    • Select "Remove Feedback"
    • Add admin note: "Test conversation during [purpose] - removing test data"
    • Save changes

Scenario 3: Clarifying Ambiguous Feedback​

Situation: User left negative feedback with vague comment: "Not helpful"

Steps:

  1. Contact user for clarification (if possible)
  2. Once clarified, open "Edit Feedback"
  3. Update user comment to include clarification:
    • Original: "Not helpful"
    • Updated: "Not helpful [Admin note: User clarified they needed information about internships, not courses - see email 1/12/26]"
  4. Add admin note documenting the follow-up
  5. Create action item (cache entry, prompt update)
  6. Save changes

Scenario 4: Consolidating Duplicate Feedback​

Situation: Same user asked the same question twice and left negative feedback both times

Steps:

  1. Keep the first conversation feedback as-is
  2. For the second conversation:
    • Click "Edit"
    • Add admin note: "Duplicate report - same user, same issue. See conversation #[first ID] for original feedback. Issue tracked there."
  3. Optionally remove duplicate feedback
  4. Address the issue once (not twice)

Audit Trail​

What Gets Logged​

Every feedback edit creates an audit log entry showing:

  • Who made the edit (your admin account)
  • When the edit occurred (timestamp)
  • What changed (old rating → new rating)
  • Admin notes added

Location: Activity Log at bottom of page (if available)

Reviewing Edit History​

To see who edited feedback:

  1. Open a Conversation

    • Click "View" on any conversation

  2. Scroll to Activity Log (if shown in modal)

    • Or check the main Activity Log at bottom of page

  3. Look for Edit Entries

    • Example: "John Smith edited feedback on 1/12/26 at 3:45 PM"
    • May include before/after values
Accountability

The audit trail ensures transparency. All edits are tracked and can be reviewed by administrators or IT staff.

Best Practices​

1. Always Add Admin Notes​

Why: Future admins (or yourself) need context for why feedback was edited

Template:

Date: [MM/DD/YYYY]
Reason: [Why feedback was edited]
Source: [User contact, support ticket, internal review]
Action: [What was changed]
Follow-up: [Any related actions taken]

2. Edit Sparingly​

Principle: Trust user feedback unless there's clear evidence of error

Before editing, ask:

  • Is there documented proof of error? (email, ticket, phone call)
  • Am I editing to fix a real mistake or to improve metrics?
  • Would this edit pass an external audit?

3. Document External Contacts​

If a user contacts you about feedback:

  • Get their email or session ID to verify identity
  • Ask specific questions about what went wrong
  • Document the conversation in admin notes
  • Confirm the correction with the user

4. Review Edit History Periodically​

Monthly audit:

  • Check who has been editing feedback
  • Verify edits have proper admin notes
  • Look for patterns (e.g., one admin editing lots of negative feedback → red flag)
  • Ensure edits are legitimate

Troubleshooting​

Problem: Can't Save Edits​

Possible Causes:

  • Network connection issue
  • Session expired
  • Required field missing
  • Server error

Solutions:

  1. Check internet connection
  2. Try refreshing the page and logging in again
  3. Verify all required fields have values
  4. Copy your admin note to a text file
  5. Try saving again
  6. Contact support if problem persists

Problem: Edits Don't Appear​

Possible Causes:

  • Page needs refresh
  • Browser cache showing old data
  • Edit didn't save (check for error message)

Solutions:

  1. Refresh the page (F5)
  2. Hard refresh (Ctrl/Cmd + Shift + R)
  3. Clear browser cache
  4. Check Activity Log for edit confirmation
  5. Re-attempt the edit if not saved

Problem: Admin Note Too Long​

Possible Causes:

  • Character limit on admin notes field (typically 500-1000 characters)

Solutions:

  1. Summarize the note
  2. Use bullet points instead of paragraphs
  3. Reference external systems (tickets, emails) instead of copying full text
  4. Use abbreviations where appropriate

Next Steps​

Now that you can edit feedback:

  1. Convert conversations to cache - Save excellent responses
  2. Analyze interaction patterns - Use data effectively
  3. Troubleshoot common issues - Solve problems efficiently

Remember: Edit feedback only when necessary and always document your reasons. The integrity of feedback data is crucial for continuous improvement!

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