Was This Helpful? Feedback

Every published help article shows a “Was this helpful?” prompt at the bottom. Customers can give a thumbs up (helpful) or thumbs down (not helpful).

This gives you a direct signal from customers about which articles are actually useful and which need work.

What gets tracked

For each article, Convot tracks:

• Helpful count - total thumbs-up responses, lifetime.
• Not helpful count - total thumbs-down responses, lifetime.

These are shown in the help center analytics dashboard alongside view data.

Where to find the feedback data

Go to Reports - Help center / portal analytics. The feedback section shows:

• Total helpful vs not-helpful across your whole knowledge base.
• A list of the lowest-rated articles - those with the most “not helpful” votes relative to “helpful” - so you know exactly which articles customers find lacking.

See Help center analytics for the full dashboard.

Acting on feedback

When an article has a high “not helpful” rate, it typically means one of:

• The article does not answer the question customers are actually asking (the title promises something the content does not deliver).
• The steps are outdated or incomplete.
• The article covers the topic but misses a common variant of the question.

Check the article alongside the AI agent’s knowledge gaps report - if the same topic appears in both, it is a high-priority fix.

The AI agent connection

Article feedback also informs the AI agent’s quality signal. When a customer marks a bot answer as unhelpful and the bot was drawing from a specific article, that interaction appears as a “weak answer” gap in the knowledge gaps report - pointing you to the article that needs improvement.