In the Inbox, you can mark each AI-generated reply (Autopilot / Smart Funnel) with a thumbs up or thumbs down — a quick way to flag when the AI answered well and when it got it wrong, right in the conversation. With a thumbs down, you also choose what went wrong, so the team knows what to fix in the agent.
Available on: all plans.
Who can do it: any agent with access to the Conversations module (the vote is recorded under your user).
Module: Side menu > Conversations > open a conversation
Where the buttons appear
The rating buttons appear only on AI-generated replies — the messages that Autopilot or the Smart Funnel sent in the conversation. Messages written by human agents and messages received from the contact do not have these buttons.
Each AI reply shows two icons:
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👍 Good reply — the AI answered appropriately
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👎 Bad reply — the AI made a mistake, went off topic, or answered poorly
How to rate a reply
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Open the conversation in the Inbox
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Find the AI reply you want to rate
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Click the 👍 Good reply or 👎 Bad reply icon below the message
The icon you chose is filled in to show the current vote.
The 👍 is recorded right away, with a single click. The 👎 opens a window asking for the reason before it is recorded — see below.
When you vote 👎, choose the reason
When you click 👎 on a message that does not have a negative vote yet, the “What went wrong with this reply?” window opens. The reason is required: nothing is recorded until you choose an option and click Send.
Choose one of the options:
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Wrong or made-up information
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Did not use information it had
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Did not do what it should (handoff, scheduling, update)
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Did not follow the prompt instruction
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Answered out of context or repeated itself
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Incomplete reply or did not answer
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Inappropriate tone, language, or format
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Leaked internal content
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Other
If you choose Other, a text field appears so you can describe what happened in one sentence. In this case the text is also required (blank spaces do not count) and accepts up to 500 characters — the counter appears in the corner of the field. The other options have no text field.
The Send button is only enabled when the reason is complete. To give up, click Cancel (or press Esc): no rating is recorded and the message stays as it was. If you reopen it later, the window starts from scratch — the reason you chose and the text you typed are not saved.
What happens next
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The vote is recorded on the message and attributed to your user.
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The rating appears in real time for anyone viewing the same conversation.
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Rating again replaces the previous vote — each reply keeps only the most recent rating.
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The reason stays with Nuvia only: it is saved with the vote for the team to analyze, but it does not appear on the conversation screen after it is sent — not for you, not for other agents.
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If you switch the 👎 to 👍, the reason you had sent is discarded. A thumbs up never carries the reason from an earlier complaint.