1. [Help](https://nuvia.ai/en/docs) 2. [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) # How to rate AI replies in the Inbox Mark AI-generated replies with a thumbs up or thumbs down, right in the conversation, to flag their quality. Available on all plans Who can do it any agent with access to the Conversations module (the vote is recorded under your user) Updated on September 9, 2026 [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) 1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) 2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) 3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) 4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) 5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox) 6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) 7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations) 8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) 9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox) On this page 1. Where the buttons appear 2. How to rate a reply 3. When you vote πŸ‘Ž, choose the reason 4. What happens next 5. Frequently asked questions **On this page5 sections** 1. Where the buttons appear 2. How to rate a reply 3. When you vote πŸ‘Ž, choose the reason 4. What happens next 5. Frequently asked questions In the Inbox, you can mark each AI-generated reply (Autopilot / Smart Funnel) with a **thumbs up** or **thumbs down** β€” 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** β€” 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: - πŸ‘ **Good reply** β€” the AI answered appropriately - πŸ‘Ž **Bad reply** β€” the AI made a mistake, went off topic, or answered poorly ## How to rate a reply 1. Open the conversation in the Inbox 2. Find the AI reply you want to rate 3. Click the **πŸ‘ Good reply** or **πŸ‘Ž Bad reply** icon below the message The icon you chose is **filled in** to show the current vote. The **πŸ‘ is recorded right away**, with a single click. The **πŸ‘Ž opens a window asking for the reason** before it is recorded β€” see below. Tip It is one vote per message. Clicking the same icon again **removes** the vote; clicking the opposite icon **switches** the rating. The last click always counts. ## When you vote πŸ‘Ž, choose the reason When you click **πŸ‘Ž** on a message that does not have a negative vote yet, the **β€œWhat 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: - Wrong or made-up information - Did not use information it had - Did not do what it should (handoff, scheduling, update) - Did not follow the prompt instruction - Answered out of context or repeated itself - Incomplete reply or did not answer - Inappropriate tone, language, or format - Leaked internal content - 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** β€” 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 β€” the reason you chose and the text you typed are not saved. ## What happens next - The vote is **recorded on the message** and attributed to your user. - The rating appears **in real time** for anyone viewing the same conversation. - Rating again replaces the previous vote β€” each reply keeps only the most recent rating. - 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 β€” not for you, not for other agents. - If you **switch the πŸ‘Ž to πŸ‘**, the reason you had sent is **discarded**. A thumbs up never carries the reason from an earlier complaint. ## Frequently asked questions ## Frequently asked questions **Can I rate messages I wrote myself or that the contact sent?** No. The rating buttons only appear on AI-generated replies. Messages from human agents and from the contact cannot be rated. **Do I have to give a reason every time I vote πŸ‘Ž?** Yes, whenever the πŸ‘Ž is a new vote β€” whether on a message with no rating or when switching a πŸ‘ to πŸ‘Ž. Without a reason, the vote is not recorded. **What if I open the reason window and give up?** Nothing is recorded. Clicking **Cancel** (or pressing Esc) closes the window and the message stays exactly as it was β€” if it already had a πŸ‘, the πŸ‘ stays. **How do I remove a πŸ‘Ž I already recorded?** Click the πŸ‘Ž again. The vote is removed right away, without opening the reason window or asking for anything. **Can I undo a rating?** Yes. Click the same icon you marked again and the vote is removed. To switch from positive to negative, click πŸ‘Ž and give the reason. To switch from negative to positive, just click πŸ‘ β€” in that case the reason sent earlier is discarded. **Can I edit the reason after sending it?** There is no direct way to edit the reason. Remove the πŸ‘Ž by clicking it again and vote again, choosing the right reason. **Do other agents see my rating?** They see the vote (πŸ‘ or πŸ‘Ž) recorded on the message, in real time, because it is a single vote per message and the most recent rating is the one that counts. The πŸ‘Ž reason, no: it is not shown in the conversation to anyone β€” it goes straight to the Nuvia team for analysis. **Does the contact see that I rated the reply?** No. The rating is internal to the Inbox β€” the contact does not receive or see any thumbs up or thumbs down, or the reason you wrote. [PreviousHow to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) [NextHow to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) Was this article helpful? ## Related articles - [How to improve the response rate of WhatsApp campaigns](https://nuvia.ai/en/docs/artigos/14501604-how-to-improve-response-rate-whatsapp-campaigns) - [How to set up and use Smart Follow-ups in Nuvia](https://nuvia.ai/en/docs/artigos/14580483-how-to-set-up-use-smart-follow-ups-nuvia) - [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) - [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox) [Conversations](https://nuvia.ai/en/docs/colecoes/19377965-conversations) 1. [How to use and assign conversations](https://nuvia.ai/en/docs/artigos/14499126-how-to-use-and-assign-conversations) 2. [How to send audio, images, documents and media from the Inbox](https://nuvia.ai/en/docs/artigos/15353019-how-to-send-audio-images-documents-and-media-from-inbox) 3. [How to filter and sort the conversation queue in Nuvia](https://nuvia.ai/en/docs/artigos/15353059-how-to-filter-and-sort-the-conversation-queue) 4. [How to distribute conversations among agents (Conversation distribution)](https://nuvia.ai/en/docs/artigos/15705683-how-to-distribute-conversations-among-agents) 5. [How to rate AI replies in the Inbox](https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox) 6. [How to print or save an entire conversation as a PDF](https://nuvia.ai/en/docs/artigos/16414236-print-or-save-entire-conversation-as-pdf) 7. [How to use the closing reason for conversations](https://nuvia.ai/en/docs/artigos/18174515-how-to-use-closing-reason-for-conversations) 8. [How to transfer a conversation between agents in Nuvia](https://nuvia.ai/en/docs/artigos/14500664-how-to-transfer-conversation-between-agents) 9. [How to create and use quick replies in the Inbox](https://nuvia.ai/en/docs/artigos/17313968-how-to-create-and-use-quick-replies-in-inbox) ## Still need help? Customers reach support through the chat inside the platform. Not a customer yet? Talk to our team. [Talk to support in the platform](https://app.nuvia.ai) [I'm not a customer yet](https://nuvia.ai/en/contact) --- Source: https://nuvia.ai/en/docs/artigos/16108448-how-to-rate-ai-replies-in-inbox