Manage response feedback

---
title: Manage response feedback
description: When a user rates a response, they may provide response feedback. Configure the options so that users can share feedback regarding what worked about the response, or what needs improvement. Managing response feedback is accessible when editing an assistant and not when creating a new assistant.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/manage-sentiment-survey.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Create a chat assistant, View assistants, Configure assistants overview, Create assistants, Virtual Agent, Conversational Interfaces]
---

# Manage response feedback

When a user rates a response, they may provide response feedback. Configure the options so that users can share feedback regarding what worked about the response, or what needs improvement. Managing response feedback is accessible when editing an assistant and not when creating a new assistant.

## Before you begin

See [View assistants](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/view-assistants.md).

Role required: virtual\_agent\_admin or admin

## About this task

Response feedback is available across all chat experiences except for ServiceNow Otto panel – Developer assistant.

## Procedure

1.  Navigate to **All** > **Assistant Designer** > **Assistants** tab.

2.  Edit an assistant and select the **Settings** tab.

3.  Select the **Response feedback** page.

    By default, response feedback is turned off.

4.  Turn on response feedback to configure the feedback form options.

    **Positive feedback** and **Negative feedback** tabs are shown.

    \[Omitted image "sno-response-pos-0826.png"\] Alt text: Positive feedback tab.

    \[Omitted image "sno-response-neg-0826.png"\] Alt text: Negative feedback tab.

    -   Use 2-5 response options in total. The **Other** option is excluded from the total count, and it is independent from the general comment field.
    -   The maximum character limit for each option is 70.
    -   Edit or delete an option using the pencil or trash icon.
    The response feedback preview is dynamic, and all responses are reflected in the preview.