Feedback do Agente

The Patagon AI Feedback System allows you to record improvements related to agent messages and behavior during real conversations with leads. Every piece of feedback is analyzed and used to support the continuous evolution of the intelligence layer.

Este recurso possibilita indicar inconsistências, sugerir ajustes e reconhecer boas práticas, contribuindo diretamente para o aprimoramento do atendimento automatizado.

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When Should You Submit Feedback?

You should register feedback when there is:

• Information inconsistency (ex: incorrect prices, dates, links, product data)

• Inadequate flow behavior (repetitions, freezes, missing logical progression)

• Tone or language misaligned with the brand (excessive formality, lack of empathy)

• Misinterpretation of context (agent ignoring lead inputs or history)

• Opportunity for improvement (messages too long, vague, or unclear)

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How to Submit Feedback

1️⃣ Identify the Message

Locate the specific agent message inside the client conversation that requires adjustment.

2️⃣ Open the Feedback Form

Hover over the message and select “Leave Feedback.”

3️⃣ Fill Out the Form

The system opens a form with the following fields:

Field	Function
Rating	Classify the impact of the message
Priority	Define urgency of the adjustment
Assign To	Select who will handle the fix
Description	Detail what needs to be adjusted

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Field Guidelines

Rating

Classify the content as:

• Negative → has an error or harms the experience

• Neutral → correct but improvable

• Positive → good example of a proper response

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Priority

Priority must reflect business impact:

Priority	Examples
Critical	Incorrect information, compliance errors
High	Conversion harmed, experience affected
Medium	Non-critical optimizations
Low	Aesthetic suggestions or minor adjustments
No Priority	Recognition or good practice

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Assign To

Choose the responsible person based on the nature of the adjustment:

Adjustment Type	Recommended Owner
Content	Owner / Content Manager
Conversational Flow	Conversation Designer
AI Interpretation	LLM Specialist
Bug / Technical Error	Developer / Tech Lead

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Description (Key Field)

Provide clear, structured details:

• The agent’s current behavior

• The issue identified

• The expected behavior

• Recommended message or template

Suggested Template

CURRENT BEHAVIOR:
[describe current text and context]

ISSUE:
[objectively explain the problem]

EXPECTED BEHAVIOR:
[explain how it should work]

IDEAL MESSAGE EXAMPLE:
"[recommended text]"

Submitting Feedback

After reviewing the form, submit it.

The system automatically logs:

• The agent’s exact message

• The lead involved

• Date and time of the event

✅ No screenshots or manual copying are needed.

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Tracking Feedback Status

All feedback entries are available under:

Menu → Conversation Feedback

Status Types

Under Review	Feedback is being analyzed
In Progress	Adjustment is in development
Completed	Adjustment has been applied

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Conversation Control

When a human operator leaves the conversation:

• The agent immediately resumes the interaction

• The lead continues receiving automated responses

If manual closing is needed, finish the interaction before leaving the chat.

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Best Practices

Do:

✅ Describe the problem and expected solution clearly ✅ Mention business impact when applicable ✅ Use priority levels responsibly ✅ Add examples whenever relevant

Avoid:

❌ Sending vague or generic feedback ❌ Assigning high priority without justification ❌ Failing to follow up on submitted requests