Chat in Browser UI: Suggestion Feedback for Chat Agents

To enhance the accuracy & effectiveness of the real-time chat suggestions feature, we’ve introduced a Feedback update that empowers chat agents to provide direct input on suggested responses during live chat sessions. Agents can now use a like/dislike button within the Suggestions panel, ensuring continuous improvement in response quality. This feature is available for agents handling chat sessions in the Browser UI (BUI).

Chat Agent: Experience in the Browser UI

When an agent receives a suggestion
Then a like/dislike button appears within the suggested message
Then the agent can provide positive feedback (thumbs-up) or negative feedback (thumbs-down)

25C Feedback capability within the Suggestions panel

Business Value:

Artificial Intelligence provides agents & customers a better chat experience

Steps to Enable

More information about configuring this feature can be found at cx.rightnow.com, please search for "Requirements to configure the Suggestion Feedback feature for Chat in the Browser User Interface" or Answer ID 13011
This feature can be enabled for agents that utilize the Chat Agent Suggestions feature
This feature can be enabled for agents that utilize the Proofread Agent feature
This enhancement is available in the BUI JULY I release, available on non-production sites on June 27, 2025 and production sites on July 11, 2025

Tips And Considerations

This feature does not require a CX upgrade
This feature does not require a feature flag
Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers
This feature can be enabled for agents that utilize the Chat Agent Suggestions feature and/or the Proofread Agent feature
The agent is not able to select both Feedback buttons at the same time
If the agent makes a selection, then changes their mind and selects the other button, then the value is recorded with each click

Access Requirements

Chat Administrators
Chat Agents