Feedback Management allows you to fine-tune how the AI Assistant drafts replies. You can give Brandwise specific instructions to adjust tone, language, phrasing, and accuracy — ensuring that replies stay on-brand as your business evolves.
Two Types of Feedback
There are two distinct ways to provide feedback:
General Feedback
Broad rules that affect how AI drafts replies across all conversations
Used to define tone, language preferences, and consistent behaviors
Interaction Feedback
Case-by-case corrections made after reviewing individual replies
Used to improve future responses when AI makes a mistake or requires fine-tuning for specific scenarios
Adding General Feedback
General Feedback allows you to give Brandwise AI broad-level instructions on how it should communicate across all customer interactions. This feedback directly influences the tone, structure, and content of the AI-generated replies.
Examples of General Feedback You Can Provide
"Do not use emojis in any replies."
"Keep responses professional and friendly."
"Always greet the customer by name if provided."
Adding Interaction Feedback
Interaction Feedback allows you to provide real-time corrections on individual AI replies. Unlike General Feedback, which applies broad instructions, Interaction Feedback fine-tunes the AI’s behavior based on specific situations. This type of feedback helps Brandwise learn how to handle similar conversations more accurately in the future.
After generating an AI reply, a popup will appear where you can enter feedback on that interaction:
Use Interaction Feedback when:
The AI reply was partially correct but needs improvement.
The AI is repeatedly answering a certain type of comment incorrectly.
You want to adjust how the AI handles this scenario in the future