Customer Agent New Coaching Opportunity: Thumbs Down

What is it?

When a visitor rates a customer agent response with a thumbs down, that rating is captured as a coaching opportunity in the Coaching Opportunities panel, linked to the full conversation so admins can see what went wrong and act on it.

Why does it matter?

Admins had no scalable way to know when the agent gave a bad response. They had to review conversation logs manually or run reports that returned a raw count with no context. Surfacing thumbs down as coaching opportunities shifts this from a vanity metric to an actionable queue: instead of a number, you see the specific conversations to fix.

How does it work?

When a visitor rates a customer agent response with a thumbs down, that feedback is captured as a coaching opportunity.

1. Navigate to Customer Agent > Analyze > Coaching Opportunities.
2. Click into an opportunity to see the full conversation — what the agent said and what the visitor was asking.
3. Take a coaching action directly: Add a short answer, Update knowledge sources, or Refine guidelines.

Who gets it?

Customer Agent is available for Service Hub Professional and Enterprise, Content Hub Professional and Enterprise, Data Hub Professional and Enterprise, Marketing Hub Professional and Enterprise, and Sales Hub Professional and Enterprise.