Receive User Feedback

Overview

You can provide feedback to Glean Assistant responses by clicking the upvote (👍) or downvote (👎) buttons included at the bottom of the chat window in Glean Assistant.

After you click the upvote (👍) or downvote (👎) button, a window with a text field to provide more details opens. Click Send to send the feedback to a company email alias for review.

To configure feedback emails:

1. Navigate to  Admin Console → Customization → In-product help.
2. Expand the Feedback dropdown, and click the Advanced preferences button.
3. Enter the email address(es) you want to send the feedback to. You can assign different email aliases for different feedback types, such as Chat or Search.
4. Click Save.

For security purposes, you can only enter an email address that belongs to one of your company's domains. If you do not see the domain you want to send the feedback to, contact Glean Support to add it.

tip

Glean recommends that you configure a separate alias to assist in routing and reviews. You may also want to automatically ingest this feedback into a ticketing system like Jira, Zendesk, or ServiceNow.

Sending Feedback to Slack

To automatically send Assistant feedback to a company Slack channel, for example to a Slack channel called #glean-chat-feedback, generate an email address for the destination Slack channel first.

1. Open the channel information page for a channel you own, and click the Integrations tab.
2. Click the Send emails to this channel button, then Get Email Address.
3. An email address will be generated for the channel. Raise a ticket with Glean Support to have the Slack domain/subdomain from this email associated with your Glean instance, e.g. companydomain.slack.com.
4. Copy this email address into the email field of the Feedback section detailed above and click Save.

warning

You will not be able to add the Slack email address until Glean Support associate your company's Slack domain with your account. E.g. companydomain.slack.com.

A Note About Feedback

Many users ask questions in Slack or Glean chat and mark answers as “helpful"/(👍) or “not helpful"/(👎). A common question is: Does marking a response as “not helpful” improve Glean’s answers automatically, or are there other ways to boost answer quality?

• Marking answers as “helpful"/(👍) or “not helpful"/(👎) helps teams monitor and assess Glean’s effectiveness, but does not directly improve Glean’s responses by itself.
• Feedback is used for review and troubleshooting — not for automated retraining — because “not helpful” can mean different things (ambiguous question, poor source data, wrong context, etc.).

Best Practices for Improving Glean Answers

• Refine Your Prompts: Clear, specific questions lead to better answers. Consider short guidance or training for users on effective prompting.

• Improve Data Quality: Regularly update, clean, or deprecate inaccurate or outdated information in your connected sources. Use tools like Glean’s Verification feature if available.

• Optimize Data Sources: Organize your documentation, clarify conflicting content, and ensure the right information is accessible to Glean.

• Collaborate on Patterns: Use “not helpful” feedback to spot recurring issues and work as a team or with Glean support to address them.

• Contact Support When Needed: If misfires persist or seem systemic, reach out to Glean’s support team for deeper troubleshooting or tuning.