Reporting a Problem

If you notice an issue with your Rose chatbot — a wrong answer, a confusing response, or anything else — you can report it directly from the backoffice.

How to Report

From a Conversation

1. Open a conversation in the backoffice timeline.
2. Click the flag icon in the top-right corner of the timeline panel.
3. You'll be taken to the support form with the conversation pre-filled.
4. Select the problematic message from the conversation.
5. Choose the issue type:
   • Accurate but not OK — The information is correct, but the tone, formatting, or phrasing needs improvement.
   • Not accurate — The answer contains incorrect information.
6. Describe what the correct answer should be.
7. Click Submit — a ticket is created and tracked automatically.

From the Support Page

1. Click Support in the left sidebar.
2. Choose Chatbot Issue or Other:
   • Chatbot Issue — For problems with a specific chatbot answer. You'll need to provide the domain and session ID (these are pre-filled when coming from a conversation link).
   • Other — For general requests or issues unrelated to a specific conversation.
3. Fill in the details and click Submit.

What Happens Next

Each submission creates a tracked ticket. You'll receive a ticket number (e.g., IX-1234) confirming your report was received. The Rose team reviews all tickets and prioritizes fixes based on impact.

Tips for Good Reports

• Be specific — Instead of "the answer was wrong", describe what was incorrect and what the right answer should be.
• Use the flag button — Reporting from a conversation automatically includes the context we need to investigate.
• Report promptly — The sooner we know about an issue, the sooner we can fix it.