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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.

From Anywhere in Your Dashboard

  1. Click the feedback icon next to the notification bell, in the header of any page.
  2. Choose to report an issue or leave general feedback.
  3. Describe what happened and click Submit — a ticket is created and tracked automatically.

This method works on every page, including during onboarding, and isn't limited to chatbot answers.

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.