--- schema_version: "1" id: ac8313cf6ac747d67ca07b7e3934cc22c94556a8b44a8f5d66d3e7e0cb11d7ed title: Configure Feedback Prompts for Resolution-Based Metering collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/help_agent_configure_feedback_prompts.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.help_agent_configure_feedback_prompts.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 0b638d40376ce224ba7d693bfe906548d4094cbeff2ca292e4494fc53819c025 description: Configure your Help Agent to prompt for feedback before an escalation transfer and after a completed task, so successful outcomes count as resolutions. products: - Agentforce - Cross Cloud release: "264" --- # Configure Feedback Prompts for Resolution-Based Metering Configure your Help Agent to prompt for feedback before an escalation transfer and after a completed task, so successful outcomes count as resolutions. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
The Agentforce Help Agent template includes a Feedback Manager subagent that can capture customer feedback during a conversation. Feedback captured through this subagent is recorded against the conversation for resolution-based metering. Configure the procedures in this topic when you want to: - Customize when or how your agent triggers the out-of-the-box feedback prompt before an escalation transfer. - Add a feedback prompt after your agent completes a task. This prompt isn't configured out-of-the-box. - Replicate resolution-based feedback capture in a custom Agentforce Service Agent that opts in to resolution-based metering. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png) Note If you create a Help Agent through Quick Service Agent Configuration and then edit the agent in Agentforce Builder, you can no longer manage that agent through Quick Service Agent Configuration. ## When to Capture Feedback Two placements have the biggest impact on how sessions are counted as resolutions: - Before an escalation transfer. When a user requests a representative, prompt the user for feedback on the conversation so far. A positive response captured before the transfer counts the session as a resolution, even though the session then escalates. See [Configure a Feedback Prompt Before an Escalation Transfer](https://help.salesforce.com/s/articleView?id=ai.help_agent_feedback_before_escalation.htm&release=264.0.0&type=5 "Add a feedback step to your escalation topic so the agent captures a response before it transfers the conversation to a human representative."). - After the agent completes a task or answers a question. When the agent has finished a customer-facing outcome, prompt for feedback to confirm the result. See [Configure a Feedback Prompt After Task Completion](https://help.salesforce.com/s/articleView?id=ai.help_agent_feedback_after_task.htm&release=264.0.0&type=5 "Add a feedback step immediately after your agent completes a task or answers a question, so it captures the outcome before the conversation ends."). Help Agent captures feedback through four mechanisms. Configure or customize the mechanism that applies to your channel and use case. - Message-Level Feedback (Enhanced Chat V2 text channels): Customers rate individual AI agent messages with a thumbs-up or thumbs-down control. This control is enabled for Help Agent channels. - Agent-triggered feedback prompts: The agent asks the customer for feedback at a specific moment in the conversation. The Help Agent template includes an out-of-the-box prompt before an escalation transfer. Add prompts at other moments, for example, after a completed task, by configuring the procedures in this topic. - Voice conversations: The out-of-the-box template asks a verbal feedback question before an escalation transfer. The customer replies by voice, and the response is recorded against the conversation for resolution-based metering. - User-triggered feedback: The customer asks to leave feedback during the conversation. The agent captures the response and records it against the conversation for resolution-based metering. For the full set of rules governing how feedback interacts with escalation, see Feedback and Escalation in [How Agentforce Help Agent Is Billed](https://help.salesforce.com/s/articleView?id=ai.help_agent_billing.htm&release=264.0.0&type=5 "Agentforce Help Agent supports resolution-based, login-based, and member-based billing, depending on your license and how you deploy the agent."). - **[Configure a Feedback Prompt Before an Escalation Transfer](https://help.salesforce.com/s/articleView?id=ai.help_agent_feedback_before_escalation.htm&release=264.0.0&type=5)** Add a feedback step to your escalation topic so the agent captures a response before it transfers the conversation to a human representative. - **[Configure a Feedback Prompt After Task Completion](https://help.salesforce.com/s/articleView?id=ai.help_agent_feedback_after_task.htm&release=264.0.0&type=5)** Add a feedback step immediately after your agent completes a task or answers a question, so it captures the outcome before the conversation ends.