Reply Annotation & Feedback

Every high-performing WhatsApp AI chatbot has one thing in common: it gets better over time. Voxd’s Reply Annotation & Feedback feature gives your team a structured way to coach the AI - by annotating responses, leaving internal notes, and capturing feedback directly where it matters most: inside real customer conversations. The result is faster refinement, stronger brand alignment, and measurable improvements in accuracy, tone, and conversion - without disrupting the customer experience.

Turn Real Conversations into Actionable Training Data

In Voxd’s management portal, your team can review conversations and add reply-level annotations that explain what worked, what didn’t, and why. This is not generic “feedback” - it’s context-rich guidance tied to:

• The exact user message
• The AI’s response
• The full conversation history
• Any relevant context injected into the prompt (customer data, order history, CRM records, policies, FAQs)

Because Voxd captures and stores messages reliably (via Meta webhooks, queueing, and database persistence), your feedback is always anchored to the same data the AI used - making improvements far more precise.

Example: Reduce escalations in customer service

If the AI responds correctly but sounds too abrupt, an admin can annotate: “Correct answer, but use a warmer tone and offer next steps.” Voxd can then refine the agent’s system prompt (tone rules, brand voice) to prevent repeat issues across thousands of chats.

Internal Notes That Keep Teams Aligned (Without Customer Visibility)

Reply annotations can include internal notes for operations, support, and sales teams - completely invisible to the WhatsApp user. This creates a shared layer of intelligence across departments, especially when multiple admins (Voxd supports unlimited admin users) contribute feedback.

Common uses include:

• Flagging edge cases (“This customer is on a legacy plan - use policy v2.”)
• Noting process gaps (“We need a tool action to check delivery windows in real time.”)
• Coaching the AI for compliance (“Never request ID numbers via WhatsApp; direct to secure form.”)

When needed, teams can also use Pause & Takeover to stop AI replies instantly, handle the situation with a human agent, and then annotate the AI’s last message to prevent similar failures.

Example: Stronger sales qualification

A sales manager annotates: “Good product explanation - next time ask for budget and delivery postcode to qualify.” Voxd can adjust the agent’s objectives and question flow to improve lead quality automatically.

Continuous Improvement That Connects to Your Systems

Voxd’s AI agents aren’t limited to static scripts - they can use tools to query and update back-office systems (CRM, order status, bookings). Annotations help identify where tool-enabled intelligence will deliver immediate ROI.

Example: Fewer “Let me check” responses

If customers ask, “Where’s my order?” and the AI answers generically, feedback can drive a change to pull real-time status from your order system - turning a weak response into a complete resolution inside WhatsApp.

Addressing Common Concerns

• “Will feedback disrupt live conversations?” No - annotations are internal. Customers receive uninterrupted, natural WhatsApp replies.
• “Is this secure?” Voxd is built for enterprise use with secure data handling, regular penetration testing, and active progress toward ISO 27001 and ISO 42001.
• “Will improvements be locked to one AI provider?” No - Voxd supports any LLM provider, keeping your solution future-proof.

The Value in One Line

Reply Annotation & Feedback turns day-to-day WhatsApp chats into a continuous improvement engine - helping Voxd deliver a chatbot that’s more accurate, more on-brand, and more effective every week, backed by a platform designed for reliability, control, and enterprise-grade confidence.