Customer Agent: Thumbs-Down Replies Now Create Coaching Opportunities

What it is

When a visitor rates a Customer Agent response with a thumbs down, that rating is now captured as a coaching opportunity in the Coaching Opportunities panel, linked to the full conversation. Go to Customer Agent > Analyze > Coaching Opportunities and click into one to see what the agent said and what the visitor was actually asking, then take a coaching action directly: add a short answer, update knowledge sources, or refine guidelines.

Why it matters

Admins had no scalable way to know when the agent gave a bad response. The options were reviewing conversation logs by hand or running a report that returned a raw count with no context. This turns that count into a queue: instead of a number you get the specific conversations to fix, each with the exchange attached. This is the second signal type to land in Coaching Opportunities. The page itself shipped in May powered by Knowledge Gaps, with HubSpot saying it would expand over time — thumbs-down is that expansion, so the page is worth another look even if you checked it at launch.