Every reply Arbyn sends in chat carries a small thumbs up / thumbs down control. It gives your customers a one-tap way to tell you (and Arbyn) whether a specific answer actually helped, right where they read it, instead of waiting until the end of the conversation.

A shopper can tap thumbs up or thumbs down under any reply Arbyn writes. It's per-message, not per-conversation: if Arbyn gives five replies and only the third one misses, they can flag that one reply without rating the whole exchange. The tap is instant, no form to fill out, and they can change their mind (tap the other thumb, or tap the same one again to clear it) at any point while the conversation is open.

No setup needed. The reaction control appears automatically under every agent reply in the chat widget, for every shop on every plan. It does not appear under your own team's messages when you take over a conversation, and it does not appear anywhere in email.

A thumbs down does two things. First, the specific reply gets flagged internally, along with what the conversation was about at that moment, so you and Arbyn both have a record of which answers to which kinds of questions aren't landing. Second, the very first thumbs down in a given conversation notifies you, the same way a low star rating at the end of a conversation does, so a genuinely bad answer doesn't just sit there unseen. If a customer taps thumbs down more than once in the same conversation, you're not notified again for the same conversation. One heads-up is enough; a flood of pings for one unhappy customer isn't.

A thumbs up is quieter, and that's deliberate. It doesn't notify you, because a good answer isn't an emergency. What it does is mark that specific reply as a candidate for the same kind of learning Arbyn already does from your own team's replies: a strong, well-received answer can help Arbyn recognize similar questions in the future.

Both ratings are separate from the end-of-conversation star rating. If your widget shows a CSAT prompt when a chat wraps up, that's still there and still works exactly as before. Message reactions are a second, finer-grained signal layered on top, not a replacement. A customer could give a whole conversation five stars and still thumbs-down one reply in the middle of it, and both of those are true and both get recorded.

A concrete example. A customer asks about your return window three separate times across a conversation as their situation changes ("can I return it," then "what if it's a gift," then "what if it's on sale"). If your third answer is wrong or confusing and they thumbs-down it, that flag attaches to that exact reply and that exact moment, not to the return-policy topic in general and not to the earlier two answers that were fine. That's the difference between "Arbyn's returns answers are bad" (not useful, and not true) and "this one reply, on this one nuance, missed" (useful and specific).

Does a thumbs down mean Arbyn will never give that answer again? It means that specific reply is recorded as one that didn't help, tied to what was being discussed at the time. It's the same kind of signal your own team's corrections give Arbyn, just sourced from your customer instead of your staff, and factored in the same way over time.

Will I get spammed with notifications if one customer keeps tapping thumbs down? No. Only the first thumbs down in a conversation notifies you. If the same customer taps it again later in the same chat, you won't get a second alert for it.

Can I see which replies got thumbs down? The reaction is recorded against the specific message and the topic it happened on, which is the same data that powers your low-rating notification. If you want to review a specific conversation's feedback, open it in your inbox.

Does a thumbs up do anything if I don't check reports for it? Yes, quietly. It's a positive signal that helps Arbyn recognize a good answer to that kind of question again in the future, whether or not you ever look at it directly.