Copilot "Thinking Feedback" in Channel Resolver

Forum|Forum|2 years ago
June 26, 2024
3 replies
49 views

Today, when a user asks a question to a Copilot enabled bot via channel resolver - they do not receive the same type of feedback that the bot is thinking through their question like it does via DM. Due to length of time it can take the bot to work through providing an AI generated response - this long window of nothing coming from the bot can be disconcerting.

The lack of feedback can sometimes be confusing to a user leaving them with questions like:

“Is the bot working?”
“Is the bot able to answer my question?”
“Should I request help from a person right away?”

Next Gen AI Assistant

rraj

Community Manager

Hi @onlyawave . Thanks for the feedback. We understand that the user receives a response with a slight delay (still expected to be under a minute, and mostly faster than that) when they post in a channel. We have observed that when users post in a channel, they are not expecting instant responses given the nature of support in the channel. On the other hand, they do prefer to use DM with the bot if they want a response urgently. Therefore, the additional seconds of latency typically does not affect users’ experience.

Are you experiencing excessive latency in getting responses, such as several minutes?

Thanks!