Knowledge base article reactions

Knowledge Base admins can enable article reactions, allowing visitors to easily share their opinions and feedback on content. Your team can review ratings to gain insight on the effectiveness of your articles, understand which articles need attention, and improve your knowledge base experience to help visitors better achieve their goals.

You must have Front company admin or Knowledge Base admin permissions to manage article reactions.

When article reactions are enabled, knowledge base visitors will see feedback buttons at the bottom of every article.

Visitors will see the following based on their selection:

• Yes: They will see the success message “Thanks for the feedback!”

• No: They will be prompted to write a comment before submitting, then see the success message.

When they revisit the article, they’ll continue seeing the “Thanks for the feedback!” message until a new version of the article is published.

Step 1

Click the Knowledge Base book icon in the top navigation bar.

Step 2

Click Settings in the sidebar, then select the Configuration tab.

Step 3

Navigate to the Article reactions section, then check the box next to Allow visitors to react to articles.

Step 4

Click Save. It may take a few minutes for article reactions to appear at the bottom of every knowledge base article.

After visitors provide feedback, knowledge base admins can view reactions in the following areas.

Use the Engagement table in the Knowledge Base report to get a centralized view of the count of times visitors selected Yes (Helpful), No (Unhelpful), or left comments on articles.

Click any of the article reaction counts to open the metrics details panel for a specific article. 

Click the Insights button in the article editor to view your article reaction metrics and comments. Use the date filter to view feedback from a specific time period.

No. Feedback prompts, answer field placeholder text, button text, and success message text cannot be customized.

Yes. Comments have a 300 character limit.

No. Article reactions are collected anonymously and visitors are not required to provide contact information.

Yes. If you have multiple languages enabled for your knowledge base, visitors can submit feedback for each language version of an article. Your team can view feedback for specific languages in the Knowledge Base analytics report.

No. Article reactions cannot be removed from article insights or analytics.

No. Article reaction counts and comments are only visible to your team via the article editor or Knowledge Base analytics report.

Visitors who previously left feedback will see the reaction buttons again so they can provide more feedback. Your team can view both new and historical feedback in the article editor or the Knowledge Base analytics report.

Not at this time. As a workaround, you can navigate to your article’s version history to find timestamps that match with visitor comment timestamps.

Front Knowledge Base is available on the following plans: 

• Latest Starter plan or above (May 2023)

• Any Scale plan or above

If you are on a legacy plan and don't have access to this feature, you can update to one of our latest plans in your Billing settings or contact your account manager.