> ## Documentation Index > Fetch the complete documentation index at: https://docs.poly.ai/llms.txt > Use this file to discover all available pages before exploring further. # Annotations > Flag good and bad agent responses, mark factual errors, and capture transcript and Knowledge gaps during review. Use annotations to give per-turn feedback during conversation review. Annotations create a running log of what's working and what isn't, so you can track issues, share them with your PolyAI representative, and measure improvement over time. Annotations are available on both **voice** and **webchat** conversations from the [Conversation Review](/analytics/conversations/review) side panel. ## Agent turn annotations Hover over any agent turn in the transcript to reveal a four-icon feedback toolbar: Conversation Review agent turn showing the four-icon feedback toolbar, the Bad response tooltip, and the reason picker open with Response too general, Response too specific, Incorrect handoff text, Long response, and Hallucination | Icon | Annotation | What it captures | | ---- | --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------- | | 👍 | **Good response** | The agent handled the turn well. Use this for spot-checking and to mark positive examples. | | 👎 | **Bad response** | The agent's response was poor. Opens a reason picker so you can categorize the failure. | | ⚠️ | **Wrong information** | The agent gave a factually incorrect response. Use this alongside or instead of Bad response when the issue is content accuracy rather than response shape. | | 📋 | **Copy turn text** | Copies the turn's text to your clipboard — handy when sharing examples in Slack or tickets. | ### Bad response reasons When you click 👎 a searchable reason picker opens. Pick the category that best matches the failure: * **Response too general** — the answer was vague when it should have been specific. * **Response too specific** — the answer over-committed to detail the agent shouldn't have had. * **Incorrect handoff text** — the agent transferred or routed with the wrong wording or to the wrong destination. * **Long response** — the answer was too long, especially relevant for voice where verbosity hurts. * **Hallucination** — the agent stated something it had no basis for. Use the search field to filter the list when you know the category name. ### Wrong information Click ⚠️ to mark a turn as containing factually wrong content. **Wrong information** is a single toggle — there are no sub-reasons. Conversation Review agent turn with the feedback toolbar visible and the Wrong information annotation checkbox selected You can apply **Wrong information** in combination with **Bad response** — they describe different aspects (content correctness vs. response quality). ## Caller turn annotations (voice only) For voice conversations, caller turns can also be annotated to capture ASR and Knowledge issues: * **Wrong transcription** — the ASR (automatic speech recognition) produced an incorrect transcript. Use this when the agent misheard the caller. Feeds back into ASR tuning and [keyphrase boosting](/voice-channel/advanced/speech-recognition). * **Missing topic** — the caller asked something the agent could not answer because no matching topic exists in the [Knowledge](/knowledge/faqs/introduction) area. Feeds the prioritization of new topics. These annotations are available on the caller side of voice transcripts. Webchat sessions don't have ASR or audio, so they don't surface these types. ## What happens after you annotate * Annotations are saved to the conversation and visible to anyone with access to Conversation Review. * Share annotations with your PolyAI representative to drive ASR accuracy improvements, Knowledge updates, or agent-behavior changes. * **Bad response** and **Wrong information** annotations build a queue of agent quality issues to address. * **Missing topic** annotations directly prioritize your [Knowledge](/knowledge/faqs/introduction) backlog. * Over time, annotations create a log of recurring issues that helps you track improvement. ## Best practices * **Annotate consistently** — Review a sample of conversations regularly and annotate issues as you find them. * **Pick the most specific reason** — "Hallucination" is more actionable than a generic Bad response without a reason. * **Combine when useful** — A turn can be both **Bad response: Response too general** and **Wrong information** if both apply. * **Act on annotations** — Use them as input when updating your Knowledge area, [ASR keyphrase boosting](/voice-channel/advanced/speech-recognition), [transcript corrections](/voice-channel/advanced/speech-recognition), or agent behavior configuration. ## Related pages Browse and inspect conversations to find issues for annotation. Debug agent behavior at each turn after reviewing transcripts.