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# 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](/agent-studio/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](/_fern-files/_img/4bb0d8899b518617e087434c6c600225d2dc1b9b0b8428dc9a9a2ef7b6697da8.webp)

| 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](/_fern-files/_img/b77f8bafde711411739aa8e75e8db0fc8cb20edd336dfb69b98abd4321f75cd1.webp)

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](/agent-studio/voice/advanced-settings#keyphrases).
* **Missing topic** — the caller asked something the agent could not answer because no matching topic exists in the [Knowledge](/agent-studio/knowledge/fa-qs/fa-qs) 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](/agent-studio/knowledge/fa-qs/fa-qs) 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](/agent-studio/voice/advanced-settings#keyphrases), [transcript corrections](/agent-studio/voice/advanced-settings#keyphrases), or agent behavior configuration.

## Related pages

#### [Conversation review](/agent-studio/conversations/review)

Browse and inspect conversations to find issues for annotation.

#### [Conversation diagnosis](/agent-studio/conversations/diagnosis)

Debug agent behavior at each turn after reviewing transcripts.