Technical docs

Message Reactions

Overview

Support reference for the current message feedback and reaction paths.

Feedback state now lives on the `messages` table itself:
`reaction`
`reaction_at`
`feedback_comment`
`feedback_comment_at`
`feedback_state_updated_at`
`reaction_by_*`
Accepted reactions are:
`like`
`dislike`
`null` to clear feedback
`feedback_comment` is retained for any non-null reaction when a comment is provided.
If a non-null reaction update omits the comment field, backend feedback state keeps the previously stored comment.
Clearing the reaction clears the entire feedback state.

Backend feedback is rejected for:
`operator` messages
`contact` messages
That means backend eligibility currently allows feedback on assistant-side `ai` and `bot` messages.
`feedback_comment` is capped at `500` characters.

Public webchat feedback routes are:
`PUT /api/public/webchat/messages/{message_id}/feedback`
`PUT /api/public/webchat/messages/{message_id}/reaction`
Both routes use the same processor and accept body:
`{ "reaction": "like" | "dislike" | null, "feedback_comment"?: string | null }`
The processor verifies that:
the public API key resolves an organization
the `webchat-token` resolves a webchat session/contact
the message belongs to a conversation accessible through that contact channel
The route returns the full updated webchat message object, not just the reaction value.

The widget currently calls:
`PUT /api/public/webchat/messages/{message_id}/reaction`
Widget request body can include:
`reaction`
optional `feedback_comment`
`conversation_id`
`event_id`
optional `contact`
The widget shows reaction buttons when:
`message.role === 'ai'`
`message.role === 'bot'`
It does not show them for:
`operator`
`contact`
Clicking the same reaction twice toggles it back to `null`.
After setting a non-null reaction, the widget can open a structured feedback composer for both `Like` and `Dislike`.
Current widget feedback UX includes:
preset reason chips per reaction
optional free-text detail via `Other`
`Not now`, `Send`, and later `Edit` actions
The widget updates reaction state optimistically in local component state.

Public webchat feedback updates emit:
`conversation.message_updated` to organization websocket clients
Omni consumes that event and reads reaction fields from the updated message payload.
Omni renders feedback as read-only footer state on outgoing messages.
The widget listens for:
`webchat.message_updated`
Current widget websocket updates now merge the full updated message payload into the active transcript, including reaction and feedback-comment fields.

Internal chat uses the organization route:
`PUT /api/organizations/{orgId}/conversations/{conversationId}/messages/{messageId}/feedback`
That flow emits:
`internal.message_updated`
Internal chat feedback also adds rate limiting for repeated changes on the same message.