# The Helpfulness Metric Section: Flows Description: Ask visitors whether a flow message helped them, then read the thumbs up and down per message in the Helpfulness tab of the flow's statistics. Verified against Tidio panel 12.304.0 Last updated: 2026-11-06 Source: https://help.tidio.com/articles/the-helpfulness-metric/ The helpfulness metric in Tidio allows customers to provide feedback on flow messages using a simple thumbs-up or thumbs-down option. By collecting this feedback, you can identify underperforming flow replies and make improvements to enhance the customer experience. **In this article, you'll learn:** - [What is the helpfulness metric]() - [How helpfulness metric works at Tidio]() - [How to read the Helpfulness tab]() [Video]() Silent walkthrough. Rename a chat message node and ask visitors for feedback, save the flow, then read the Helpfulness tab and switch to the last 3 months. ![A chat with thumbs-up and thumbs-down feedback appears beside a Helpfulness table showing responses for shipping, refunds, and order tracking.]() ## Helpfulness Metric The helpfulness metric can help you **identify the underperforming flow replies **that you can use to improve the content in flow replies for specific intents, topics, or questions. It could simply be improving the reply copy, adding images and graphics for more detailed guidance, or linking to a dedicated page on that topic. Helpfulness is one of the four flow metrics, next to **Executed**, **Engagement** and **Handoff** - see [Flow Metrics]() for all of them. ## How does helpfulness metric work? You can enable the Helpfulness metric in the flow editor: click on a **Send a chat message** node, and switch on **Ask a visitor for feedback** (**Learn if this message was helpful**) below the message. The toggle is available on the **Send a chat message** node only. You can also change the node's name at the top of the panel, since it will be displayed in Helpfulness statistics - if you don't, the node is named **Send a chat message** when you switch the toggle on. ![The "Send a chat message" settings have the enabled "Ask a visitor for feedback" toggle outlined.]() Each time the message is sent to the Visitors, they can like or dislike it. That will suggest if the message was helpful or not. ![A shipping-rate answer in the chat widget has "Was this helpful?" beneath it with thumbs-up and thumbs-down buttons.]() Statistics are available in the flow's statistics window, which you can open from the **My Flows** list in a few ways: by clicking on the flow's **name**, on the three-dots menu \> **View statistics**, or simply on the chart icon (**View statistics**) next to the **Active** toggle: ![The chart icon for flow statistics is outlined between the Active toggle and three-dot menu.]() ## Reading the Helpfulness tab On the flow's statistics screen, you can access the **Helpfulness** tab - and see all the available details in columns: ![The FAQ flow's Helpfulness tab lists Message, Helpfulness showed, Clicked, Helpful, and Not Helpful, with all values at zero.]() - **Message** - the name of each message that asks for feedback. - **Helpfulness showed** - how many times visitors were asked whether the message was helpful. - **Clicked** - the share (and number) of those times a visitor clicked a thumb. - **Helpful** and **Not Helpful** - the share (and number) of thumbs up and thumbs down. The **Summary** row at the bottom adds up all the messages of the flow. By default, you'll see the **Last 30 days**. Use the date range above the table to pick **Today**, **This month**, **Previous month**, **Last 3 months**, **Last 6 months** or your own dates, up to a year back: ![The Helpfulness tab of the FAQ for Online Store statistics window with the date range picker open: the October and November 2026 calendar and the list Today, This month, Previous month, Last 30 days, Last 3 months and Last 6 months, with Apply and Cancel, over the table of rated messages]() 💡 **Please note:** if none of the flow's messages asks for feedback, the tab shows **There is no node asking for helpfulness** instead of the table. To learn more, see other ways to measure [flow performance](). ## Further reading - [Flow Metrics]() - [Flow Performance Analytics]() - [Flow and Handoff Analytics]() - [Flow editor: Actions]()