Thumbs up / thumbs down widgets merged into a single "All Chats Feedback" widget on ITSM Virtual Agent analytics dashboardSummary<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } After the Now Assist for ITSM plugin is updated to v16.0.3, the "Number of chat messages that received thumbs up" and "Number of chat messages that received thumbs down" widgets no longer appear as separate widgets on the ITSM Virtual Agent analytics dashboard. As part of a design change, these two widgets have been merged into a single "All Chats Feedback" widget that shows positive and negative feedback (thumbs up and thumbs down) together. So the data for both metrics can still be seen - it is simply that the positive and negative feedback are now consolidated into one widget rather than shown as two. In earlier versions of Now Assist for ITSM plugin From Now Assist for ITSM 16.0.3 onwards This is referenced in the Now Assist for ITSM 16.0.3 plugin release notes which can be seen in the instance while updating, under the "Changed" section for the Conversational Analytics dashboard which notes that visualizations were standardized and improved. Since this change is part of the plugin version and the documentation is release-based, it is not reflected in the docs. Documentation on these metrics: https://www.servicenow.com/docs/r/it-service-management/now-assist-for-it-service-management-itsm/now-assist-itsm-conversational-dashboard-customer-satisfaction.html