Conversation rating

Please note: Conversation ratings are available on the Support plan, or if you have the Support optimization module enabled.

How conversation ratings work:

1. The operator resolves a user's issue and closes the conversation.  
2. If the user doesn't send any more messages within the timeout period defined in your settings, the conversation is officially marked as resolved. Once this happens, a rating request is automatically sent to the user.  
3. If the user replies before the timeout expires, the conversation reopens, and the cycle starts over

When all conditions are met, the user will receive a chat message asking them to rate the operator on a five-point scale: Terrible / Poor / Okay / Good / Excellent:

If the user doesn't read the chat message within your configured message forwarding timeframe, they will receive an email (if we have their address). This email will contain a transcript of the recent chat history along with the rating request.  

Users can only submit their rating once, and it cannot be changed later. 

Setting up conversation rating requests

You can enable operator ratings in your chat settings. Go to General Settings -> Chat -> Conversation rating.

Check the box next to "Ask visitors to rate the conversations":

• Specify the minimum number of messages required in a conversation to trigger a rating request. This is a total count, meaning it includes messages from both the operator and the user. Keep in mind that messages sent while interacting with a chatbot do not count towards this total, only messages exchanged with a human operator are considered.
  
  Note: If the conversation is resolved but the total message count is below your set threshold, the rating request will not be sent. 
  
  
• Choose the icon style for your rating request: emojis or stars. 

Key things to keep in mind

• Rating requests are sent only after the conversation is closed and the resolution timeout has expired. You can set this timeout in your project's chat settings. If the user sends another message before the timeout expires, the rating request will not be triggered. Read more about timeouts in this article.  

• The user's rating applies to all operators who participated in resolving the issue. For example, if Operator John writes, "Hello, let me transfer you to a specialist," and the user later gives a "Poor" rating after chatting with the second operator, John will also receive a "Poor" rating despite his minimal involvement.  

• Individual operator ratings are visible directly within the conversation thread, and you can view aggregate data across your team in the conversation statistics.  

• Only users with Admin or Superadmin permissions can view operator ratings.  

• Rating requests are only sent through your website's live chat. They are not sent via integrations with messengers or social media platforms