Skip to main content

Chat Rating Functionality

Helpdesk

Implement a system to allow users to rate chat interactions, similar to how knowledge base articles are rated. This would provide valuable feedback on the quality of support provided through the chat widget.

We would also like to use conditional logic like for Knowledge Base, where if someone badly rates a conversation they are prompted to tell us why.

Post type
💡 New feature
Posted by Edith Henry ·
Status: Completed1 comment

Log in to comment and vote

Comments1

  • Markus Palm changed status to Completed
    Team•

    Jul 28

    Pinned

    Hey! This is now supported with Conversation CSAT surveys and the new Reports product! 📊

    Use the prebuilt ‘Ask customers to rate their closed conversation (CSAT)’ Workflow to automatically request feedback after a Conversation is closed. Customers can choose from five emoji ratings and leave an optional written remark.

    Because this is handled through Workflows, you can add conditional follow-up actions such as:

    • Ask dissatisfied customers what went wrong

    • Assign low-rated Conversations to a support lead

    • End the Workflow automatically after a positive rating

    Ratings work in Messenger and email. The built-in Customer Satisfaction report then lets you track CSAT, rating distribution, written remarks, and survey response rates.

    Set up Conversation ratings →