Find out what your customers really thought
A short rating form can appear as soon as a conversation is archived. Anyone who does not answer can be sent one reminder by email, with the rating buttons built into it.
This is for teams who want evidence of how their support is going, agent by agent, instead of a feeling. It fits any workflow where agents archive a conversation once it is done.
Step by step
Set up the rating message
Go to Settings > Messages and set the rating message. It is shown to the user when the conversation is archived, so archiving is the moment that asks the question.
Choose the reminder delay
In the same place, set Email reminder delay in hours. Users who have not rated yet are emailed once that many hours have passed.
Add the redirect URL
The reminder needs a Redirect URL. Use any page on your site that includes the chat widget, because the email's buttons send the customer to that page.
Read what comes back
Ratings appear in the right panel of the conversation, in the agent-ratings report, and on the agent's profile. Use the report when you want the pattern rather than a single case.
Settings reference
| Setting | What it does |
|---|---|
| Email reminder delay | How many hours to wait before emailing users who have not left a rating. |
| Redirect URL | The page the rating buttons in the reminder email lead to; it must be a page that includes the chat widget. |
Good to know
Archiving is the trigger
The rating form is shown when a conversation is archived. If your agents never archive, nobody is ever asked.
No redirect URL, no reminder
The Email reminder delay depends on the Redirect URL. Set both, or the reminder has nowhere to send people.
What the email buttons do
Clicking Helpful or Not helpful in the email takes the customer to your redirect URL, saves the rating straight away, and opens the chat on the rating panel so they can add a comment.
Messaging channels behave differently
Rating works on messaging channels, but the rating buttons are not displayed there. With AI configured, the customer's written reply is analysed to extract the rating.
Common questions
When does the customer see the rating form?
Where do I see the ratings?
My reminder emails are not going out. What is wrong?
Which page should I use as the redirect URL?
Why can't my WhatsApp customers tap a rating button?
Does collecting ratings cost extra?
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