How conversation ratings work
After resolving a visitor's issue, you can request a rating. The visitor sees a five-emoji face prompt inside the chat widget — 😡 😟 😐 😊 😍 representing scores 1–5 — and can respond without leaving your site. The result is recorded against the conversation so you can track satisfaction over time.
Ask for a rating from the sidebar
- Open the conversation.
- In the right sidebar, expand the Actions accordion.
- Click Ask for rating.
- A rating request is sent to the visitor inside the widget. A private event message is recorded in the conversation thread confirming the request was sent.
The rating request can only be sent once per agent per conversation within a 7-day window. If you've already asked recently, the button will be disabled until the window resets.
Rating requests are only available for live-chat (widget) conversations. The Ask for rating button is hidden for voice conversations and disabled for Messenger and Instagram conversations.
Send a conversation transcript
You can email the visitor a complete record of the conversation — useful when they want a written summary, or as a natural moment to ask for feedback.
- In the Actions accordion, click Send transcript.
- Fill in the To email (defaults to the visitor's email if known), From email (choose from your verified sender addresses), and Sender name.
- Click Send. The transcript is emailed and a public event appears in the chat confirming delivery.
Transcripts include all public messages in the conversation grouped by date. Private notes are never included.
Up to 5 transcripts can be sent per conversation per hour. If you hit this limit you'll see a send error — wait until the next hour and try again.
Reading ratings in the inbox
When a visitor submits a rating, it appears as an event in the conversation thread. You can see at a glance whether the conversation was rated positively or negatively.
What's next
For a broader look at all the sidebar controls available during a conversation, see Tour of the inbox.