Rate a conversation and collect customer satisfaction

How conversation ratings work

After resolving a visitor's issue, you can request a rating. In the chat widget the visitor sees a five-emoji face prompt — 😡 😟 😐 😊 😍 representing scores 1–5; in Messenger and Instagram conversations they get tappable 1–5 star options instead. Either way they respond without leaving the conversation, and the result is recorded so you can track satisfaction over time.

Ask for a rating from the sidebar

1. Open the conversation.
2. In the right sidebar, expand the Actions accordion.
3. Click Ask for rating.
4. 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 work in live-chat (widget), Messenger, and Instagram conversations. In Messenger and Instagram the visitor taps one of five star options — ⭐ to ⭐⭐⭐⭐⭐ — and the rating is recorded exactly like a widget rating, with the same once-per-agent-per-7-days rule. The Ask for rating button remains hidden for voice 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.

1. In the Actions accordion, click Send transcript.
2. Fill in the To email (defaults to the visitor's email if known), From email (choose from your verified sender addresses), and Sender name.
3. 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.