Someone just finished talking to your support team and you want to know how it went. There are two ways to ask in Yaplet, and it is worth knowing which one to reach for, because they work very differently.
The important limitation, up front
Yaplet does not announce that a conversation has been resolved. There is no internal event for it, so a survey cannot fire automatically when an agent closes a conversation. Any instruction telling you to trigger a survey on an event named after conversation resolution will not work — nothing sends that event.
What you can do instead is below.
Option 1: ask for a rating from the inbox
This is the built-in way, and for most teams it is the right one. At the end of a conversation the agent asks the visitor to rate it, from the inbox, and the visitor gets a five-emoji rating scale (😡 😟 😐 😊 😍) in the chat they are already looking at.
- It arrives in the conversation itself, while the visitor is still there — the best possible moment.
- It works on Facebook and Instagram conversations too, where the visitor gets five tappable star buttons instead of the widget's emoji panel.
- The question is shown in the visitor's own language.
- With Collect Ratings switched on at Brand → Chat widget → Messages, the rating is also asked automatically when the agent leaves the conversation.
- Once a conversation has been rated, the same agent cannot ask for another rating in that same conversation for seven days. The limit is per conversation, not per person, and it only starts once a rating actually comes back.
- It is one rating plus an optional comment — the visitor can type a few words in the box under the emoji, and that comment lands in the conversation for the agent to read. There is no second question beyond that.
Full instructions are in Conversation ratings.
Follow up on a rating automatically
A rating can start a workflow. At Brand → Workflows, open or create a workflow, click the Starts when card and pick Rating given. It starts when a visitor rates the conversation — in the chat widget, or with the star buttons on Facebook and Instagram.
- The workflow receives the score as
rating(1 to 5) and the visitor's comment ascomment. Facebook and Instagram ratings carry no comment, so therecommentis empty. - Add a Conditions step that checks
rating. On a low score — say, below 3 — apologize and hand the conversation to a colleague; thank everyone else. - By default it does not start while a colleague is still in the conversation — which is the case when the colleague asks for the rating and stays. To start it anyway, switch on Also start while a colleague is still in the conversation.
New to workflows? Start with Build your first chatbot workflow.
Option 2: a survey you trigger from your own site
Choose this when you need more than a star — a score plus a written reason, or a couple of extra questions. The catch is that you have to decide when to show it, because Yaplet will not tell you a conversation ended.
1. Build the survey
Go to Marketing → Engagement → Surveys, click Add Survey, then New Item. Add a Numeric scale question — "How would you rate the help you received?", Minimum Value 1, Maximum Value 5, Lowest Label "Poor", Highest Label "Excellent" — and a Long text question after it asking what could have gone better. Keep it to those two.
2. Point it at a custom event
Click Trigger, add a Custom event rule, and type a name of your own, for example support-finished.
3. Fire that event from your site
Your own code decides the moment. A natural choice is the next page the visitor loads after a support session, or a "Was that helpful?" link you place yourself. The first argument is always the literal word customEvent:
Yaplet.trackEvent('customEvent', { name: 'support-finished' });4. Choose how often
In the same panel, set Frequency. Send every time asks after every conversation. Send X times every Y days — say once every 7 days — is the kinder middle ground for people who contact you often. See Frequency caps.
5. Publish
Open Settings, turn Published on, and save.
Which one to use
| Rating from the inbox | Survey on a custom event | |
|---|---|---|
| Who starts it | The agent, at the end of the conversation — or automatically when the agent leaves it, with Collect Ratings on. | Your own website code. |
| Setup needed | None. | A developer adds one line. |
| What you get | A 1–5 emoji rating, plus any comment, tied to the agent and the conversation. | A score plus anything else you ask, tied to the visitor. |
| Also works on | Facebook and Instagram conversations. | Only pages with the widget installed. |
Reading the results
Ratings requested from the inbox are covered in Conversation ratings. Survey answers live on the survey's own Responses page, grouped by question with the average, highest and lowest score worked out for you — see Read survey responses.
What's next?
To measure overall sentiment rather than one interaction, see Create your first NPS survey.