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.
In the widget the prompt is a card that appears in the AI's place in the thread, not a screen that takes over the widget: the visitor taps a face, can add a comment, and submits with the check inside the comment field. The question itself is Yaplet's own wording, said in the visitor's language — there is no rating question for you to write.
The widget can also ask on its own. With the Collect Ratings switch on at Brand → (your brand) → Chat widget → Messages, the visitor gets the rating card when you leave the conversation with Leave chat or Leave all — as long as you wrote at least 2 replies since you took the conversation and the visitor isn't waiting for an answer from you. A quick hand-over to a colleague doesn't ask for a rating.
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.
Once the visitor has rated you in a conversation, you can't ask again in that conversation for 7 days. Until then the button is disabled. If the visitor changes their mind and rates you again within those 7 days, the new score replaces the earlier one — it is never counted twice.
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.
- In the Actions accordion, click Send transcript. It is grayed out when the visitor has not given an email address.
- The transcript always goes to the visitor's own email address, shown under To email — you cannot type a different one. Choose the From email (from your verified sender addresses) and fill in the From 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, 20 a day for your whole organization, and 3 a day to the same email address. The daily limits count the last 24 hours, not the calendar day. If you hit a limit you'll see a send error that says which one — wait a while 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.
To read every rating at once, open Team → Agent monitoring → Ratings. It shows the period's average score and low ratings, lets you filter by agent, brand, score and comment, and opens the conversation behind each rating. The tab is part of Agent monitoring, so you need that add-on and its permission.
What's next
For a broader look at all the sidebar controls available during a conversation, see Tour of the inbox.