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How customers rate

  • Each answer: Helpful and Not helpful buttons under the AI’s reply.
  • The whole chat: a 1 to 5 star rating (“How would you rate our chat today?”), with an optional comment. The widget asks after the chat has been quiet for 2 minutes.

Where you see ratings

  • Inbox → customer panel → Feedback and ratings: for one conversation, the Helpful and Unhelpful counts, its Satisfaction (thumbs up as a share of all thumbs), and the customer’s star rating and comment under Rating for this chat.
The customer panel section Feedback and ratings with 3 helpful, 1 unhelpful, 75 percent satisfaction and a four-star rating with the comment Quick answer, thank you.

Feedback and ratings in the customer panel, with sample data.

See how your AI agent is doing

The Dashboard has a How your AI agent is doing card. Switch between 7 days and 30 days to see:
  • Conversations customers started, and how much was Answered by AI without a person.
  • Handed to your team: how many needed a person.
  • Team first reply (median): how fast your team answers chats after a handoff, next to your live chat target, and for tickets. It shows Not enough data yet until there are at least 3 replies.
  • Leads captured and Tickets created, plus Conversations by day and By channel.
The Dashboard card with 412 conversations, 86 percent answered by AI, 56 handed to your team, a 2 minute team first reply, 38 leads and 14 tickets, a conversations by day chart and a by channel list.

How your AI agent is doing on the Dashboard, with sample data.

Set your targets under AI agent → Team inbox → Reply-time targets. See Live chat.

Find gaps in your knowledge

  • Questions your AI couldn’t answer on the Dashboard lists this week’s questions where the AI said it didn’t have the information, and how often each was asked.
  • Top tags this week shows what customers asked about in chats and tickets. Manage your tags under Tags.
  • Read low-rated conversations in the Inbox to see where the answer went wrong.
Add or update a page or file that answers the question, then retrain it. See Chunks.

Ask for feedback after an order

The Reviews & CSAT workflow template emails or messages a shopper a day after their order ships to ask how it went, if they agreed to marketing. It sends a message outside the chat, so it needs the Pro plan (or the trial). See Workflows.