The operator rating form in chats is important for both the company and customers, helping to ensure quality service and improve interaction between both parties.
The rating in chats can be activated in the widget or Telegram bot.
Where is the activation Chat rating
Go to «Settings» → «Communications», find the channel you need (widget or Telegram bot) and click on the pencil icon to open its settings.
Chat rating settings are available in the «Quality rates» tab. Activate the «Request evaluation» switch.
Additional fields will appear where you can specify your texts for buttons and messages and select the frequency between repeated evaluation requests in a single dialogue:
Fill in the details and save the channel settings.
How quality assessment looks in chat
After that, immediately after closing the chat, your client will be asked to rate the service from 1 to 5 and leave a comment, provided that:
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The minimum time between repeated requests for assessment from the previous request has passed, or there have been no requests at all;
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The ticket contains messages from both the customer and the manager;
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There are at least 5 messages in the ticket;
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No more than 1 hour has passed between the last message in the ticket and the closing of the chat.
The submitted rating and review will be displayed in the rating report and in the chat window in CRM:
