Ratings & Customer Feedback
Collect feedback after conversations, catch unhappy customers early, and turn happy ones into reviewers.
Prerequisite
To use ratings, make sure the "Feedback Collection" capability is enabled in Chatbot Setup → Capabilities. The rating settings will only appear when this is turned on.
Choose a Rating Style
Go to Chatbot Setup → Rating in the sidebar. You'll see three rating styles to choose from:
😊 😐 😖
Emoji
Fun and visual. Great for casual brands.
⭐⭐⭐⭐⭐
Stars
Classic 5-star rating. Universally understood.
👍 👎
Thumbs
Simple up/down. Fast for customers.
Click the one you want. The AI will show this rating prompt at the end of conversations.
Customize the Rating Prompt
Below the style selector, you'll see a text field for the rating prompt — the question the AI asks. The default is:
"How would you rate your experience?"
Feel free to change it to match your brand. For example:
- "Was this helpful?"
- "How did we do today?"
- "Did I answer your question?"
Escalate Bad Ratings to Tickets
Toggle on "Escalate on Bad Rating" to automatically create a support ticket when a customer gives a negative rating.
What counts as a "bad" rating:
- Emoji: Sad face
- Stars: 1 or 2 stars
- Thumbs: Thumbs down
When a bad rating triggers a ticket, the ticket includes the full conversation so you can see what went wrong and follow up with the customer.
Tip
This is one of the most valuable features. It means unhappy customers automatically get human attention, even if the AI didn't realize the conversation went poorly.
Redirect Happy Customers to Reviews
Toggle on "Redirect to Review Platform" to prompt happy customers to leave a review on an external platform.
What counts as a "good" rating:
- Emoji: Happy face
- Stars: 4 or 5 stars
- Thumbs: Thumbs up
When enabled, you'll be asked to choose a review platform:
Trustpilot
Google Reviews
Custom URL
After selecting a platform, paste the URL where customers should leave their review. The AI will include a link in its response after a good rating.
Tip
This is an easy way to collect more positive reviews. Customers who just had a great support experience are the perfect ones to ask.
How it works in practice
After the AI resolves a customer's question, it asks for a rating. If the customer rates positively and you have review redirects enabled, the AI says something like: "Thanks for the great rating! Would you mind leaving us a review on Trustpilot? Here's the link: [link]". If the rating is negative, a support ticket is created for your team to follow up.