Conversation ratings enable you to gather feedback from users and visitors on their interactions with your team. When a teammate closes a conversation with a customer, Operator will send a simple survey asking how their experience was. 

You can view a report of your conversation ratings to monitor your support team’s performance, as well. This helps managers spot and reward star performers and identify opportunities to improve the quality of support their team provides. Here’s how it works👇

Enable your conversation ratings 

First, go to "For users or leads", under Task Bots in your Operator settings.

Then, under the section "Ask for conversation rating", turn the task on.

Note: The conversation rating Task Bot is only available on certain Intercom plans. See our plans and pricing here.

Disable conversation ratings on outbound conversations

You may not want to request ratings on conversations started directly from your inbox, as these can often be related to existing conversations or involving third parties.

If this is the case, simply disable conversation ratings on direct outbound conversations, by switching toggle to "Not sending", like you see below 👇

Enable conversations ratings on conversations started from Custom Bots

Conversation ratings can still be sent after a teammate closes a conversation for conversations that were started by an outbound Custom Bot.

You can enable this by switching toggle to "Sending rating requests", like you see below 👇

Note: Teammates must still participate in a conversation for it to be eligible for a rating.

Prevent customers from changing their rating after a period of time

You can prevent your customers from changing their conversation rating after a specified period of time.

Once you enable "Prevent customers from changing their rating after a given period of time", you can specify a number of hours up until a customer can change their conversation rating 👇

How Operator sends conversation ratings 

When a teammate closes a conversation with a customer, Operator is signaled to send a conversation rating. Operator sends conversation ratings for both in-app messages and emails. The rating is applied to the teammate who last sent a message or email in the conversation.

Here’s how ratings look in the Messenger 👇

And here’s how they look in email 👇

When customers click on a reaction, they’ll be requested to give additional feedback. 

Adding Messenger apps to closed conversations

A teammate can send a Messenger application to close out their conversations, instead of the standard Intercom Customer Satisfaction (CSAT) app. The teammate can choose to insert their app in the "Ask for conversation rating" section by:

  1. Navigating to the Operator >Task Bots > For User / For Lead.

  2. Turning on the "Ask for conversation rating" Task Bot.

  3. Selecting "Add an app".

  4. Choosing an app from the list of installed apps or exploring the Intercom App store to install and add a new app.

Note: This only works with Messenger apps and not Inbox ones.

If a custom app is inserted, the CSAT app will not appear when a conversation is closed.

When does Operator send conversation ratings? 

Operator only sends conversation ratings at the right time. A rating appears when a conversation matches the following criteria:

  • The conversation was replied to by a teammate OR a teammate starts a direct outbound conversation.

  • The conversation was started from a Custom Bot where a teammate also participated.

  • The conversation is over 250 characters (including spaces, and replies from your teammate and customer). This helps ensure ratings don’t send for short conversations with a simply yes/no answer.

  • The conversation is closed within a week of the last reply. If you or the customer hasn’t replied to the conversation in seven days, we won’t send a conversation rating, to prevent them from appearing on old conversations.

  • It's not a group conversation. Operator will not send a rating request when more than one user/lead are included in the conversation.

  • A rating request hasn't been already sent in the conversation. Operator will only send a rating request once per conversation.

See how your team performs 

To see how people feel at the end of their conversations with your team, just take a look at your conversations ratings summary.

Note: You can also see the conversation ratings each of your teammates received over a specific time period. 

Best practices for conversation ratings 

Turn your dissatisfied customers into happy ones

Conversation ratings help you better understand your customer’s experience, and provide you with the information you need to make your customers happy.

For example, you can follow up with customers who left a negative conversation rating and help turn their experience around. Just click the drop-down arrow, and select "terrible" or "bad" to see comments left by your customers. From here, you can follow up with people and resolve their issue.

Set happiness targets for your team

You should set happiness targets for your team, so you ensure the majority of your customers are happy with their experience. For example, hearts and smileys can be counted as positive. Anything else can be counted as negative. 

Rewarding your team for exceeding these targets will motivate them to deliver a more personal experience.

See happy comments in one place

Have you ever wondered what your happy customers are saying about you? If you're using Next-Gen Inbox, simply use Command+K and search for "Your achievements".

You'll see your achievements appear in the right sidebar in your Inbox. 👇

You can see what your customers love about your support. This should provide your team with extra motivation to delight every customer. 

Send conversation ratings when you’re ready 

If you’re not ready to close a conversation and trigger the conversation rating message, you can snooze the conversation while you’re waiting to resolve the customer’s issue. 

Get better conversation ratings 

If you’re waiting for a customer to reply, it’s best to snooze the conversation. Then, when the conversation re-opens you’ll be reminded to follow up. Your customer will appreciate the extra effort you’ve put in to ensure they get the help they need. 


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