Guide

Ratings on answers in your website chat

Your visitors can mark each of the agent’s answers as helpful or not helpful. How to switch the buttons on and where you see the ratings in the app.

In the app:: Agents › your agent › Widget › Behaviour; Open the app
Reviewed on: Reviewed on 6 October 20263 min read

In this article

On your website chat, under each of the agent’s answers there are two thumb buttons: helpful and not helpful. They are on to begin with, and you switch them off or on in your agent’s Widget tab. What your visitors mark shows up in three places: in the conversation, under To review and under Analytics.

What your visitor sees

Two buttons under each of the agent’s answers: a thumbs up, “Helpful answer”, and a thumbs down, “Not a helpful answer”.
One rating per answer. They can change it by pressing the other button, or take it back by pressing the same one again.
Nothing else. They are not asked for a comment or any question.

The buttons come in the language of the chat. They do not appear under the answers your team writes, nor on WhatsApp or Instagram: ratings belong to the website chat only.

Switch the buttons on or off

You need the Member, Admin or Owner role.

Go to Agents, open your agent and press the Widget tab.
Open the Behaviour section and scroll down to Rating the answers.
Switch Show the rating buttons on or off.
Press Save changes. “Widget saved” appears.

The change reaches your website without pasting the code again, like any other setting of the chat. It can take about a minute to show.

Where you see the ratings

Where	What you see
Conversations	Under the rated answer, the mark “The customer found it helpful” or “The customer did not find it helpful”. On negative ones the Correct this answer link appears too
To review	Every answer marked as not helpful joins the list with the reason Marked as not helpful, for you to write the right answer
Analytics › Ratings from your customers	The percentage of helpful answers, how many were marked as helpful and as not helpful in the chosen period, and the split By agent

A thumbs up does nothing more: it is counted under Analytics and shown in the conversation. A thumbs down is the one that gives you work: it takes the answer to To review. If the visitor changes their mind and takes the rating back before your team has dealt with it, the question leaves the list.

What to do with an answer marked as not helpful

Open To review and find the question, or open the conversation from Conversations.
Read what the agent answered. Sometimes the answer was right and the customer did not like the news: a price, a “we do not have that”.
If the answer was wrong, write the good one: see questions to review and correct one of your agent’s answers.
If it was fine, dismiss the question.

Worth knowing

There is no notification for each rating. No email and no notice arrive: you see them in the app.
They use no credits.
With the buttons off you stop knowing which answers people dislike. The To review list still receives what the agent cannot answer. Existing ratings are kept.
A few ratings say little. Most visitors press neither button. Look at which answers get a “not helpful” rather than at the percentage.
Tests do not count. The preview in the Widget tab and the Playground tab produce no ratings.

If the buttons do not appear on your website after you switch them on, reload the page after a minute. If the whole chat does not appear, see the chat does not appear on your website.