Collect customer satisfaction ratings
RagChat can ask shoppers to rate their support experience, so you know how well the AI and your team are doing. Ratings are available on every plan and collection is on by default.
How it works
- The shopper sends at least one text message in the conversation (a welcome message alone is not enough).
- You or the AI send at least one reply.
- The conversation is resolved.
- The shopper is asked to rate the conversation on a 5-point emoji scale, from very unhappy to very happy.
- If they have already left the chat, the rating card is emailed only when they have emailed you at least once. Chat-only contacts still see the rating card in the widget when they are online; they are not emailed it.
- Each shopper is asked at most once per day, so nobody gets nagged.
Resolving a thread with no customer message (for example, closing a welcome-only chat) does not ask for a rating.
Where you see ratings
- Inbox: the rating appears in the conversation's details panel.
- Dashboard: the Avg. satisfaction card shows your average and the number of ratings over the last 30 days.
Turn it on or off
- Open RagChat and go to Settings → General.
- Toggle Collect satisfaction ratings.
- Click Save.
Still stuck? Message us from the chat widget and we'll help.