The survey feature lets you collect customer feedback by sending a rating message after a conversation ends. Customers provide feedback through interactive button messages with emoji ratings.
Key Points
The rating message is sent if you have enabled the survey for your business.
Sent 10 minutes after the conversation closes.
Three rating levels using emojis:
😞 (0%)
😐 (50%)
🤩 (100%)
When the customer replies, you'll see the below rating in the conversation inbox.
Configuring the Rating Feature
Enable the Rating Survey:
Go to your chatbot then → The operator
Navigate to the ‘Ask for conversation rating’ section.
Configure your message
Then Enable the conversation rating survey node.
Conditions for Sending the Rating Message
Sent Automatically:
When the agent or bot closes the conversation.
10 minutes after conversation closure.
Not Sent:
If the agent closes the conversation after the 24-hour window.
If you close the conversation using the bulk close operation.
If the contact reopens the conversation within the 10-minute window before the survey is sent.
Responding to Conversation Ratings
Customers respond to the rating survey using interactive buttons.
1. Receiving the Rating Message:
After a conversation closes, the customer receives a message with three emoji buttons.
They select the emoji that best represents their experience:
😞 for 0%
😐 for 50%
🤩 for 100%
2. Handling Customer Replies:
• If a customer responds with one of the emojis, the rating is recorded.
• If a customer responds with any other content, the conversation reopens.
After the Rating:
• Any further messages from the contact will reopen the conversation.
The Survey report
The feedback from the survey is collected and recorded in the survey report. This article provides more details.