Visitors can rate a completed conversation with a thumbs up or thumbs down. The result is stored with the conversation so your team can spot helpful and unhelpful experiences.
What visitors see
After a visitor has interacted with the agent, Chatwith asks How was this conversation? and shows thumbs-up and thumbs-down buttons. If the visitor resets an active conversation before rating it, the prompt appears in a dialog.
- A conversation accepts one feedback submission.
- Opening or resetting a chat without sending a message does not trigger the prompt.
- After submission, the visitor sees a thank-you message.
Review feedback
- Open Conversations and select a conversation.
- Check the details panel for Visitor feedback.
- Use the Positive or Negative result with the transcript and other context to identify improvements.
Turn feedback into improvements
- Review negative conversations for missing or stale knowledge.
- Check whether instructions or guardrails prevented a useful answer.
- Test a revised prompt or model in Playground before changing the live agent.
- Look for repeated patterns rather than treating one rating as a complete quality score.