What is conversation rating?
Conversation rating lets your website visitors give feedback on chatbot responses. When enabled, thumbs up and thumbs down icons appear in the chat widget header so users can indicate whether the conversation was helpful. This feedback helps you find areas where your chatbot performs well and where it needs improvement.
How to enable conversation rating
- From the main dashboard, select your chatbot.
- Open the Chat Conversation page.
- In the Conversation behavior section, toggle Conversation rating on.
The rating buttons appear in the widget header as soon as the setting is saved.
Tooltip text
Rating buttons use default tooltip texts:
- Positive rating: "I like the response"
- Negative rating: "I don't like the response"
These tooltips are no longer editable in the admin interface. If you previously set custom tooltips for your bot, they are still saved and continue to display in the widget.
The reset conversation tooltip is configured separately under Appearance > Chat Header > Reset conversation tooltip.
How it looks to your visitors
When conversation rating is enabled, thumbs up and thumbs down icons appear in the chat widget header.
When a visitor clicks one of the rating buttons, a confirmation message appears in the conversation.
Users can change their rating at any time by clicking the other button.
Reviewing ratings in Chatlogs
You can filter conversations by rating in the Chatlogs tab. Use the rating dropdown to show only conversations rated as Positive or Negative. The rating is also displayed in the Conversation details panel on the right side of each conversation.
If you find conversations with negative feedback, you can add corrections to improve your chatbot's responses. Learn more about adding and editing corrections.