Ask for ratings and feedback once a website conversation ends.
- Open Settings → Forms → Post-chat form.
- Enable the form and review the available rating, question, message and choice elements.
- Write clear labels and answer options, and choose which questions are required.
- Add or edit the thank-you message and save.
- Complete a test conversation from the customer and agent sides, end it, and submit feedback.
- Review the related feedback or satisfaction report with the same date and group filters.
¶ Check the result and solve problems
Avoid adding a duplicate element when the editor allows only one of that type. A customer who does not submit a rating should not be treated as a negative response. Verify the end-of-chat experience on the website; other channels may not display the website form.
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