What is live chat rating?

Live chat rating is a simple post-chat feedback flow where visitors rate their support experience (usually 1–5 stars). It helps you measure satisfaction and improve service quality over time.

When do visitors see the rating request?

You can trigger a rating request during the conversation or automatically when the agent ends the chat, so every session can be measured consistently.

How can chat ratings improve support performance?

Ratings highlight what’s working and what needs attention. They help you spot trends, coach agents, and validate improvements in response time, resolution quality, and overall customer experience.

Is chat rating available on onWebChat?

Yes. You can enable chat rating from the widget settings and start collecting feedback from your visitors.

Chat Rating

Collect quick, honest feedback after each conversation. Enable the onWebChat chat rating feature from your widget settings, then let visitors rate their support experience in seconds.

Measure visitor satisfaction with a simple 5-star flow

Chat ratings make support quality measurable. Use them to track satisfaction trends, identify coaching opportunities, and keep your live chat experience consistently high.

Collect 1–5 star ratings directly inside the chat widget
Ask for a rating during the chat or automatically at chat end
Improve agent performance with real visitor feedback

How chat rating works

1) Enable

Turn on chat rating from your onWebChat widget settings.

2) Ask

Agents can request a rating any time, or you can prompt automatically when a chat ends.

3) Improve

Use the feedback to spot patterns and improve support quality over time.

Want to see more features? Explore all live chat features.

Best practices for higher chat satisfaction

Ask for a rating at the end of resolved conversations
Keep the visitor experience quick (1 tap to rate)
Review low ratings weekly and create coaching notes
Track trends by agent, time of day, and issue type

Ask for Visitor Feedback

By enabling chat rating, agents can send a rating request at any time during the chat by clicking the “Ask for rating” button or by simply ending the chat.

Visitors will see a five-star rating request in their chat window, asking them to rate the chat quality.

This way, you can gain a better understanding of visitor satisfaction, monitor agent performance, and encourage your team to provide better support.

FAQ

Does rating reduce conversions?

When shown at the end of a chat, the rating step is quick and typically improves trust by showing you care about service quality.

Can I use ratings to coach agents?

Yes—combine low ratings with chat transcripts to identify patterns and improve responses and resolution quality.

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