1) Enable
Turn on Use Chat Ratings under Settings > Widget > Widget Settings > Chat Rating.
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
2) Ask
The rating request appears automatically when a chat ends, and agents can ask for a rating at any time.
3) Improve
See each rating in Chat History and the average per agent in Statistics, then 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 it quick: visitors pick the stars and tap Submit.
- Review low ratings weekly and create coaching notes.
- Compare the average rating of each agent on the Statistics page.
Ask for visitor feedback
By enabling chat rating, agents can send a rating request at any time during the chat with the "Ask for rating" option in the chat menu, or simply by ending the chat. The request also appears when the visitor ends the chat.
Visitors will see a five-star rating request in their chat window, asking them to rate the chat quality.
This helps you better understand visitor satisfaction, monitor agent performance, and encourage consistently better support.
FAQ
What is live chat rating?
Live chat rating is a simple post-chat feedback flow where visitors rate their support experience (usually 1 to 5 stars). It helps you measure satisfaction and improve service quality over time.
When do visitors see the rating request?
The rating request appears in the chat widget when the chat ends, whether the agent or the visitor ends it, and agents can also ask for a rating at any time from the chat menu. Visitors pick 1 to 5 stars and press Submit, or skip it with No, thanks.
How can chat ratings improve support performance?
Ratings highlight what's working and what needs attention. Each rating is shown next to its chat in Chat History and the Statistics page shows the average rating per agent, so you can spot trends, coach agents with the real transcripts, and confirm that changes improve the customer experience.
Is chat rating available on onWebChat?
Yes, on every plan including Free. Turn on Use Chat Ratings under Settings > Widget > Widget Settings > Chat Rating, edit the rating texts if you like, and start collecting feedback from your visitors.
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 the chat transcripts in Chat History to identify patterns and improve responses and resolution quality.