The "Rate conversation (CSAT)" workflow action asks your customer to rate a conversation on a five-point emoji scale. Gleap delivers the rating request on the channel the conversation takes place on, so your customers can answer right where they already are.
For conversations in the messenger, on your website or in your app, the rating appears directly in the chat as a message from the bot. Your customer taps one of five emojis (😡 😢 😐 😊 🤩) and the rating is recorded instantly. No email is involved.
For conversations on the email channel, the rating request is sent as an email. It contains your question, the five emoji options and, unless you hide it, the latest messages of the conversation. Clicking an emoji records the rating and opens a short confirmation page.
On WhatsApp, Facebook Messenger, Instagram and Telegram, the rating options are delivered right in the conversation as reply buttons. On Slack, your customer simply replies with a number from 1 to 5.
You find workflows under Automation > Workflows. Add the "Rate conversation (CSAT)" action to your flow and follow it with a "Close ticket" action:
To enable native, in-chat ratings after a conversation closes, use the "Conversation rating" workflow, or create one if it does not exist. Set the trigger to "On ticket closed", select "Widget" and any other chat channels you want to include, and leave ticket type as "All" or choose "Inquiries". Add "Rate conversation (CSAT)", enter the question, optionally translate it for each language, set "Days until expiration" (use 0 for no expiration), and publish the workflow. Email-specific fields can be ignored for chat tickets. Optionally add "Close ticket" afterward with "Close conversation for user" enabled.
Tip: every Gleap project comes with a ready-made draft workflow called "Conversation rating". Publish it to start collecting ratings right away, or adjust its trigger, audience and wording first.
Question: The prompt your customer sees, for example "Rate your conversation". You can localize it for every language your project supports.
Additional message: An optional line shown below the question in rating emails and on messaging channels.
Days until expiration: How long the rating can still be submitted. Once expired, the emoji options and the email link no longer accept a rating. Set it to 0 and the rating never expires.
Hide conversation history in email: The rating email includes the latest messages of the conversation by default. Enable this to send the rating request on its own.
Rate last comment user instead of assignee: A rating counts toward the conversation's assignee by default. Enable this to attribute it to the teammate who sent the last reply instead.
Override the email subject: Replace the default subject of the rating email with your own text. You can use the placeholders #ticketId and #ticketTitle, which are replaced with the ticket number and title.
All responses are collected in Reports > Conversation rating. You see your average conversation rating, how many conversations were rated, the share of conversations that received a rating, and every individual response, filterable by teammate and date range.
