Ratings & CSAT

Ask customers to rate conversations when they wrap up, and see scores, reasons, and written feedback.

View as Markdown

Ratings measure how conversations actually went. When enabled, customers are asked to rate the conversation out of 5 as it wraps up — in the chat widget, on the chat page, and via star links in the resolved email. High ratings submit in one tap; low ratings ask why. Results live at https://app.asks.app/analytics/ratings, available on every plan.

Turn it on

Ratings are off by default. The switch lives on the Ratings page itself: the Conversation rating card at the top of https://app.asks.app/analytics/ratings. Flip it on and save — the setting applies to the whole workspace and covers all three surfaces at once: the chat widget, the chat page, and the resolved email. Only owners and admins can change it.

Each customer is asked once per conversation. A 4- or 5-star rating submits immediately; a rating of 3 or below adds a follow-up step asking why, with an optional written comment.

The Ratings page

Four numbers up top:

Average rating — out of 5, with a delta versus the previous period.
Ratings received — how many customers rated.
Response rate — ratings received divided by customers asked (conversations resolved in the period).
AI vs human — average rating split by who handled the conversation.

Below: the rating distribution from 5 stars down to 1, Why customers were unhappy, ratings over time, and a recent-feedback list with each rating's stars, reason, channel, and written comment — click through to the conversation in the inbox.

Ratings page with average rating, ratings received, response rate, and AI vs human tiles above the rating distribution and reasons charts — Scores, reasons, and the feedback behind them.

Rating reasons

When a customer leaves a rating of 3 or below, they can pick a reason: Wrong answers, Didn't understand, Slow or stuck, Needed a human, or Other. The reasons chart tells you where to act — "Wrong answers" points at knowledge base gaps, "Needed a human" at escalation settings.

Watch response rate alongside the average. A 4.8 from 2% of customers says less than a 4.3 from 30%.

Ratings in the inbox

A conversation's rating also appears where you work: the inbox customer panel shows a CSAT row with the stars and the customer's written feedback, and each customer's average CSAT appears in the customers directory and on their profile.

Widget customization — everything else about how the widget looks and behaves.
Analytics overview — CSAT alongside your other KPIs.

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