We send our CSAT rating request 5 minutes after a conversation ends. Since they don't expect a rating to be sent, they often have already closed the chat window.
As a result, the CSAT rating request usually remains unseen for over 3 minutes and is then forwarded to the client’s email without any conversation history, since it is the only part of the chat they haven’t viewed.
There’s a chance clients could give a negative rating since the rating request appears in their email without any conversation history.
I suggest that when Intercom forwards unseen conversation to emails if they’re unseen for 3 minutes, it should include a transcript of the entire conversation.
