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CSAT delete/exclude the evaluation

  • June 3, 2022
  • 1 reply
  • 503 views

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How can we delete the rating from the dialogue? It is a common thing for us to receive positive/negative ratings based not on genuine experience but on spam messages and/or exploit the possibility to rate the dialogues by bots.

 

How can we delete/exclude the unwanted ratings from the Intercom report 

Best answer by Daniel M15

Hey @denis t​! Daniel from Customer Support Engineering here 🔧 

 

I hate to be the bearer of bad news, but, once a rating is applied to a conversation, it is not possible to remove it. At the moment, it is only possible to toggle ratings on or off entirely. This has been a highly requested feature that our product team are currently reviewing, and we hope to see it implemented in the future 🤞

 

If it's any help to you, here is some information about how our CSAT scores work:

 

  • Ratings cannot be removed but they can be edited by the person who left the review, and as long as a comment was not left. In other words, once a comment was made, a customer cannot change their rating. This is something that happens to us at Intercom as well, so I understand how frustrating that can be.

 

As a workaround, you could snooze the conversation for a week before closing - this way no conversation rating will send!

 

And lastly, as a note when we release new features we'll announce it on the Product Changes page 💡

 

Hope this helps!

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Daniel M15
Employee
  • Employee
  • 240 replies
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  • June 6, 2022

Hey @denis t​! Daniel from Customer Support Engineering here 🔧 

 

I hate to be the bearer of bad news, but, once a rating is applied to a conversation, it is not possible to remove it. At the moment, it is only possible to toggle ratings on or off entirely. This has been a highly requested feature that our product team are currently reviewing, and we hope to see it implemented in the future 🤞

 

If it's any help to you, here is some information about how our CSAT scores work:

 

  • Ratings cannot be removed but they can be edited by the person who left the review, and as long as a comment was not left. In other words, once a comment was made, a customer cannot change their rating. This is something that happens to us at Intercom as well, so I understand how frustrating that can be.

 

As a workaround, you could snooze the conversation for a week before closing - this way no conversation rating will send!

 

And lastly, as a note when we release new features we'll announce it on the Product Changes page 💡

 

Hope this helps!


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