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!