Hi @Linh Phan, It’s Mat from the Support Engineering Team 😀
To turn off conversation ratings for specific users, you can set up a Workflow that only sends a rating request if certain criteria are met. For instance, you can create a conversation data attribute named "Send CSAT request" with a Boolean format, allowing teammates to set the value to true or false. Then, create a Workflow that targets the audience rule to "Send CSAT Request is true" or "Send CSAT Request is unknown," ensuring it only sends in those scenarios. When you're talking to a customer in the inbox, you can change this attribute to "False," and the Workflow won't run on the conversation when it's closed. This method allows you to control which conversations trigger a CSAT rating request, effectively disabling it for specific users as needed.
