Skip to main content
Answered

Can we edit the Conversation ratings by Resolution Bot?


For our business it makes sense to rate how easily the customer found their information vs how the overall conversation went. We are not directly support, but are a tool to qualify leads. We've found poor sentiment scores solely based on if a lead can quality to use our product or not. It would be more helpful if we could edit the question/rating.

Best answer by Eric Fitz

Hey @kyle p​, we have now shipped a feature which allows you to send your own NPS/CSAT app when a conversation is closed, instead of the default Intercom customer ratings.Closer app

View original
Did this topic help you find an answer to your question?

4 replies

  • 0 replies
  • October 8, 2021

Hi @kyle p​ 😄

 

This is a popular feature request, but it isn't currently possible to edit the question for ratings!

 

I'd advise you to reach out to @Product Wishlist​ to request this feature, as I know other customers would find it helpful too. 👍


Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • Answer
  • October 29, 2021

Hey @kyle p​, we have now shipped a feature which allows you to send your own NPS/CSAT app when a conversation is closed, instead of the default Intercom customer ratings.Closer app


  • New Participant
  • 1 reply
  • January 26, 2022

Hi @eric f11​ !

 

But there still not option to ask for CSAT when the conversation is resolved and closed by the Resolution bot, right? Do you have any plans on that front?

 


Eric Fitz
Employee
Forum|alt.badge.img+5
  • Employee
  • 1630 replies
  • January 27, 2022

Hey @joão s​! We don't currently have any plans to introduce any kind of customer-facing assessment of Resolution Bot's effectiveness. Our thinking is that this is fairly binary - if the customer is happy with the answer, they'll clicked "Yes, that helped". If they're not, they'll select to chat with a teammate.


Cookie policy

We use cookies to enhance and personalize your experience. If you accept you agree to our full cookie policy. Learn more about our cookies.

 
Cookie settings