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.
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. 👍
+5- Employee
- Answer
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.
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?
+5- Employee
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.
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