DocsCore ConceptsFeedback Collection

Feedback Collection

Quality

Botvee asks your customers how the conversation went, then turns those answers into a CSAT score you can track.

How it works

  1. 1

    Enable User Feedback in Agent Settings

  2. 2

    Choose after how many messages the prompt appears

  3. 3

    The visitor rates the conversation and can leave a comment

  4. 4

    The rating is stored against that conversation and agent

  5. 5

    Your CSAT score and trend update in Analytics

The prompt also appears when a visitor ends the chat, so you capture the opinion of people who leave satisfied.

Where to read it

  • Dashboard → Feedback — every rating with its comment and conversation link
  • Analytics → CSAT Rating — your current score
  • Analytics → CSAT Trends — whether you are improving over time
  • Per-agent CSAT, to see which agent performs best

Using it well

  • Ask late — after message 6 or at chat end, never in the middle of a problem
  • Read the comments, not just the score — the reason is in the text
  • Watch CSAT for two weeks after any retrain to confirm the change helped
  • Turn on email notifications for low ratings so you can recover the customer