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Satisfaction emails after a solved conversation

Email visitors a 1 to 5 rating after their conversation is solved in intoCHAT: when it is sent, what the visitor sees, unsubscribes, and where the ratings show up.

When a conversation is solved in the inbox, intoCHAT can email the visitor to ask how satisfied they were, on a scale from 1 to 5. Their rating and comment are saved with the conversation, in the same place as the live chat rating, and count in the same reports.

Satisfaction emails are included on Starter, Pro and Enterprise. They are off by default, and you switch them on per agent.

Turn it on

  1. Go to Settings, Inbox automation.
  2. Under Satisfaction emails, find the agent.
  3. Choose when the email goes out: Right away, After 1 hour or After 24 hours.
  4. Switch it on.

Changing the setting needs Manage on Conversations & live chat: the owner and admins, or a custom role with that level. Everyone else sees the setting read-only. Each change is in the audit log.

When an email is sent

One email per conversation, when all of this is true:

  • The conversation is set to Solved, by a person, a saved reply's follow-up or a trigger.
  • The visitor's email address is known. intoCHAT uses, in this order, the address from identity verification, the email of a lead saved in the conversation, and the address the visitor gave for a hand-off.
  • The visitor hasn't rated the conversation yet, for example in the chat window after a live chat.
  • They haven't unsubscribed from this agent's satisfaction emails.

Solving the conversation again later doesn't send a second email.

Delays

With a delay, everything is checked again before sending: the setting, your plan, the unsubscribe list, that the conversation is still solved and that nobody rated it meanwhile. A conversation reopened before the delay passed gets no email.

Delayed emails go out at the first check after the delay: once a day for every account, and every 2 minutes for your account while someone has the inbox open. So After 1 hour can be later than an hour when nobody has the inbox open.

What the visitor gets

The email's subject names your agent, for example "Acme Support: how was your conversation?". It asks "How would you rate the help you got?" and shows five links, from 1 (very dissatisfied) to 5 (very satisfied).

The email is in English, German, French, Italian or Spanish, following the conversation's language: the language live translation detected for the visitor, otherwise the language of the visitor's messages, otherwise the agent's Widget language or Reply language when you set one. Anything else gets English.

Clicking a score opens a page with that score selected. The visitor can change it, add a comment (optional, up to 1,000 characters) and click Send rating. Opening the link alone records nothing, so a mail scanner that follows links can't rate for them. After sending, they see "Thanks for your feedback!".

  • One rating per conversation. The first one stands. A link used again says the conversation has already been rated.
  • Links expire after 30 days.
  • The visitor's address is used only to send this email. intoCHAT doesn't keep it with the survey once the email is sent.

Unsubscribing

Every email has an Unsubscribe from these emails link at the bottom. It opens a page with an Unsubscribe button; mail apps that offer a one-click unsubscribe use the same. After that, the visitor gets no more satisfaction emails from that agent at that address, and any email still waiting for them is dropped.

The unsubscribe list stores a fingerprint of the address (a SHA-256 hash), never the address itself.

Where ratings show up

  • The conversation: the rating, for example 4/5, with the visitor's comment, on the agent's Conversations tab, as for live chat ratings. See Conversations and stats.
  • The dashboard: under Outcomes, the Live chat card's Average rating and Ratings include emailed ratings. A rating on a conversation someone took over counts with that live chat. A rating on a conversation solved without a live chat counts on the day it was given, and adds to Ratings but not to Live chats.
  • The REST API: the conversation's csat field, as for live chat ratings. See REST API.

Next steps

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