Turn on satisfaction ratings
- Go to Settings → Communication → Live Chat.
- Toggle Ask visitors to rate the chat in the Satisfaction Rating card.
- When an agent resolves a conversation, the visitor sees a 5-star rating with an optional comment in the widget.
Open the analytics dashboard
In the Live Chat workspace, click the chart icon in the header. Pick a period (7, 30 or 90 days) to see:
- •Conversation volume per day — spot trends and staffing needs.
- •Average first-response time — how long visitors wait for the first human reply.
- •Resolution rate — the share of conversations marked resolved.
- •CSAT score — average star rating with the number of responses.
- •Per-agent breakdown — conversations handled, response speed and ratings by team member.
What good looks like
- •First response under 60 seconds during business hours is the benchmark visitors expect from live chat.
- •CSAT above 4.5 is excellent; below 4.0 usually points to slow responses or unresolved handoffs.
- •A rising share of AI-resolved chats with stable CSAT means your AI knowledge is doing real work.
Coaching with the data
Use the per-agent table in your weekly reviews: pair a fast responder with a high-CSAT teammate and have them shadow each other. Low ratings usually cluster on a handful of conversations — open them from the workspace, read the transcript, and turn the lesson into a canned reply or an AI knowledge update.
Frequently Asked Questions
When is the rating shown to visitors?
Immediately after an agent resolves the conversation. The stars appear inside the widget; the visitor can also add an optional comment.
Do AI-only conversations get rated?
Ratings are requested when a conversation is resolved, whether the AI or an agent handled it — so you can compare satisfaction across both.
Can I export chat analytics?
The dashboard is built for at-a-glance review. For deeper analysis, the Reports module can chart lead volume from the Chat Widget source alongside your other channels.
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