Ratings & Customer Feedback
Ask customers to rate the conversation when it ends, follow up when a rating is low, and offer your review link.
Step 1: When the AI asks
The AI asks for a rating when the conversation is naturally ending:
- The customer says goodbye or that they are done.
- The customer confirms their question is fully answered.
- The AI asks if there is anything else, and the customer says no.
It does not ask in the middle of a conversation, after solving only one of several questions, or because the customer seems pleased. It asks at most once per conversation, and does not announce it: the stars simply appear under its last reply.
Step 2: What the customer sees
A row of five stars with a short question above it. One tap sends the rating.
The question is part of the chat's text. In the Shopify app it is under Chatbot Setup → Rating & Feedback; in the dashboard it is under Appearance, next to the rest of the widget's text and colours, with the look of the stars. Write it in your store's language and customers writing in another language see it translated; leave it empty for a built-in question in every language.
Step 3: After a low rating
By default, a rating of 1 or 2 stars counts as low.
The AI apologises and asks what could have been better. With Offer a person after a low rating on (on by default), it also offers to hand the customer over to your team.
A low rating never opens a ticket by itself. If the customer says yes, the AI hands the conversation over the same way it does whenever a customer asks for a person. See Conversations & Tickets.
Step 4: Offer your review link
In the same settings, turn on the review link, choose where your reviews live (Trustpilot, Google Reviews, Facebook or another address) and paste the link to the page where customers leave a review.
If you have added a review link, the AI offers it to the customer after they rate, whatever the score.
Step 5: Reading the ratings you have collected
A rating is only worth collecting if you can go back and read the conversation behind it. A low score tells you something went wrong; the transcript tells you what.
Step 0: From the inbox
Open the filter bar and add the Rating attribute. You can pick a single score, or 1–2 stars to see everything unhappy in one list. Once a rating is chosen, a second control appears: Rating period, which limits the list to ratings left in the last few days rather than all time.
Step 0: Save it as a view
If you check low ratings regularly, save the filter as a view from the filter bar. It then sits in the left rail and is one click away, for you or for the whole team. See Conversations & Tickets.