The Feedback report shows customer ratings and comments collected after chat conversations. Use it to track satisfaction trends and identify areas for improvement.
How Feedback Is Collected
When post-chat feedback is enabled on your widget, visitors see a feedback prompt after the chat ends. They can leave a rating and an optional comment. You can customize the feedback question text and button labels in your widget's Customize Text settings.
To enable feedback, go to your widget settings and turn on Chat Feedback.
Accessing the Report
Go to Reports > Feedback. The page shows a list of all feedback submissions. Filter by status (All, Open, or Resolved), widget, and date range.
Feedback Table Columns
| Column | Description |
|---|---|
| Visitor Email | The email address of the visitor who left feedback |
| Feedback | The visitor's written feedback message |
| Classificação | Numeric satisfaction rating, or "Not Rated" if no rating was given |
| Status | Open or Resolved |
| Widget | Which widget the feedback came from |
| Date | When the feedback was submitted |
Click any feedback entry to see full details including the visitor's IP address, referrer URL, browser information, and the page URL where the chat occurred.
Managing Feedback
From the detail view you can:
- Resolve - Mark the feedback as addressed
- Reopen - Change a resolved item back to open
- Add Notes - Add internal notes about the feedback
- Delete - Remove the feedback entry
AI Feedback
If you have an AI chatbot enabled, visitors can also leave thumbs-up or thumbs-down feedback on individual AI responses. This AI feedback is tracked separately and helps you identify which AI responses are helpful and which need improvement in your training data. Enable this with the AI Feedback toggle in your widget settings.
Exporting Feedback
Click Export as CSV to export feedback data. The CSV file is named FeedbackReport-{dateRange}.csv and includes 7 columns: Date, From (email), Rating, Browser, Page URL, IP Address, and Feedback message text.
Sending Feedback to External Systems
Feedback records are included in the Actions Report and can be exported from there as well. Feedback entries have a conversion type of "Feedback" in the Actions Report. For automated delivery, use Webhooks or Zapier to push feedback data to your CRM, helpdesk, or analytics tools.