At Drift, we believe that gathering customer feedback is paramount to delivering a phenomenal experience. That's why we created Conversation Ratings, so you can get feedback from your customers in real time! 

Billing Plan: 

Conversation Ratings are available on any paid Drift plan, starting with Premium. Enabling the Auto-Conversation ratings/CSAT request for teams is available on the Advanced and Enterprise plans only.

In this Article, we'll cover:

• Setting Up Bot Conversation Ratings
• Setting up Team Conversation Ratings for Advanced and Enterprise plans
• Team Conversation Ratings FAQ

Setting Up Bot Conversation Ratings

To enable Conversation Ratings, navigate to the desired Playbook and select Settings along the top navigation bar You'll see Conversation Ratings at the top of the list. 

Select "Ask for a rating" to turn Conversation Ratings on. Set up what you would like your Bot to say when it asks customers to rate the conversation and after they provide a rating.

Things to note: If a conversation is routed to a team that has "Ask for a conversation rating" enabled, it will override the Playbook Conversation Setting.  You can enable or disable team conversation ratings under your teams conversation rating tab by going to Settings > Organization Settings > Workspaces and teams and selecting the appropriate team.

 

Setting up Team Conversation Ratings for Advanced and Enterprise plans

With Team Conversation Ratings you can ensure that all team members on a given team will automatically have a conversation rating trigger at the end of their chats.

To enable automatic conversation ratings for teams navigate to Settings > Organization settings > Teams. Click on your desired team and click Conversation ratings. If you have Workspaces enabled you will navigate to Settings > Organization settings > Workspaces > Teams. 

 

On this page click "Ask for a rating" to enable automatic conversation rating requests for all the chat users that are a member of the team. With this enabled, a conversation rating will automatically trigger once a conversation is closed.

Team Conversation Ratings FAQ

1. Is there a way to customize the rating copy? 

No, there is not a way to customize the copy. At this time the prompt will read "Hey, how'd I do today?".

2. Will the rating prompt be translated into different languages via the Multi-Language Widget?

Yes, the above copy will be translated into the respective languages assigned by the Multi-Language Widget.

3. Where can I access each conversation rating/comment left by site visitors?

You can view the specific conversation by using the Chat Playbooks Report. Additionally, each user will have their average rating reported in the Team Performance Overview report.

What does Conversation Ratings look like?

Here is an example of what a customer sees when a Conversation rating is triggered in chat. Clicking on an emoji will cause a text field to appear allowing site visitors to leave a written review in addition to the emoji review.
 

Conversation Ratings will also pop up for Conversational Landing Pages! For more on those, check out this doc!

Where Do I See Conversation Rating Data? 

Reporting for Playbooks

You can see the data within each Playbook's individual Report tab! 

Reports > Chat Playbooks > Conversation Ratings

Ratings are also tied to Playbook version so you can compare changes in your Playbook with changes in customers' experiences with your Bot!

If you click on the Conversation Ratings tile, you will get this pop-out with more information on each feedback rating, such as comments, the date on which the feedback was received, and a link to the conversation!