What it does
When a web chat conversation ends, Chatonio can ask the visitor to rate it from 1 to 5 stars and, if you want, leave a short comment. The result lands in two places: on the conversation itself, where the operator who handled it can read it, and in a Customer satisfaction average on the Performance tab of Insights.
This is already switched on. Every web chat channel asks for a rating and an optional comment unless you change it — you do not have to set anything up to start collecting scores.
What the visitor sees
The prompt appears as a small card when the conversation has ended — whether an operator closed it or the AI resolved it. Tapping a star records the score immediately; a second, optional step then asks whether they want to add anything.
- It is never forced. The card has its own dismiss button, and starting a new conversation counts as declining. Nobody is asked twice about the same conversation.
- The score is saved on the first tap, so a visitor who ignores the comment box still leaves a rating.
- It stays available for 24 hours after the conversation ends and survives a page reload, so someone who closes the tab and comes back later can still answer.
Choosing what to ask for
Open your project's Channels, choose your Web Chat channel, and expand Home screen & chat flow. The setting is Ask for a rating when a conversation ends:
- Rating and an optional comment — the default. Stars first, then a free-text box.
- Rating only — stars, no text box. Choose this if you would rather not receive free-form text from visitors, for example where written feedback would need moderating or could contain personal data.
- Don't ask — no prompt at all.
Press Save changes at the bottom of the page afterwards. The choice is per channel, so you can ask on one website and stay quiet on another. It is also enforced on our side, not just in the widget — switching it off stops ratings being accepted even from a browser still running an older copy of the chat script.
Reading one rating
Open the conversation and press Info in the top right to show the side panel. A rated conversation has a Satisfaction block with the score, the comment if one was left, and the time it was given.
This is the only place the written comment appears, and it shows on the conversation itself — not in the conversation list.
Tracking the average
Open Insights and switch to the Performance tab. The Customer satisfaction tile shows the average score out of 5, with the number of people who answered underneath.
- The Performance tab is available on every plan, including the free one — unlike the Overview and Live tabs, which need Pro or Ultimate.
- The tile follows the same date range and channel or operator filters as the rest of the tab. A rating is counted against the date its conversation started, so a score left today for last week's chat is reported in last week.
- If nobody has rated anything in the selected period it reads No ratings yet rather than showing a zero — zero is not a possible score, and reporting one would look like a disaster instead of no data.
- It is the one tile you cannot click to draw a graph. Ratings are far sparser than conversations, so a day-by-day line would mostly be empty.
- The sample size next to the average is worth reading: 4.8 from five people and 4.4 from four hundred are very different facts.
Helpdesk tickets
Clients using your helpdesk portal can also rate a ticket, once it has been marked Resolved. It uses the same 1–5 scale and shows up in the same two places. There is nothing to configure — it is part of the portal.
Things worth knowing
- A score cannot be changed once it has been given. If the comment was left blank, one can still be added afterwards, but the number itself is final.
- Ratings are not asked for on Telegram, WhatsApp, Viber or email conversations.
- There is no per-operator satisfaction breakdown yet — the average is per project, filtered by whatever you have selected on the Performance tab.