Post-chat rating

A one-tap did-this-help rating feeding the resolution stats. Post-chat rating adds a short feedback prompt at the end of every AI conversation. After the AI answers, the visitor sees a simple question — usually a thumbs up or thumbs down — asking whether the answer helped. One tap, no typing required. Those ratings feed directly into your resolution reports. You can see which topics the AI handles well and where it falls short. A run of thumbs-down ratings on a specific topic tells you the content behind that answer needs work — maybe the help article is outdated, or the AI is citing the wrong source. This matters because raw containment rate does not tell the whole story. A conversation can end without an escalation, but the customer might still be unsatisfied. Post-chat ratings give you a signal from the person who actually received the answer. Over time, they help you separate topics where the AI genuinely resolves the question from topics where the customer gives up and leaves.