At the end of a Live Chat conversation, customers have the opportunity to rate the quality of support they received from the live chat operator. Customers provide ratings as soon as they close the conversation. This allows operators to receive immediate feedback on their performance. It also allows customers to share any final comments before leaving the chat window.
Customers end a live chat conversation by clicking the :icon:`oi-close` :guilabel:`(close)` icon in the upper right-hand corner of the chat window. They are then prompted to select an icon that reflects their level of satisfaction. The icons represent the following ratings:
Note
When customers end a conversation, a field marked :guilabel:`Receive a copy of this conversation` appears under the ratings icons. Customers can enter their email either before or after they submit a rating.
If the customer selects the |smile|, they are presented with a thank you message and a :guilabel:`Close Conversation` link.
If the customer selects either the |meh| or the |frown|, a text box appears. Customers can add comments in this text box to explain why they chose this rating. This message, along with the rating icon, is sent to the live chat operator.
To publish a channel's ratings on the website, first navigate to a live chat channel's record by going to the :menuselection:`Live Chat` app and clicking on the :icon:`fa-ellipsis-v` :guilabel:`(vertical ellipsis)` icon on the Kanban card for that team. Then, click :guilabel:`Configure Channel` to open the channel details form. Then click on the :guilabel:`Go to Website` smart button. This opens the :guilabel:`Live Chat Channel Statistics` page.
In the upper right corner of the page, click the red :guilabel:`Unpublished` slider. The slider changes from :guilabel:`Unpublished` to :guilabel:`Published`.
Note
The customer notes submitted with the rating are not published on the website; they are kept internal. Only a statistical overview of the operators' performance for the channel appears on the website.
Once the rating page has been published, it has to be manually added to the website. To do this, go to the main Odoo dashboard and open the Website application. :menuselection:`Website app --> Site --> Pages`, then click :guilabel:`New`.
This opens a :guilabel:`New Page` pop-up window. In the :guilabel:`Page Title` field, enter livechat. This acts as the URL for the published webpage.
Important
The URL must be named livechat in order for the database to recognize and connect the ratings page. After the page has been published, the page title can be changed later under the :guilabel:`Menu Editor`.
Click :guilabel:`Create`, and the newly created webpage opens. The :guilabel:`Web Editor` appears in the right panel.
The page lists the names of the :guilabel:`Live Chat Channels` whose ratings pages have been published. On the left side of the channel name is an icon, which users can click on to go to the ratings page for the respective channel.
Tip
The icon displayed on this page is configured on the live chat channel's configuration page. To update this image, navigate to the :menuselection:`Live Chat` app and click on the :icon:`fa-ellipsis-v` :guilabel:`(vertical ellipsis)` icon on the Kanban card for that team. Then, click :guilabel:`Configure Channel` to open the channel details form. Click the :icon:`fa-pencil` :guilabel:`(pencil)` icon in the image box to upload an image.
Make any desired changes or additions to this page, then click :guilabel:`Save` in the top right of the webpage editor. The website editor side panel closes, and the webpage remains on the screen.
To publish the livechat webpage, return to the list of webpages by navigating to :menuselection:`Site --> Content --> Pages`. Click the checkbox to the left of livechat in the list of pages to select the page and highlight the line. Then, click the checkbox under the column labeled :guilabel:`Is Published`. The field with the checkbox is highlighted in white. Click the checkbox a second time to activate the :guilabel:`Is Published` box. The webpage is now published.
Once the page has been added to the site, ratings are set to be published by default. However, individual ratings can be manually selected to be hidden from the public. The rating is still included in internal reports, and can still be viewed by internal teams. However, public website visitors and portal users do not have access.
See :ref:`Hide individual ratings <livechat/overview/hide-ratings>` for more information.
The :guilabel:`Customer Ratings` report (:menuselection:`Live Chat --> Report --> Customer Ratings`) displays an overview of the ratings received on live chat conversations, as well as any additional comments submitted with the rating.
The report defaults to a Kanban view, with each rating represented by a different card. To switch to a different view, click on one of the icons in the upper-right corner of the screen. The report is available in list view, pivot view, and graph view.
Click on an individual rating to see additional details about the conversation, and the rating.
Ratings are set to be published by default. However, individual ratings can be manually selected to be hidden from the public. The rating is still included in internal reports, and can still be viewed by internal teams. However, public website visitors and portal users do not have access.
To hide a rating, go to :menuselection:`Live Chat app --> Report --> Customer Ratings`. Click on the Kanban card for the rating to be hidden. On the individual rating's detail page, check the box labeled :guilabel:`Visible Internally Only`.
.. seealso:: - :doc:`/applications/websites/livechat` - :doc:`responses` - :doc:`/applications/websites/website`