Description
This Node prompts end users to give feedback or rate their conversation experience using a rating widget in a chat. The Node is typically placed at the end of a Flow to collect final feedback from conversations with either AI or human agents. In contrast to the Set Rating Node, the Request Rating Node doesn’t rate a conversation automatically.Restrictions
- The Webchat v2 Endpoint doesn’t support all parameters in this Node. You can still use it to implement rating for Webchat v2.
Parameters
| Parameter | Description |
|---|---|
| Rating Screen Title | Sets the text for the screen title of the rating widget. The default text is Conversation Rating. |
| Rating Title Text | Sets the text for the title of the rating widget. The default text is Please rate your chat experience. For Webchat v2, overrides the Rating Title Text parameter in the Webchat v2 Endpoint settings. |
| Rating Comment Placeholder | Sets the placeholder text for the comment field in the rating widget. The default text is Type something here.... For Webchat v2, overrides the Rating Comment Text parameter in the Webchat v2 Endpoint settings. |
| Rating Submit Button Text | Sets the text that appears on the button users click to submit their chat ratings and feedback. The default text is Send feedback. Applicable only to Webchat v3. |
| Rating Submitted Event Banner Text | Sets the text that appears in a banner after a user successfully submits their rating and feedback. The default text is Your feedback was submitted. Applicable only to Webchat v3. |
| Rating Submitted Chat Status Message | Sets the status message that appears in the chat after a user successfully submits their rating and feedback. The default text is Feedback submitted. Applicable only to Webchat v3. |
Implement Rating for Webchat v2
For Webchat v2, add this Node to your Flow and configure the rating widget directly in the Conversation Rating Settings section in the Webchat v2 Endpoint.Track Ratings in Insights
To track how the rating changed during a user session, use Insights. On the Transcript Explorer page, examine the transcript details to see the final rating for the session. Also, explore the Overview and Engagement reports to assess trends in positive ratings for your Agent.Use Cases
Comparison of Rating Nodes
Comparison of Rating Nodes
The table shows use cases for Set Rating and Request Rating Nodes. These cases are divided into steps.
| Set Rating Node | Request Rating Node |
|---|---|
| 1. A customer interacts with the AI Agent to inquire about product specifications. | 1. A customer completes a troubleshooting session with the AI Agent. |
| 2. The AI Agent successfully provides the required product information. | 2. The AI Agent prompts the customer to provide feedback on their experience. |
3. The Set Rating Node assigns a predefined rating score (1) to the customer’s session based on the positive interaction. The customer doesn’t see any rating prompt during the conversation. | 3. The customer rates their experience with the AI Agent by using the Thumbs-up and Thumbs-down icons. |
| 4. The chosen rating is recorded and stored for analysis. | 4. The chosen rating is recorded and stored for analysis. |