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A while after a conversation, the assistant can ask “Did I help you today?” with two buttons: 👍 and 👎. It’s off until you turn it on, on the Follow-ups page.
Did this help?: turn it on (1), when to ask (2), how customers answered (3) and the latest "didn't help" (4)

Did this help?: turn it on (1), when to ask (2), how customers answered (3) and the latest "didn't help" (4)

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How it works

  • The question goes out 15 minutes to 4 hours after the assistant’s last reply (you choose), once the customer has stopped writing.
  • At most once a month per person, never in the middle of a booking or other question flow, never in a chat a person took over, and only while the channel allows writing (24 hours after the customer’s last message on Instagram, Messenger and WhatsApp).
  • In the website chat the buttons show in the chat window.
  • 👍 gets a thank-you. 👎 gets an apology and an invitation to say what went wrong: what they write next goes to the team, and the people who answer chats get an alert (A customer said the chat didn’t help).

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Where you see the results

  • Follow-ups and Insights show the share of 👍, the counts and the latest 👎 with what the customer said, each with a link to the chat.
  • Chats rated 👎 are looked at first in the next quality check.
  • The monthly report shows the share of customers who said the chat helped.
  • A low score lowers the client’s health.
Read the 👎 chats once a week. They show what’s missing from the knowledge faster than anything else.