6.7 KiB
Ratings
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 the chance to share any final comments before leaving the chat window.
Rate live chat conversations
Customers end a live chat conversation by clicking the {guilabel}X 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:
- Satisfied - green smiling face
- Okay - yellow neutral face
- Dissatisfied - red frowning face
:align: center
:alt: View of the chat window from a user's side for Odoo Live Chat.
:::{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 {guilabel}Satisfied (smile) icon, they are presented with a thank you
message and a {guilabel}Close Conversation link.
:align: center
:alt: View of customer's live chat window with thank you message.
If the customer selects either {guilabel}Okay (neutral) icon or {guilabel}Dissatisfied (frown)
icon, a text box will appear. Customers can add comments in this text box to explain why they chose
this rating. This message will be sent to the live chat operator, along with the rating icon.
:align: center
:alt: View of a chat window from an operator's window highlighting a rating for Odoo
: Live Chat.
Publish customer ratings
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 kanban card for that team. Then
click on the {guilabel}Go to Website smart button. This will open 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In the upper right corner of the page, click the red {guilabel}Unpublished slider.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changes from {guilabel}Unpublished to {guilabel}Published.
:align: center
:alt: View of the published ratings on the portal for Odoo Live Chat.
:::{note} The customer notes that are submitted with the rating will not be published on the website. These are kept internal. Only a statistical overview of the operators' performance for the channel appears on the website. :::
Add ratings page to site
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 --> Content --> Pages, then click {guilabel}New.
This will open 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 will open. The {guilabel}Webpage 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 a speech bubble icon, which users can click on to
go to the ratings' page for the respective channel.
:align: center
:alt: View of the webpage for Live Chat ratings emphasizing the channel icon.
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.
:align: center
:alt: View of the list of pages for a website with the 'is published' box emphasized.
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 will still be included in internal reports, and can still be viewed by internal teams. However, public website visitors and portal users will not have access.
See {ref}Hide individual ratings <livechat/overview/hide-ratings> for more information.
Customer ratings report
The {guilabel}Customer Ratings report ({menuselection}Live Chat --> Report --> Customer Ratings)
displays an overview of the ratings received on individual support tickets, as well as any
additional comments submitted with the rating.
:align: center
:alt: View of the customer ratings report in Odoo Live Chat.
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.
(livechat-overview-hide-ratings)=
Hide individual ratings
Ratings are set to be published by default. However, individual ratings can be manually selected to be hidden from the public. The rating will still be included in internal reports, and can still be viewed by internal teams. However, public website visitors and portal users will not have access.
To hide a rating, go to {menuselection}Live Chat app --> Reports --> 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.
:align: center
:alt: View of an individual rating's detail page with the visible internally setting
: checked.
:::{seealso}
- {doc}
/applications/websites/livechat - {doc}
responses - {doc}
/applications/websites/website:::