How to enable visitor feedback after a Chat

Following a Chat conversation, it’s helpful to know whether the Chat was successful, if the visitor left frustrated or if there was something the operator could do differently to better address their issue. To make this easier, you can enable Feedback collection within your Lucky Orange account. 

Note: Feedback collection will be shown in the same color scheme initially set up as your accent color within Chat settings. Learn more here. 

In this article:

How to enable visitor feedback

Note: Only account owners and admins have permission to enable this feature. 

  1. Navigate to Communicate from the left navigation
  2. Select Chat Settings from the menu on the left
  3. Click Behavior
  4. Click the toggle next to Feedback Collection
  5. The toggle should now be displayed in blue with an Active tag to its direct left

How Feedback Collection works

With the Feedback Collection setting enabled, operators need to archive a Chat conversation once it’s wrapped up. Following this, an emoji-based rating system will display. 

If the visitor selects a rating, they will then be shown an open-ended text-based feedback window to leave a longer message. 

How to access feedback responses

Visitor ratings and feedback can be found within Chat logs. 

  1. Navigate to Communicate from the left navigation if you haven’t already done so
  2. Click on Chat Log from the menu
  3. Find the Chat conversation you want to view 
    1. Click the date dropdown to search by specific dates or date ranges
    2. Click the filter icon to refine your Chat log list
  4.  Open the Chat conversation to view the feedback by clicking either of these: 
    1. The Feedback icon
    2. The View Conversation button
  5. Scroll to the bottom of the conversation window to review the rating and visitor feedback

You can then export the conversation for your records. The rating and feedback will be included in the exported CSV.