Chat Satisfaction

Answered

3 Comments

  • Sarah Darmawan
    Zendesk Product Manager

    Hi Ria - 

    You can hide the option for customers to rate their satisfaction at anytime using the our APIs to control what the widget displays. If you're on the latest Chat-only or Chat + Support experience, see Web Widget (Classic); if you're on our legacy Chat experience, see Chat Widget.

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  • Ria Harris

    Hi Sarah,

    Thank you for your reply.

    We are aware we can turn this off completely within the settings, but this is not what is needed and you currently do not offer the option to only request the satisfaction at the end of the chat meaning the customer can currently rate this at any point from sending their first message.

    We want the option for the satisfaction to only be collected once the chat is due to or has actually ended, not during.

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  • Sarah Darmawan
    Zendesk Product Manager

    Hi Ria -

    The API shared above would only hide the option for the customer to rate the chat at any point in time (i.e., the option usually shown in the profile card). With the settings applied above :

    • Agents can still request for a rating during the conversation; and,
    • Customers will be able to rate the Chat at the end

    Here's an example snippet with the settings you would use when embedding the Web Widget (Classic)

    <!-- Start of Zendesk Widget script -->
    <script id="ze-snippet" src="{{ insert URL from your Widget script }}"> </script>
    <!-- End of Zendesk Widget script -->
    <script type="text/javascript">
    zE('webWidget', 'updateSettings', {
    webWidget: {
    chat: {
    profileCard: {
    avatar: true,
    rating: false,
    title: true
    }
    }
    }
    });
    </script>
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