Published at: 2026-09-17
Satisfaction rating
Scenario
Configure customer satisfaction ratings after the session.
Before you begin
Before enabling the new satisfaction-rating version, review the impact of disabling the legacy Service Evaluation feature. The change cannot be reversed.
Configuration steps
Step 1: Configure satisfaction-rating rules
Path: Online Customer Service > Satisfaction Rating Settings
> [!WARNING]
> If your organization has used the legacy Service Evaluation feature, enabling the new version disables it permanently.After you enable this feature, it applies to all WeChat and web channels. You can configure sending conditions and Record Type values for each channel.
[!NOTE] Call Center and the web/WeChat channel share the same satisfaction-rating object. Record Type distinguishes the channels. The web/WeChat channel uses the preset Online Customer Service record type and layout. Adjust the layout and collection fields to match your requirements.
Step 2: Configure the evaluation interface
The preset layout is intended for internal users. Create a separate layout for end users to complete.
Expected Result
- Complete a test session with a support agent.
- End the session and confirm that the visitor receives the satisfaction-rating prompt.
- After submitting the evaluation, check whether the evaluation results can be viewed in Operational Analysis.
FAQ and troubleshooting
- When ratings are not triggered, check rating rules, channel scope, and session-end conditions.
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When you do not see evaluation data, check the statistical period and data refresh status. ## Related topics
- Service request
- Pre-inquiry form
- Customer service workbench