Published at: 2026-09-17
What to do if the satisfaction evaluation has not been sent
Overview
This page is used to locate the common causes of the Online Customer Service failure and provide sequential troubleshooting methods.
Core concepts
| Troubleshooting Dimensions | illustrate |
|---|---|
| configuration status | Confirm that the relevant channels, plugins or rules are enabled and saved. |
| Permissions and associations | Confirm that the roles or relationships between the current account, support agents, and channels are correct. |
| Test verification | Use a reproducible test message, page, or session to verify that the issue is resolved. |
Solve the problem that after the session ends, the satisfaction score card does not pop up successfully in the terminal visitor window.
Fault Symptoms
The customer service clicked “End Session” on the workbench and clicked OK, but did not receive the score card in the visitor’s web page or the WeChat chat box.
Troubleshooting steps
Step 1: Check the current channel satisfaction sending rules
- Go to ** Online Customer Service Setup > Satisfaction Review Settings**.
- Confirm that the satisfaction switch of the target channel (such as web page channel A) is turned on.
- Check Sending Conditions. If “Manual invitation sending” is selected, the customer service representative must manually click the “Send evaluation” button on the workbench, and the system will not automatically trigger it when hanging up.
Step 2: Confirm the session closing method
- If the sending rule is configured as “Send when the session is automatically closed”.
- Check whether the session is “forced to automatically close” by the system due to customer service not responding for many days and timeout. Some channels can set “Do not send the last message if the customer service does not reply” in the configuration to avoid interruption.