Ask the visitor once, at the end of a conversation, whether the chat actually helped.
Resolution feedback asks a closing question — did this help? — so you find out whether conversations are landing, rather than inferring it from the fact that nobody complained.
Open Capabilities, then Resolution feedback.
When it appears
Once per conversation, at the end, and only when the agent has nothing more useful to offer. Specifically:
- the visitor said something that reads as closing — thanks, that's all, goodbye
- nothing else is on screen: no form, no scheduler, no products, no handoff
- the agent has actually replied at least once
- the conversation is not live with a human, and is not already closed
It also appears if a conversation simply goes quiet for a while, on the same terms. Either way it is asked once and never repeated.
It is never spoken during a voice call.
Where the answers go
Answers roll up into Insights alongside resolution rate, so you can compare what the agent recorded against what visitors said.
This is different from the thumbs up and down on individual replies. Those rate one answer and feed Improve answer; this rates the conversation.