Ratings

Visitor ratings give you direct feedback on how well your companion is performing. When a conversation ends, visitors can leave a star rating from 1 to 5.

Where to find ratings

Ratings appear in several places across the Engagement tab:

• User Engagement card -- The footer shows the average rating across all sessions in the selected date range, displayed as a number with a star icon (e.g., "4.2").
• Visitor table -- Individual visitor rows do not show ratings directly, but you can see per-visitor rating data when you click into their details.
• Sessions table (on the Analytics tab) -- Each individual conversation row shows the rating that specific visitor left, if any.

What the ratings mean

• 5 stars -- The visitor had an excellent experience. The companion answered their question clearly and helpfully.
• 4 stars -- Good experience with minor room for improvement.
• 3 stars -- Average. The companion was okay but did not fully impress.
• 2 stars -- Below expectations. The visitor likely had trouble getting a useful answer.
• 1 star -- Poor experience. The companion probably failed to answer the question or gave unhelpful responses.

How to improve ratings

• Check low-rated conversations -- Look at the Sessions table on the Analytics tab, sort by rating, and read through the lowest-rated chats. This tells you exactly what went wrong.
• Add more knowledge -- If visitors are asking about topics your companion cannot answer well, upload more resources or write knowledge sections covering those areas.
• Adjust behaviour rules -- If your companion's tone or style is not matching what visitors expect, tweak the personality and behaviour settings.
• Improve resolution rate -- Ratings and resolution are closely linked. A companion that answers questions well naturally gets higher ratings.