> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.crisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to monitor User ratings & feedbacks

*Learn how Crisp conversation ratings work, where to review them, and how to enable or disable rating requests.*

Ratings help you understand how customers felt after interacting with your support team. When enabled, Crisp can collect feedback from chatbox and transcript emails, then centralize the results in **Analytics** and **Contacts**.

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# ${color}[#0080dd](Understand rating requests)

#### ${color}[#445055](What the rating email looks like)

The rating request is included in the conversation transcript email that customers receive after a conversation is resolved.

![Conversation transcript email with rating request](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-114856_1ldih5n.png =1000xauto)

#### ${color}[#445055](When ratings are sent)

Automatic rating requests are sent for chat conversations by email one hour after the conversation ends, as long as ratings are enabled.

For email conversations, Crisp does not send the same standalone automatic rating email. The rating block can be included when the conversation transcript email is sent.

#### ${color}[#445055](What you can customize)

The rating email content and sending delay cannot be customized at the moment.

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# ${color}[#0080dd](Enable or disable ratings)

To manage ratings, open [**Crisp**](https://app.crisp.chat), then go to **Workspace Settings → Email Settings → Email Behavior → General Options → Enable Ratings (in chatbox and transcript emails)**.

Disabling this option stops Crisp from collecting ratings through chatbox and transcript emails.

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# ${color}[#0080dd](Review and use ratings)

#### ${color}[#445055](Review ratings in Analytics)

You can review global rating performance from **Analytics → Ratings**.

![Ratings report in Crisp Analytics](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-115131_19rqhiq.png =1000xauto)

You can also review previous ratings and comments to understand what customers liked or where the support experience needs improvement.

![Detailed ratings and comments in Crisp Analytics](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-115216_pspivb.png =1000xauto)

#### ${color}[#445055](Contact users based on their rating)

Use an advanced search in **Contacts** to filter customers by rating. You can then export the list or use it as a targeting base for follow-up campaigns.

![Contacts filtered by rating greater than 4](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-115411_u7ero.png =1000xauto)

This is useful when you want to thank happy customers, follow up with unhappy customers, or identify patterns in support feedback.

| To automate feedback follow-up, read [How to take advantage of customer feedback](/en/article/how-to-take-advantage-of-customer-feedback-f2nj9c/).