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.

Understand rating requests

What the rating email looks like

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

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.

What you can customize

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

Enable or disable ratings

To manage ratings, open Crisp, 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.

Review and use ratings

Review ratings in Analytics

You can review global rating performance from Analytics → Ratings.

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

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.

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

Updated on: 03/05/2026