> ## 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 take advantage of customer feedback

*Learn how to use Crisp customer feedback in Analytics and send new ratings to external tools with webhooks.*

Customer feedback helps your team understand support quality, follow up on difficult conversations, and share customer experience signals with the tools your team already uses.

|| Customer feedback webhooks are available from the **Essentials** plan.

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# ${color}[#0080dd](Review feedback in Analytics)

Customer feedback is centralized in **Analytics**, where you can review ratings and comments left by users.

From there, you can return to the original conversation and send the right follow-up based on the customer rating.

![Customer feedback overview in Crisp Analytics](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-113736_13fxjjd.png =1000xauto)

![Customer feedback details in Crisp Analytics](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-113649_x2b4az.png =1000xauto)

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# ${color}[#0080dd](Send feedback to a webhook)

You can send new customer ratings to another tool using the `session:sync:rating` webhook event.

To enable it, open [**Crisp**](https://app.crisp.chat), then go to **Workspace Settings → Advanced Configuration** and enable the **session:sync:rating** event.

![Webhook settings for the session sync rating event](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-114102_p8748k.png =1000xauto)

| Need the technical setup? Read the [Crisp webhooks guide](https://docs.crisp.chat/guides/web-hooks/quickstart/).

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# ${color}[#0080dd](Example: send low ratings to Slack)

One practical use case is to alert your team in Slack when a customer leaves a low rating.

#### ${color}[#445055](Connect the webhook to Zapier)

Zapier can receive the Crisp webhook payload and forward it to another tool.

![Zapier webhook trigger for Crisp feedback](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-114202_t5zica.png =1000xauto)

#### ${color}[#445055](Filter for low ratings)

Add a Zapier filter so the Zap only continues when the rating is below your chosen threshold, such as lower than 4 out of 5.

![Zapier filter for low customer ratings](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-114239_1bsihfo.png =1000xauto)

#### ${color}[#445055](Send the alert to Slack)

Send the filtered rating to a dedicated Slack channel, such as **Feedback**, so the right team can review and follow up.

![Slack notification created from a low Crisp rating](https://storage.crisp.chat/users/helpdesk/website/87ae2703583ac800/cleanshot-2025-03-03-at-114306_7h9p00.png =1000xauto)

This same webhook can be used with other tools if your team wants to centralize ratings, build reports, or trigger customer recovery workflows.