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.

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.

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, then go to Workspace Settings → Advanced Configuration and enable the session:sync:rating event.

Example: send low ratings to Slack

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

Connect the webhook to Zapier

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

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.

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.

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

Updated on: 03/05/2026