How a conversation ends matters as much as how it starts. On the End of chat page you can ask visitors to rate the conversation and let them email themselves a copy of it. Their ratings and feedback show up in your results, so you can see how well the bot is doing.
How a chat ends#
Conversations persist across reloads. If a visitor refreshes the page or moves to another page on your site, their conversation is still there. A visitor’s conversation is kept in their browser for 7 days; after that, the chat shows “That conversation has expired — starting a new one.”
When the visitor clicks End chat in the widget header, they see the following, depending on your settings:
- A rating question, if Ask for a rating is on, with an optional box for written feedback.
- An ✉ Email me a copy button, if transcripts are on and the visitor gave an email address.
- “Thanks for chatting!” and a Start a new chat button.
Ask for a rating#
Turn on Ask for a rating
Switch on the Ask for a rating toggle.
Choose a rating style
Pick the style that suits your brand (see the table below).
Click Save changes
Check the Live preview, then save.
| Rating style | What visitors see |
|---|---|
| Emoji faces | A row of faces from unhappy to happy |
| Stars | One to five stars |
| Slider (1–10) | A slider from 1 to 10 |
Visitors can also leave written feedback in an optional box. Ratings appear on each conversation in Leads, and averages and distributions appear in Analytics and your Dashboard.
Let visitors email themselves the transcript#
Turn on Let visitors email themselves the transcript to offer visitors a copy of the conversation by email. They’ll see an ✉ Email me a copy button at the end of the chat.
You and your team can also email or download any transcript yourselves from Leads and conversations.
How each conversation is classified#
Every conversation ends up with an outcome, which you’ll see in the How chats ended chart in Analytics:
- Answered: the bot answered the visitor’s questions.
- Lead captured: the visitor shared their contact details.
- Abandoned: the visitor left without getting further.
After a chat ends, Liyobot also labels it with a short topic of one to three words. Topics appear in your Reports.