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Rating block

DesirΓ©e M Updated by DesirΓ©e M

The Rating block asks visitors to rate something with stars or moods and saves their rating in a Field, so you can reply to each rating differently or use it later in the flow. It's a quick way to ask "How was it?" without making anyone type.

How to add a Rating block

To add a Rating block, drag from the output of any block onto an empty part of the canvas, type Rating in Search by name and select Rating. The + button at the top left of the builder opens the same list of blocks.

Add-block menu with Rating typed in Search by name and the Rating block in the results

What are the Rating block's settings?

The Rating block has three settings: the question, the rating type, and the Field that saves the answer.

Rating block panel with the question How was your pizza tonight, five stars, and the rating Field

● Question text: what the visitor sees, for example How was your pizza tonight? πŸ•. Format it with the toolbar, or add a Field's value with Use field.

● Rating type: the selector under the question. Choose 3 stars, 5 stars, 10 stars or 5 moods (😑 πŸ™ 😐 πŸ™‚ 😍).

● Save user answer in the field: the Field that keeps the rating. A new Rating block has none, so click the box, type a name such as rating and click Create new field, or pick a Field you already have.

If you don't choose a Field in Save user answer in the field, the rating isn't saved and you can't use it later in the flow.

What do visitors see in the chat?

Visitors see your question, the label "Click on the icons" and a row of stars or moods to click. Stars fill up as the pointer moves along the row, so picking the fourth star selects stars one to four.

Chat asking How was your pizza tonight with five stars, the first four highlighted

How to reply differently to each rating

To reply differently to each rating, connect each of the Rating block's outputs to its own message. The block has one output per rating plus Any of the above, so you don't need a Conditions block for this.

Five-star Rating block with low, middle and high ratings connected to three different messages

In this example, a disappointed visitor and a happy one get very different replies:

● 1 or 2 stars: "Oh no! We'll let the kitchen know right away."

● 3 stars: "Thanks! What would make it a 5?"

● 4 or 5 stars: "Amazing! See you next pizza night πŸ•"

When only Any of the above is connected, every rating follows that one path.

How the Rating block saves a rating

The Rating block saves the rating in the Field as the emojis the visitor picked. A star rating keeps every star up to the one picked, so four stars are saved as ⭐⭐⭐⭐. A mood rating keeps only the mood picked, for example πŸ™‚.

To show the rating in a message, insert the Field with Use field, for example @rating.

Chat where the visitor picks four stars and the reply shows Your rating followed by four stars

Moods work the same way, with a single emoji:

Chat asking How was the delivery, where the visitor picks a smiling face and the reply shows the same single mood

How to use a rating later in the flow

To use a rating later in the flow, check the Field the Rating block saved in a Conditions block, or change it with a Set a field block, by typing the same emojis as the value, for example ⭐️⭐️⭐️. That's handy when the agent asks something else first and decides what to do at the end of the conversation.

Rating block followed by a question and then a Conditions block that checks if rating is less than three stars, with a voucher message and a thank-you message

In this example, the agent first asks the visitor for a comment for the kitchen. Then a Conditions block checks @rating: a rating of 1 or 2 stars is less than ⭐️⭐️⭐️, so the visitor gets a voucher ("Sorry about that! Use PIZZA10 for 10% off your next order."), and 3 stars or more get "Thanks for the stars! ⭐". A Conditions block can check whether a star rating is equal to or less than a value.

Right after the Rating block, its own outputs are the simplest way to branch. Use a Conditions block when the decision comes later in the flow, or when you want to group ratings, like everything under 3 stars.

For WhatsApp

The Rating block isn't available for WhatsApp agents.

For Facebook Messenger

The Rating block isn't available for Facebook Messenger agents.

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