Asking the customer for a score
When you close a case you can ask for a rating straight from the conversation. The system sends the customer a message asking for a number from 1 to 5.
- 1You trigger the rating request in the conversation — the message goes out automatically
- 2The customer replies with a single digit (1-5)
- 3The system records it as the score and sends a thank-you back
When a digit is captured as a rating, no new case is opened — a customer who answers with a number does not create an empty task.
A rating only attaches to the contact's most recent conversation, and only within 7 days. If the customer has since opened a new case, their reply is an ordinary message rather than a score — so it cannot land on the old request by accident.
Suggested replies
The AI reads how the conversation is going and proposes an answer. The suggestion is ordinary text — edit it before sending. It saves time on support work where the same question keeps coming back.
Conversation summary
A long thread is condensed into a few sentences, so the next agent understands what happened without reading it from the top — useful at shift handover or when passing a case on.
Both AI features appear only when an AI service is configured — without it the buttons are not shown at all.