Configuring Service Quality Ratings in Bitrix24
After a conversation ends in a Bitrix24 open line, the system can automatically ask the client to rate the quality of service. Without this feature, a manager only finds out about poor service when the client leaves — or from the client directly, if they bother to complain.
How Ratings Work
After an operator closes the chat (or after an inactivity timeout), Bitrix24 sends the client a message asking them to rate the conversation. The client selects a rating — 👍 or 👎, or an extended scale depending on the settings.
Ratings are stored in b_imopenlines_session and are available in reports under CRM → Contact Center → Statistics.
The responsible manager and their supervisor receive a notification when a low rating is given.
Configuration
CRM → Contact Center → Open Lines → select a line → "Rating" tab:
- Enable rating — toggle switch.
- Rating request text — the message sent to the client after the chat is closed. Default: "Please rate the quality of service".
- Delay before sending — how many seconds after the chat is closed to send the request. Typically 0–5 seconds.
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Rating scale:
- Binary (👍 / 👎) — simpler for the client, higher response rate.
- Five-star — more detailed, but fewer clients respond.
- Low rating notification — who receives the alert (supervisor, responsible manager, group).
Who Receives the Rating
The rating request is sent via the same channel where the conversation took place: if the client wrote in Telegram — the rating arrives in Telegram; if in the website chat — there as well.
Exception: some channels (Instagram, Facebook) have restrictions on sending messages after the session window expires — the rating request may not reach the client if the chat was closed more than 24 hours after the client's last message.
Viewing Results
Ratings are visible in several places:
- Employee profile → "Open Lines" tab → average rating for the period.
- CRM → Contact Center → Statistics → dashboard with ratings by operators and lines.
- Chat history → the rating given is shown at the end of each closed conversation.
Filters: by operator, by line, by period, by channel (Telegram / WhatsApp / website).
Common Issues
The client does not see the rating request. If the channel is an online chat on the website and the client closed the tab before receiving the request — the rating will not be delivered. For website chat, the rating is shown in the chat window before it is closed.
All ratings are "👍", but the real picture is different. Clients tend not to spend time on negative ratings — they leave silently. The rating response rate is typically 15–30%. To improve representativeness: simplify the rating process (one button), do not delay the request.
The rating is not linked to a specific issue. If the chat is closed but the issue is not resolved — the client gives 👎, but the operator does not understand why. Adding a "Was your issue resolved?" field to the rating request is not possible with native tools. A custom bot is required for this.
Low rating notifications are not received. Check: whether a notification recipient is specified in the rating settings, and whether that user has Bitrix24 notifications enabled.