The Chat Ratings panel in BCC allows administrators to configure post-chat feedback options, including customer satisfaction ratings and Next Steps selections. These settings apply across QuickChat experiences and support downstream CRM reporting.
Access the Chat Ratings Panel
To locate the Chat Ratings settings:
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Go to Settings in BCC.
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Select QuickChat from the left-hand navigation.
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Scroll to the Chat Ratings section.
Within this panel, you can configure:
- Chat rating options (e.g., thumbs up/down)
- Post-chat Next Steps selections presented to candidates
Default Next Steps Options
The platform includes five default Next Steps options that are automatically available.
- These options appear in the post-chat experience for candidates.
- Default options are system-provided and cannot be removed.
- Availability and editability may depend on system configuration.
Add Custom Next Steps Options
You can create additional Next Steps options to capture more specific candidate intent.
To add a custom option:
- In the Next Steps section, click Add Option.
- Enter the desired label.
- Save your changes.
Guidelines:
- You can add up to 5 custom options.
- Custom options display alongside the default options in the chat experience.
Editing or Removing Options
When modifying existing Next Steps options, safeguards are in place to protect data integrity.
Renaming an option
- If the option is already in use, a confirmation prompt appears before saving changes.
- This helps ensure consistency with any existing mapped or reported data.
Removing an option
- If the option has been used in prior chats, the system displays a confirmation message before deletion.
- This ensures that historical data and reporting links are not unintentionally disrupted.
How Custom Labels Are Applied
Custom Next Steps labels are applied consistently across multiple chat experiences:
- QuickChat sessions
- VEC booth QuickChats (Virtual Event Center)
All selected Next Steps options—both default and custom—are:
- Captured as structured data
- Mapped to CRM fields for reporting and workflows
This ensures consistent tracking and analysis of candidate intent across chat channels.