This guide explains the new tools for measuring support quality and finding conversations faster.
Conversation ratings
When a conversation is closed or resolved, LtsTalk can request a customer rating from 0 to 5 with an optional comment. Web chat visitors can submit feedback directly in the widget. For external channels, agents can copy a secure rating link from the Inbox.
Inbox search
Use the Inbox search field to find conversations by visitor name, external contact name, phone number, email address, or message content. Results are prioritized by contact matches first, then message matches.
Team analytics
Owners, admins, and supervisors can open Team analytics to review total conversations, new conversations, resolved conversations, first response time, average response time, ratings, channel volume, and daily conversation trends.
Permissions
Team analytics is available to workspace owners, admins, and supervisors. Regular agents do not see team-wide analytics in this version.