When a chat conversation is closed by either the agent or the customer, the customer is prompted to give feedback, both us a thumps-up/thumps-down and as free text. The customer can also give feedback during the chat by clicking thumps-up or -down at the top of the chat widget.

If the customer has left feedback for a chat conversation it will be displayed in the conversation info under Feedback, and the agent receives a notification that he or she has received feedback.

How the chat widget looks to the customer after a conversation (and you can see the thumps-up/thumps-down at the top of the widget too):

How the agent is notified of feedback.

How feedback is logged on the conversation for anyone to see later: