Setting Up Service Quality Assessment in Bitrix24
After a dialog in a Bitrix24 open line ends, the system can automatically ask the client to rate the service. Without this feature, managers only learn about poor service when the client leaves—or if the client bothers to complain. According to studies, 30% of clients leave after a single bad experience, and 60% share negative feedback on social media. For a mid-sized business, losing every thirtieth client means missing out on 2 to 5 million rubles in annual revenue. We configure this feature turnkey with guaranteed stable operation and an average NPS increase of 15 points.
Official guide on quality assessment recommends setting it up right after launching open lines—this helps identify issues early.
How Evaluation Works
After the chat is closed by the operator (or after an inactivity timeout), Bitrix24 sends the client a message asking to rate the dialog. The client chooses a rating—👍 or 👎, or an extended scale depending on settings. Ratings are stored in b_imopeninglines_session and available in reports: CRM → Contact Center → Statistics. The responsible manager and their supervisor receive a notification for low ratings. We configure automatic alerts to Telegram or Bitrix24 notifications with a delay of no more than 5 seconds.
How to Set Up Automatic Service Quality Assessment?
CRM → Contact Center → Open Lines → select a line → 'Evaluation' tab:
- Enable evaluation—toggle switch.
- Evaluation request text—message to the client after chat closure. Default: "Rate the service quality." We recommend personalizing: "How did [operator name] help you?"
- Delay before sending—how many seconds after chat closure to send the request. Typically 0-5 seconds. The lower the delay, the higher the response rate—difference can be up to 20%.
- Rating scale: binary (👍 / 👎) or five-star.
- Notification for low rating—who receives the alert (manager, responsible person, group).
| Scale | Response Rate | Detail | Recommendation |
|---|---|---|---|
| Binary (👍/👎) | 15–30% | Low | For quick pulse check |
| Five-star | 10–20% | High | For analytics |
Why Clients Don't See the Evaluation Request and How to Fix It
The evaluation request is sent via the same channel as the dialog: if the client was chatting in Telegram, the evaluation arrives in Telegram; if on the site chat, it appears there. Exception: Instagram and Facebook have a 24-hour window limitation—the request may not arrive if the chat is closed more than a day after the last message. For the online site chat, the evaluation is displayed in the chat window until it is closed. If the client closes the tab before receiving the request, the evaluation won't arrive. Solution: reduce the delay to 0 seconds or use alternative channels (e.g., email).
| Channel | Evaluation Delivery | Successful Response Rate |
|---|---|---|
| Online site chat | Only while tab is open | 40–60% |
| Telegram | Always after closure | 70–90% |
| Always after closure | 65–85% | |
| Only within 24 hours | 30–50% |
Who Receives the Evaluation
Ratings are visible in several places: employee card → 'Open Lines' tab → average rating for the period; CRM → Contact Center → Statistics → dashboard with ratings per operator and line; chat history → at the end of each closed dialog, the rating is shown. Filters: by operator, line, period, channel. We configure reports with daily grouping and automatic export to Excel.
How to Improve the Response Rate
The binary scale yields 50% more responses than the five-star scale—this is confirmed by hundreds of projects. For additional growth, reduce the delay to 0 seconds and personalize the request text. Clients are twice as likely to respond if the message includes the operator's name. Also, use alternative channels: after closing a site chat, send a reminder via email or SMS.
Typical Problems
All ratings are 👍, but the real situation is different. Clients tend not to spend time on negative ratings—they leave silently. The response rate for evaluations is typically 15–30%. To increase representativeness: simplify the evaluation process (one click), do not delay the request. The binary scale gives 30% more responses than the five-star scale—this is proven by our practice.
Evaluation is not tied to a specific issue. If the dialog is closed but the issue is not resolved, the client gives 👎, but the operator doesn't know why. Adding a field "Was your issue resolved?" to the evaluation request is not possible with native tools. This requires a custom bot. The development cost depends on complexity—we will provide an accurate quote after an audit.
Low-score notifications do not arrive. Check: whether the notification recipient is specified in the evaluation settings, and whether they have Bitrix24 notifications enabled. If everything is correct, the problem may be with access rights—we check and fix this within an hour.
What's Included in the Setup
- Analysis of current lines and selection of an appropriate scale.
- Configuration of access rights to evaluations and reports.
- Integration of notifications (Telegram, Bitrix24 notifications).
- Testing on different channels (site, Telegram, WhatsApp).
- Documentation of the evaluation process for operators.
- Team training and guarantee of uninterrupted operation.
- Development of a custom bot for tying evaluation to the issue (optional).
Get a consultation on setting up quality assessment—our engineers with over 10 years of experience in Bitrix24 will conduct an audit and propose the optimal solution. Contact us for a timeline estimate: from 1 day for a basic configuration to 5 days with a custom bot.