> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.chrisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How to take advantage of customer feedback

__Learn how to use Crisp customer feedback in Analytics and send new ratings to external tools with webhooks.__

Customer feedback helps your team understand support quality, follow up on difficult conversations, and share customer experience signals with the tools your team already uses.

|| Customer feedback webhooks are available from the ****Essentials**** plan.

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# Review feedback in Analytics

Customer feedback is centralized in ****Analytics****, where you can review ratings and comments left by users.

From there, you can return to the original conversation and send the right follow-up based on the customer rating.

![Customer feedback overview in Crisp Analytics](https://storage.crisp.chat/users/helpdesk/website/-/c/6/7/1/c6717c8091a92800/b52ff8f6-6f4e-48f8-a886-843d91_w8e2lx.png)

![Customer feedback details in Crisp Analytics](https://storage.crisp.chat/users/helpdesk/website/-/7/1/4/b/714bdd6705201800/59884250-aef2-4c6e-b5f0-80409c_1xmpa7t.png)

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# Send feedback to a webhook

You can send new customer ratings to another tool using the `` `session:sync:rating` `` webhook event.

To enable it, open [**Crisp**](https://app.crisp.chat), then go to ****Workspace Settings → Advanced Configuration**** and enable the ****session:sync:rating**** event.

![Webhook settings for the session sync rating event](https://storage.crisp.chat/users/helpdesk/website/-/5/9/2/c/592c41c44bed3400/030dd411-dbf6-464e-bb33-2dedef_o7jpry.png)

| Need the technical setup? Read the [Crisp webhooks guide](https://docs.crisp.chat/guides/web-hooks/quickstart/).

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# Example: send low ratings to Slack

One practical use case is to alert your team in Slack when a customer leaves a low rating.

#### Connect the webhook to Zapier

Zapier can receive the Crisp webhook payload and forward it to another tool.

![Zapier webhook trigger for Crisp feedback](https://storage.crisp.chat/users/helpdesk/website/-/8/c/3/3/8c331ceafdc8c800/13afcca3-08ce-417b-a3c2-a79637_dqfsar.png)

#### Filter for low ratings

Add a Zapier filter so the Zap only continues when the rating is below your chosen threshold, such as lower than 4 out of 5.

![Zapier filter for low customer ratings](https://storage.crisp.chat/users/helpdesk/website/-/d/7/a/4/d7a4daf7182f3800/3ecbd949-ccdb-4b37-871a-25c6b9_bvtlcq.png)

#### Send the alert to Slack

Send the filtered rating to a dedicated Slack channel, such as ****Feedback****, so the right team can review and follow up.

![Slack notification created from a low Crisp rating](https://storage.crisp.chat/users/helpdesk/website/-/f/e/2/2/fe22b9a7b9780000/b77b0765-424b-467a-bc13-8b25ab_a408p7.png)

This same webhook can be used with other tools if your team wants to centralize ratings, build reports, or trigger customer recovery workflows.