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Owners, admins and chatters Score a message that Hugo sent from 1 to 10, and note what was good or bad about it. Your whole team sees each rating, with the name of the person who left it.

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Before you start

  • You need an owner, admin or chatter account. A chatter can rate only in the conversations of their assigned creators.
  • You can rate only messages that Hugo wrote. The fan’s messages and your team’s messages have no Feedback button.
  • A rating is a note for your team. The fan never sees it, and it does not change what Hugo does.

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Rate a message

1

Find Hugo's message

Open the conversation in Inbox. Point at one of Hugo’s messages.A Feedback button with a star appears next to the message. On a phone, the star is always there, without the word.
One of Hugo's messages with the Feedback button next to it and a green 8/10 · 2 score under itOne of Hugo's messages with the Feedback button next to it and a green 8/10 · 2 score under it

1 Feedback opens the rating window · 2 Your team's score for this message

2

Open the Feedback window

Click Feedback.A window titled “Feedback on Hugo’s message” opens. Hugo’s message is at the top.
3

Choose a score

Under Rate this message, click a number from 1 to 10. 1 is Poor and 10 is Great.The number turns green for 8 to 10, amber for 5 to 7, and red for 1 to 4.
4

Optional: Add notes

In What’s good and What’s bad, write what worked and what did not. Each note can be up to 2,000 characters.The notes are optional. The score is required.
5

Save your rating

Click Save feedback.A “Feedback saved” message confirms it, and the window closes. A score now shows after the time of Hugo’s message, for example “8/10”.
The Feedback on Hugo's message window with the score 8 selected, a What's good note, and two teammates' ratings under Other feedbackThe Feedback on Hugo's message window with the score 8 selected, a What's good note, and two teammates' ratings under Other feedback

1 Your score · 2 Your notes · 3 What the rest of your team said

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See what your team thought

After the time of a rated message, a score shows. One rating shows as, for example, “7/10”. Several ratings show the average and the count, for example “7.5/10 · 2”. The colour follows the average: green for 8 and up, amber for 5 to 7, red under 5. To see who rated it, point at the score. To read every rating and note, click the score. The window lists your rating first, with a You badge, then everyone else’s. Each person has one rating for each message. If you rate the message again, your new rating replaces the old one.

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Change or remove your rating

1

Open the ratings

Click the score after the time of Hugo’s message.The window lists every rating. Yours has Edit and Remove.
2

Edit or remove your rating

To change it, click Edit. Change the score or the notes. Then click Save changes. If you changed something, your rating shows ”· edited”.To delete it, click Remove. It is deleted at once, with no confirmation.
You can edit or remove only your own rating. Nobody else can change it, not even an owner or admin.

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If something goes wrong

Check these causes:
  • The message is not Hugo’s. Only Hugo’s messages can be rated.
  • Hugo’s message is still “in queue” or “sending”. The button appears once it has gone out.
  • On a computer, the button appears only when you point at the message.
Choose a score first. The notes are optional, but the score is required.
Your rating was not saved, and what you typed is still in the window. Wait a moment, then click Save feedback again.
That is expected. Only the person who left a rating can edit or remove it.

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What’s next

Copy, quote, hide, tag or unsend a message

What Hugo knows about a fan