The individual conversations rated negatively (1-2★) in the last 30 days, listed with customer, handling agent, topic tag, and the rating remark, the qualitative detail behind the CSAT number.
At a glance
Negative-Rated Conversations is a customer-satisfaction metric tracked from your Intercom workspace. Where CSAT and CSAT Trend give you the number, this card gives you the evidence: a table of the real conversations a customer scored 1 or 2 stars, with the remark they left. For the Blitz support lead this is the most actionable card in the satisfaction set, every row is a named customer, a recoverable relationship, and a clue about what is going wrong. Worked weekly, it turns CSAT from a scoreboard into a queue of follow-ups.
Calculation
Vortex IQ selects conversations whoseconversation_rating.rating is 1 or 2 within the last 30 days and builds one row per conversation, joining the contact, the handling/assigned admin, and the conversation’s tags. It then groups negatives by tag/topic; when more than five negatives share a single tag, the alert fires, flagging a systemic issue rather than scattered one-offs. There is no positive-share percentage here, this card is the raw, named list, deliberately qualitative so you can read intent and recover customers.
Worked example
A representative reading of Negative-Rated Conversations for Blitz. Over 30 days the table holds 14 negative-rated conversations. Triaged by tag, seven of them carrysizing and remarks like “boots ran a full size small, no help offered” and “had to ask three times for an exchange label.” That clears the >5-on-one-tag threshold and trips the alert. The pattern is not an agent problem, replies were prompt, it is a product-information and returns-policy problem. You do three things: reopen the seven sizing threads and offer free exchanges, brief the team on a standard sizing-and-exchange response, and flag the size-guide gap to the merchandising side of the business. The remaining seven negatives are scattered across tags and read as genuine one-offs, handled individually. To trace whether sizing complaints correlate with specific SKUs, open Vortex Mind; to ask “list this month’s 1-2★ conversations grouped by tag” in plain English, use Ask Viq.
Sibling cards merchants should reference together
Reconciling against the vendor’s own dashboard
Where to look in Intercom’s own dashboard: In Intercom, open the Inbox and apply a filter on conversation rating set to the negative scores (1-2★), date range last 30 days. That gives you the same list of conversations. The Reports → Customer satisfaction view shows the negative share and lets you click through to the underlying threads and read each remark. Why the Vortex IQ value may legitimately differ:
Cross-connector reconciliation: when negatives cluster on
delivery, refund, or stock, pivot to the cross-platform cards, Complaints on Out-of-Stock SKUs and Support Spike on Failed Payments, to see whether a commerce or payment problem is generating the bad scores. For divergence investigations, use Vortex Mind.