> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Negative-Rated Conversations, Intercom > A table of the actual 1-2★ Intercom conversations from the last 30 days, with customer, agent, tag, and the rating remark, so you can read the words behind a bad score. How to read it, why it matters, and how to act on it. **Card class:** [Non-Hero](/nerve-centre/overview#card-classes-explained) • **Category:** [Helpdesk / Customer support](/nerve-centre/connectors#connectors-by-type) > 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](/nerve-centre/kpi-cards/intercom/csat) and [CSAT Trend](/nerve-centre/kpi-cards/intercom/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. | | | | --------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | Each conversation with a negative `conversation_rating` (1 or 2 stars) in the last 30 days, one row per conversation. Columns typically include the customer/contact, the handling admin, the topic tag(s), the rating, the free-text remark, and a deep link back into Intercom. The card also surfaces concentration — how many negatives cluster on a single tag or topic. | | **Sample type** | API-derived from the Intercom `conversations` endpoint. Vortex IQ filters on `conversation_rating.rating` ≤ 2 and enriches each row with the contact, assigned admin, and conversation `tags`. | | **Why it matters** | A percentage cannot be coached or recovered — a specific conversation can. Reading the remarks tells you whether bad scores stem from shipping, sizing, refunds, tone, or slow replies, and which customers are worth a personal save. Five negatives on one tag is a process problem, not five unlucky days. | | **Reading the value** | Scan for clustering first: if the alert has fired, several negatives share a tag or topic — start there. Then triage by customer value and recency. Each row is a to-do: reopen, apologise, fix, and where relevant route to the team that owns the underlying issue. | | **Currency** | mixed (table: counts, ratings, and text remarks) | | **Time window** | `30D` | | **Alert trigger** | `>5 on one tag/topic` | | **Sentiment key** | — | | **Roles** | owner, operations | ## Calculation Vortex IQ selects conversations whose `conversation_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 carry `sizing` 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 | Card | Why merchants reach for it | | -------------------------------------------------------------------- | --------------------------------------------------------------------------------------- | | [`ic_csat_score`](/nerve-centre/kpi-cards/intercom/csat) | The headline number these rows explain — read the score, then read the words behind it. | | [`ic_csat_trend`](/nerve-centre/kpi-cards/intercom/csat-trend) | When the trend bends down, this table is where you find out why. | | [`ic_csat_by_agent`](/nerve-centre/kpi-cards/intercom/csat-by-agent) | Cross-check whether negatives cluster on one agent or are spread across the team. | | [`ic_top_tags`](/nerve-centre/kpi-cards/intercom/top-topics-tags) | See whether a topic driving negatives is also a high-volume topic overall. | | [`ic_reopen_rate`](/nerve-centre/kpi-cards/intercom/reopen-rate) | Negatives plus reopens point to conversations closed before the customer was satisfied. | ## 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:** | Reason | Direction | What to do | | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------- | ------------------------------------------------------------ | | **Negative threshold.** Vortex IQ treats 1-2★ as negative; if your workspace uses a 3-point scale (good/ok/bad) or counts 3★ as negative, row counts will differ. | Variable | Confirm which ratings your workspace classifies as negative. | | **Tag attribution.** A conversation may carry several tags or none; how negatives group depends on tagging discipline, which differs from Intercom's own grouping. | Variable | Audit tagging consistency before reading the clustering. | | **Rating-date vs conversation-date.** Vortex IQ lists by rating submission date; an Inbox filter may key off conversation created/updated date, shifting a row in or out at the window edge. | Marginal | Align the date basis. | | **Time zone.** Workspace time zone vs merchant reporting time zone can move a borderline row across the 30-day boundary. | Marginal | Confirm time-zone match. | **Cross-connector reconciliation:** when negatives cluster on `delivery`, `refund`, or `stock`, pivot to the cross-channel cards — [Complaints on Out-of-Stock SKUs](/nerve-centre/kpi-cards/intercom/complaints-on-out-of-stock-skus) and [Support Spike on Failed Payments](/nerve-centre/kpi-cards/intercom/support-spike-on-failed-payments) — to see whether a commerce or payment problem is generating the bad scores. For divergence investigations, use Vortex Mind. ## Known limitations / merchant FAQs **Q: How often does Negative-Rated Conversations update?** The card refreshes on the standard data refresh (typically every 30-60 minutes). New negative ratings appear as a fresh row once the customer submits them — which may be hours after the conversation closed. **Q: Why does my Intercom rating filter show more or fewer conversations?** Usually the negative threshold (1-2★ vs a 3-point scale), tag-based grouping differences, or the rating-date vs conversation-date basis at the window edge. Match those before assuming a mismatch. **Q: The clustering alert fired but the tags look unrelated — what now?** Check tagging discipline. If agents tag inconsistently, the grouping is noisy. Tighten your tag taxonomy (see Top Topics) so concentration is meaningful, then re-read the card. **Q: Can I customise the alert threshold?** Yes. The >5-on-one-tag trigger is configurable per profile in the Sensitivity tab. Lower it if Blitz wants to catch emerging issues earlier, or raise it during high-volume sale periods to reduce noise. *** ### Tracked live in Vortex IQ Nerve Centre *Negative-Rated Conversations* is one of hundreds of KPI pulses Vortex IQ tracks across Intercom and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.