How are the User Ratings getting saved for a conversation?
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When the user initiates a chat with the bot, and is stuck at someplace, and chooses to Chat with an agent. Then his conversation with the bot is taken over by an agent.
In this case, once the conversation ends, the user might give ratings to the agent, or even before starting the conversation with the agent, the user might give ratings to the bot, as shown below.
So here, the ratings that you see on the chat link are the latest ones. The user might give 2 star ratings to the bot, and he would later give 4 star ratings to the agent, but what you would see is 4, which is the latest one.