CSAT Surveys

CSAT (Customer Satisfaction) surveys measure how satisfied your contacts are with the support they received. After a conversation is resolved, the contact is asked to rate their experience and optionally leave a comment. Responses flow into your analytics so you can track satisfaction over time and spot conversations that need follow-up.

How it works

When CSAT surveys are enabled for an agent, a survey is sent automatically after a conversation is resolved.

• Chat conversations — the survey is presented inline in the chat widget as soon as the conversation is resolved. CSAT is always enabled for chat conversations.
• Email conversations — a survey email is sent to the contact after a configurable delay.
• Other channels (SMS, voice, social) — a short message is sent on the same channel containing a link to the survey rating page. The contact clicks the link to complete the survey.

When the contact clicks through the survey, they land on a rating page where they can leave a score and a comment.

Configuring CSAT

Open your agent’s settings and go to the CSAT tab.

• Send CSAT survey — toggle this on to send CSAT surveys after a conversation is resolved. This toggle is always on for chat conversations.
• Email CSAT Survey Delay — for email agents, set how long to wait after resolution before sending the survey email.

Changes only apply to conversations that get resolved after you save.

Next steps

• See survey results and trends in Analytics
• Learn how conversations are resolved in Conversation Handling