How to enable CSAT surveys?

The CSAT(customer satisfaction) score generally represents how happy customers are with your product/service or a specific experience. It enables your customers to rate their satisfaction with your customer service on a numerical scale. Once you collect a significant number of scores, you can calculate your average score over specific periods of time.

As a Chatwoot member, this entire workflow shall be extremely easy for you. You can simply enable CSAT surveys for your inboxes. When an agent resolves the conversation, Chatwoot sends a survey to your customers for rating and feedback. It's calculated by asking a question, such as "Rate your conversation" There's a corresponding survey emoji scale. After submitting the rating, the customer can give more optional feedback.

You can later view your comprehensive CSAT report on your dashboard, which keeps updating in real-time.

This is how a CSAT survey looks in a website inbox:

This is how a CSAT survey looks in other inboxes:

CSAT is disabled by default. You can enable CSAT surveys for any inbox to let Chatwoot collect feedback on your behalf.

Navigate to Settings → Inboxes.
Click on the gear icon next to the inbox you wish to configure.
Go to the CSAT tab.
Toggle the Enable CSAT option to Enabled.
Click the Update button to save your settings.

Customization Options

Chatwoot now offers enhanced customization for CSAT surveys:

Display Type

Emoji Scale: Smiley faces.
Star Rating: A 5-star scale.

Survey Message

Customize the message that accompanies the survey. For example: "Please rate your support experience." The message can be up to 200 characters.

Survey Rules

Send survey if the conversation contains specific labels ⇾ The survey will be sent if the conversation contains any of the selected labels.
Send survey if the conversation does not contain specific labels ⇾ The survey will be sent only if none of the selected labels are present in the conversation.

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