Customer Satisfaction Score (CSAT)

This feature lets you automatically send customers a review link once an agent resolves their conversation. With CSAT turned on, collecting customer feedback is easy.

Turning on CSAT

1. Go to the Inbox page

   • Open the Inbox page from the main menu.

2. Choose an inbox

   • Choose the inbox you want to turn CSAT on for.

3. Turn on the CSAT toggle

   • Scroll to the very bottom until you find the CSAT option.

   • Turn on the toggle.

     
4. Click Update

   • Once the toggle is on, click Update to save your changes.

CSAT settings

1. Go to Settings

   • Open the Setting menu from the main dashboard.

2. Choose CSAT

   • In Settings, choose the CSAT tab.

     
3. Change the CSAT page message

   • The default message is "How was your experience?".

     
   • To change it, edit the text box directly.

     
   • The Feedback Page Message lets you customize the message shown on the rating page after the customer clicks the review link.

4. Change the request message

   • The default message is "Thank you for contacting us. Please rate your experience with us by clicking on the link below."

   • You can change the message sent to customers. The CSAT review link is added below it automatically.

     

• This message is sent automatically when a human agent resolves the conversation within 24 hours.

Still not sure about something? Watch the video tutorial below to see each step in action.