Skip to main content
CSAT is the customer telling you how it went, as opposed to the platform’s own opinion of its work. Both appear in reporting, and where they disagree is usually the interesting part.

​
Turning it on

Under Settings, then CSAT: The minimum-message threshold is the setting people forget. Without it, a wrong number that sent two words gets a satisfaction survey.

​
How the ask is delivered

The survey rides the channel the customer already used:

​
When it fires

Every way a conversation closes produces the same survey: an operator closing it, an operator resolving it, a call ending, or the inactivity sweep. There is one close path, so there is one place the survey is enqueued and no way for a close route to quietly skip it.

​
Rating

The customer rates 1 to 5 through an unguessable single-use link, or in place in the widget. The capture route is public and does not require the customer to have an account, and rating twice does not create a second response.

​
The report

Quality, then CSAT shows:
  • Average score and response rate
  • The full 1 to 5 distribution, which tells you far more than the average
  • A per-channel breakdown
  • A daily trend with the change against the previous period
A per-channel split matters because CSAT differs sharply by channel. Voice usually scores higher than email, and comparing a blended number month to month while your channel mix shifts tells you nothing.

​
Reading it honestly

  • Response rate first. A 4.8 average from 3% of customers is three enthusiasts, not a signal.
  • Watch the 1s and 2s, not the average. Detractors tell you what is broken; the average hides them.
  • Compare with what the platform thought. A conversation the quality scoring rated well and the customer rated 1 is worth reading in full.

​
Events

A recorded rating emits a csat.recorded webhook, so scores can be pushed into your own reporting or your CRM.

​
Retention

Survey responses are retained for 365 days, longer than transcripts, because a satisfaction score is an aggregate measure rather than conversation content. See Data retention.