Setting Up CSAT Surveys

Updated Dec 15, 2025

Collect customer satisfaction feedback after conversations are resolved.

What are CSAT Surveys?

CSAT (Customer Satisfaction) surveys measure how happy customers are with your support. After a conversation is closed, customers receive a survey asking them to rate their experience on a 1-5 scale.

Accessing Survey Settings

Go to Settings in the left sidebar
Select Surveys under the Support section

Enabling CSAT Surveys

Click the CSAT tab
Toggle Enable CSAT to turn on surveys
Configure your settings
Click Save changes

Configuration Options

Email Delay (minutes): How long to wait after closing a conversation before sending the survey email. Default is 60 minutes. Set to 0 to send immediately.

Expiry (days): How long the survey link remains valid. Default is 7 days.

Email Subject: Customize the survey invitation subject line. Use {brand_name} to insert your brand name.

Email Body: Customize the email content. Available placeholders:

{brand_name} - Your brand name
{customer_name} - Customer's name
{survey_url} - Link to the survey
{conversation_subject} - Original conversation topic

Survey Intro Text: The question shown on the survey page (e.g., "How was your experience?")

Thank You Message: Message shown after the customer submits their rating.

How Surveys Work

Agent closes a conversation
System waits for the configured delay
Survey email is sent to the customer
Customer clicks the link and rates their experience (1-5)
Customer can optionally leave a comment
Response is recorded and visible in analytics

Rating Scale

Customers rate using a 5-point emoji scale:

1 - Very Dissatisfied
2 - Dissatisfied
3 - Neutral
4 - Satisfied
5 - Very Satisfied

Availability

CSAT Surveys are available on Standard plans and above.