CSAT surveys
Ask how it went,
and hear about the bad ones first.
Response times say how fast your team is. Only customers can say whether they were helped. A one-tap rating at the end of a chat tells you, and a low score is not left sitting in a report.
01 — What it is
Growth
What is CSAT surveys?
A WhatsApp CSAT survey asks the customer to rate their conversation from 1 to 5 when your team marks it resolved. The score is stored against the conversation and agent, and a score of 2 or lower reopens the chat and alerts the team.
- 01Unhappy customers leave without a word.
- Every resolved chat gets a quick 1–5 question.
- 02A bad rating is read a week later.
- A low score reopens the chat and sends a notification immediately.
- 03No way to compare agents on quality.
- The CSAT report breaks scores down by agent.
02 — How it works
4 steps
How it works,
step by step.
01
An agent resolves a chat
Marking it resolved triggers the survey.
02
The customer rates it
They reply with a number from 1 to 5, on any kind of WhatsApp connection.
03
Low scores come back
A 1 or 2 reopens the conversation and notifies the team.
Alert04
Track the trend
Average score and response count by agent and over time.
Reports
03 — What you get
4 capabilities
The details
that make it work.
Sent on resolve
No separate campaign to run.
Not spammy
At most once per customer per 24 hours, and only after a recent conversation.
Low-score recovery
The chat reopens so someone can fix it.
Per-agent report
Quality, not just speed.
04 — Who it fits
Growth
Who it is
built for.
- 01
Support teams
A simple quality number for every agent.
- 02
Owners who cannot read every chat
The bad ones find you.
05 — Answers
Common
questions.
Something not covered here? Tell us how you work today and we will tell you honestly whether this fits.
Talk to us01When is the survey sent?
When a conversation is marked resolved, if the customer wrote in within the last 24 hours.
02Will customers get surveyed too often?
No. At most once per customer per 24 hours.
03What happens with a bad score?
A rating of 2 or lower reopens the chat and alerts your team.
Keep reading
Related features
- AutomationAudit logA searchable record of who changed what in your WhatsApp workspace: sign-ins, settings, contacts, orders and exports. Secrets masked, kept for a year.
- CommerceLoyalty, coupons & reviewsRun coupon codes, loyalty points and Google review requests over WhatsApp. Codes are checked on the server; points are earned on delivery and reversed on cancel.
- GrowthFollow-up sequencesAutomatic WhatsApp follow-ups: a series of timed messages started by a first message, an ad click, a tag or an order. Stops the moment the customer replies.
CSAT surveys
See it working
on your own number.
Connect a number with a QR scan or the official Cloud API, and switch this on from the dashboard. No developer needed.