Enabling and reading CSAT surveys
Updated June 14, 2026
What CSAT does
Customer Satisfaction (CSAT) surveys automatically ask customers to rate their support experience after a conversation is resolved. Ratings use a 1–5 star scale with an optional comment. Results are available in Reports → CSAT.
Enabling CSAT
Go to Settings and toggle Customer Satisfaction (CSAT) on. Once enabled, a rating request is automatically sent to the customer when a conversation is marked resolved.
How it works
When a conversation is resolved, the customer receives a survey in the same channel (Live Chat widget, email, etc.) asking them to rate their experience from 1 to 5 stars. They can optionally leave a comment. Their response is recorded against the conversation and the agent who handled it.
CSAT Report
Navigate to Reports → CSAT to view aggregated results for any date range:
- Surveys Sent, Responses, and Response Rate
- Average Score (out of 5) and % Satisfied (customers who gave 4 or 5 stars)
- Score distribution bar chart (1★ through 5★)
- Daily trend — average score plotted over the selected period
- By agent — per-agent average score and response rate
- By channel — breakdown across Live Chat, Email, and other channels
- Low-score conversations — a list of poorly rated conversations and their customer comments so you can follow up or spot patterns