Create a CSAT survey

A CSAT (Customer Satisfaction) survey asks customers to rate their support experience after a conversation is resolved. When enabled, the customer is asked to rate the conversation: by email on email inboxes, and in the chat widget on chat inboxes.

How to get to CSAT settings#

1. Go to Settings

   

2. Under Channels, click on Inboxes

   

3. Select the inbox you want to enable CSAT for by clicking Manage

   

4. Scroll down to Customer satisfaction (CSAT) surveys

CSAT is configured per inbox, so you can enable it on some inboxes and leave it off on others.

Enabling CSAT#

Inside the inbox configuration, tick Enable CSAT. Once it's on, the customer receives a satisfaction survey when a conversation in that inbox is resolved by an agent or by the AI agent. See Tips below for the cases where no survey is sent. You can set the logo, brand color, message and the Sending delay in minutes.

CSAT surveys are supported on the following inbox types:

• Email inboxes: the customer gets a follow-up email in the same thread, headed "How did we do?", with your CSAT message and five rating buttons: Poor, Fair, Average, Good, Excellent

• Chat widget inboxes — the survey appears as a button in the chat widget after the conversation is resolved

You can enable review routing, send happy customers to public review websites and unhappy ones to private feedback form, based on their rating.

Below the settings, you will have preview of CSAT form customers will receive.

How it works#

When a conversation is resolved, the customer sees a prompt to rate their experience. Ratings and any written feedback are collected and visible in the Reports > CSAT section, where you can track scores by agent and over time.

Tips#

• A survey is sent when a conversation is resolved by an agent (Resolve or Send, resolve), by the AI agent, or by an AI assistant connected through MCP.

• No survey is sent when the conversation is resolved by an automation rule, by the inactivity auto-resolve, with Resolve, no CSAT, or by an auto-label that has Disable CSAT survey ticked. A conversation resolved in one of these ways doesn't get a survey later either, even if it is reopened and resolved by an agent.

• Resolve all conversations in Account settings doesn't send surveys.

• To skip the survey for one conversation, click the arrow next to Resolve and choose Resolve, no CSAT. The option shows on open conversations in inboxes with CSAT enabled, and in the bulk actions toolbar.

• Each conversation gets one survey at most. No survey goes out if the customer never wrote in the conversation or if the contact is blocked.

• No survey goes to automated or shared mailboxes such as noreply@, no-reply@, donotreply@, mailer-daemon@, postmaster@, bounce@, abuse@, helpdesk@ or support@, or to a sender whose emails were auto-replies.

• Each inbox has its own CSAT toggle, so you can enable it selectively — for example, only on your main support inbox and not on internal or test inboxes.

• CSAT results are available under Reports > CSAT and can be filtered by agent and date range.