A CSAT (Customer Satisfaction) survey asks customers to rate their support experience after a conversation is resolved. When enabled, the customer receives a prompt to leave a rating directly in the conversation.
How to get to CSAT settings
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Go to Settings
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Under Channels, click on Inboxes
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Select the inbox you want to enable CSAT for by clicking Manage
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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, find the Enable CSAT toggle and turn it on. Once enabled, whenever an agent resolves a conversation in that inbox, the customer will automatically receive a satisfaction survey. You can set the logo, brand color, message and the Sending delay in minutes.
CSAT surveys are supported on the following inbox types:
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Email inboxes — the survey is sent as a follow-up message in the email thread
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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
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CSAT surveys are only triggered when an agent resolves a conversation. Auto-resolved conversations (via automations) do not send a survey.
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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.
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CSAT results are available under Reports > CSAT and can be filtered by agent and date range.