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CSAT setup

Turn on customer satisfaction surveys per channel, and optionally score CSAT with AI workflows.

What it is

CSAT is a satisfaction rating (for example Very satisfied to Very unsatisfied). You can collect it from customers with a CSAT survey on a channel, or set it with workflows (fixed or AI-scored) when a conversation closes. Scores appear in the CX Log and on analytics.

Channel CSAT preferences live under Message Integration (channel menu), not under a single global Settings toggle. AI scoring is configured in Workflows.

Enable a channel CSAT survey

  1. Go to Settings, then Message Integration.

  2. Find the connected channel, open its menu (⋮), then CSAT preferences.

  3. Turn CSAT on.

  4. Choose which dispositions should trigger the survey.

  5. Set a headline (the prompt customers see).

  6. Pick rating options.

  7. Save.

Your workspace dispositions come from Settings, then Case Log. Configure dispositions first if the list looks empty. See Dispositions and wrap-up.

How AI CSAT workflows relate

Survey CSAT captures the customer's own rating. Separately, workflows can set CSAT score (and sentiment) from the transcript when a chat room is closed:

  • Recommended pattern: one workflow with AI Conditions (Advanced) and Branch by AI output. See Recipe: Sentiment and CSAT on close.

  • Overview and migration notes: AI CSAT Scoring Workflow.

Do not run multiple competing score workflows on the same close event. Later runs can overwrite earlier scores.

Related pages

  • Recipe: Sentiment and CSAT on close

  • AI CSAT Scoring Workflow

  • Dispositions and wrap-up

  • Setup Channels