CSAT surveys

A CSAT (customer satisfaction) survey asks the customer to rate their experience after a conversation is resolved. You turn it on for each inbox.

How the survey works

1. An agent, automation or bot resolves a conversation.
2. EngageOne sends the survey to the customer in the same channel.
3. The customer picks a rating from 1 to 5 and can add a comment.
4. The response appears on the conversation and in Reports → CSAT.

The five ratings are Poor, Fair, Average, Good and Excellent.

Note: A survey is sent only once per conversation, even if the conversation is resolved again later.

Turn on CSAT for an inbox

1. Go to Settings → Inboxes and select the inbox.
2. Click the CSAT tab.
3. Turn on Enable CSAT.
4. Choose a Display type: emoji faces or stars.
5. In Message, write the text customers see with the survey, for example "How did we do today?".
6. Optionally, set a Survey rule (see below).
7. Click Update.

How customers answer on each channel

Send surveys only for some conversations

Use a survey rule to send surveys based on labels.

1. On the CSAT tab, find Survey rule.
2. Complete the sentence "Send the survey if the conversation contains / does not contain any of the labels".
3. Choose one or more labels.
4. Click Update.

Examples:

• Contains staff-handled sends surveys only for chats your team handled.
• Does not contain spam skips surveys for spam conversations.

If you leave the label list empty, every resolved conversation gets a survey.

Tip: Combine survey rules with automations or macros that add labels, so the right conversations are tagged before they are resolved.

CSAT on WhatsApp

WhatsApp only lets businesses message a customer freely within 24 hours of the customer's last message. To make surveys work reliably, EngageOne sends them as an approved WhatsApp template.

Set up the WhatsApp survey

1. Open your WhatsApp inbox and click the CSAT tab.
2. Turn on Enable CSAT.
3. Fill in:
   • Message: the survey text.
   • Button text: the label on the rating button, for example "Please rate us".
   • Language: the template language.
4. Check the Message preview on the right. It may look slightly different on WhatsApp.
5. Optionally, click Check utility fit. This gives a prediction of whether Meta will see your message as a Utility or Marketing template, and may suggest a rewrite you can apply with Use this rewrite.
6. Click Update.

When you save, EngageOne creates a dedicated survey template and submits it for WhatsApp approval as a Utility template.

Template status

Note: Meta decides the final category. It may classify the template as Marketing based on its content. The utility check is guidance, not a guarantee.

If you change the message later, EngageOne deletes the old template and submits a new one for approval.

When a survey cannot be sent

If the template is not approved and the conversation is outside the 24-hour messaging window, the survey is not sent. EngageOne adds a note to the conversation so your team knows.

The template survey works for WhatsApp inboxes connected directly through Meta and through Twilio.

See the results

Go to Reports → CSAT to see response counts, satisfaction scores and individual comments. You can filter by agent, inbox, team, rating and date range. See CSAT reports.

Related articles

• CSAT reports
• Labels
• WhatsApp
• Automations