Ask how the conversation felt, then learn from it.
After an eligible chat closes, the customer can submit a satisfaction score and comment. Reports aggregate the persisted responses by time, agent, group and other allowed filters.
See how support work moves.
Review volume, resolution and satisfaction from the same workspace.
A team can find where answers are working and where a support process needs attention, using feedback from actual closed conversations.
How it works.
Follow the implemented workflow from the first action to the next.
Set eligibility
The merchant configures when a resolved conversation should show the CSAT prompt.
Collect one response
The widget asks for a score and optional comment and prevents a duplicate submission for the same eligible chat.
Interpret the report
Review response counts, rate, score distribution and agent/group breakdowns with the applicable permission.
Built around the work.
Conversation-linked feedback
A rating belongs to an eligible closed thread, not a page view or invented survey response.
Score and comment
The customer can give a score and text, with in-progress choice retained during widget refresh.
Clear denominators
Reports separate eligible and responded conversations, then compute response rate and raw-score summaries.
Make it work for your team.
- Configure the CSAT prompt and eligibility rule.
- Filter reports by date/timezone and authorized agent or group dimensions.
- Use tags or forms to investigate context alongside ratings.
Know what to expect.
- A score describes respondents, not all customers; response rate should accompany averages.
- An eligible chat accepts only one response under the validated concurrency rule.
- No public customer satisfaction claim is made from illustrative UI.
A follow-up after an answer
Illustrative: when a support chat is resolved, a customer gives a score and short comment. The manager sees that response in a tenant-scoped CSAT report, alongside the count of eligible chats.
The details matter.
Does every conversation receive a CSAT prompt?＋
No. The prompt depends on configured eligibility and a resolved conversation.
Can a customer rate the same chat twice?＋
The validated API rejects a duplicate CSAT response for the same eligible conversation.
Make every conversation easier to carry forward.
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