Admin5 min readUpdated July 10, 2026
CSAT and feedback
Capture customer satisfaction after resolved conversations and review CSAT by channel, agent, and handling mode.
Monitor support quality using customer satisfaction surveys. If enabled, CSAT surveys are triggered automatically when a conversation is resolved.
Widget CSAT experience
- Trigger: CSAT card appears in the widget as soon as the agent marks the thread as resolved.
- Survey: Visitors rate their experience on a 1-5 scale and can leave a text comment.
- Linking: Satisfaction logs are linked to the conversation, contact profile, and owner.
Analyzing feedback trends
Filter your CSAT dashboards to pinpoint areas for improvement:
- Compare satisfaction ratings across channels (Chat, Email, WhatsApp).
- Compare ratings for AI-handled vs. Agent-handled conversations.
- Identify high-performing agents and review qualitative customer comments.