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CSAT Surveys

CSAT (Customer Satisfaction) surveys measure how satisfied your contacts are with the support they received. After a conversation is resolved, the contact is asked to rate their experience and optionally leave a comment. Responses flow into your analytics so you can track satisfaction over time and spot conversations that need follow-up.

How it works

When CSAT surveys are enabled for an agent, a survey is sent automatically after a conversation is resolved.

  • Chat conversations — CSAT is presented inline in the chat widget as soon as the conversation is resolved. Custom CSAT forms for chat are not yet supported.
  • Email conversations — a survey email is sent to the contact after a configurable delay.
  • Other channels (SMS, voice, social) — a short message is sent on the same channel containing a link to the survey rating page. The contact clicks the link to complete the survey.
CSAT survey email

When the contact clicks through the survey, they land on a rating page where they can leave a score and a comment.

CSAT survey rating page

Configuring CSAT

Open your agent’s settings and go to the Satisfaction tab.

  • Send satisfaction survey — toggle this on to send CSAT surveys after a conversation is resolved. This toggle is always on for chat conversations.
  • Email satisfaction survey delay — for email agents, set how long to wait after resolution before sending the survey email.

Changes only apply to conversations that get resolved after you save.

Customizing the survey form

Use the CSAT form editor to customize the survey customers see after they open a survey link.

  • Set the form title, intro text, thank-you message, email subject, and accent color.
  • Choose whether the main rating uses faces or stars, and select a binary, 3-point, or 5-point scale.
  • Add follow-up questions such as text, number, yes/no, single-choice, or multi-choice fields.
  • Choose which rating field updates the conversation CSAT score, and optionally choose which text field saves to the conversation comment.
  • Publish the form when it is ready. Existing survey links keep using the form version that was sent with that conversation.

CSAT forms use a fixed Applied layout rather than custom HTML. This keeps the email and survey page accessible and consistent while still letting each agent match the language and color of the customer experience.

When a customer submits a form, Applied saves the response on the conversation, updates the conversation’s CSAT score for filtering, and sends the form data to analytics. Satisfaction dashboards continue to report Positive CSAT %, while the CSAT Forms dashboard shows submissions, positive ratings, rating distribution, and choice breakdowns.

Next steps

Last updated on
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