CSAT Reports

Track customer satisfaction scores and feedback. Identify trends and take action to improve customer experience.

Everything you need to track satisfaction

Collect, analyze, and act on customer feedback.

Emoji & Star Ratings

Enable surveys per inbox

Turn on CSAT surveys for any inbox. When agents resolve conversations, customers automatically receive a feedback request. Configure different settings for different channels.

Enable or disable CSAT per inboxChoose between star rating or emoji scaleCustomize the survey message (up to 200 characters)Surveys sent automatically when conversations are resolvedCustomers can optionally leave detailed feedbackInbox CSAT settingsEnable CSATSurvey message Rate your conversation with our support team Up to 200 characters

Emoji Stars WhatsApp CSATApproved by WhatsAppMessage PreviewHello! Can you please take this quick survey and provide us with your feedback.

Templates are created and sent for WhatsApp approval automatically

• Enable or disable CSAT per inbox
• Choose between star rating or emoji scale
• Customize the survey message (up to 200 characters)
• Surveys sent automatically when conversations are resolved
• Customers can optionally leave detailed feedback

Native WhatsApp survey templates

Send CSAT surveys through WhatsApp using approved message templates. Customers receive a professional, branded survey message with a button to rate their experience.

WhatsApp-approved message templatesCustomize message text and button labelMulti-language support for global teamsTemplates created and submitted for approval automaticallySurvey rulesSend only for specific labelssupportbillingtechnicalExclude specific labelsspaminternalControl which conversations trigger CSAT surveys using labels

• WhatsApp-approved message templates
• Customize message text and button label
• Multi-language support for global teams
• Templates created and submitted for approval automatically

Control when surveys are sent

Not every conversation needs a survey. Use labels to control exactly which resolved conversations trigger a CSAT request and which ones don't.

• Send surveys only for conversations with specific labels
• Exclude conversations with certain labels from surveys
• Different rules for different inboxes
• Avoid survey fatigue for non-support conversations

Track satisfaction over time

See your average CSAT score, response rates, and detailed feedback all in one dashboard. Filter by date range, agent, or inbox to spot trends and areas for improvement.

Track average CSAT score over timeSee survey response ratesFilter by date range, agent, or inboxRead individual customer feedback commentsExport CSAT reports for analysis4.6

2 hours ago"Very helpful and quick response!"

5 hours ago"Good support, resolved my issue"

Conversation #4521"Took too long to get a response"

Review Note"Low score caused by shipping delay from third-party vendor, not support quality. Customer was waiting for tracking update."

Review notes are only visible to admins

• Track average CSAT score over time
• See survey response rates
• Filter by date range, agent, or inbox
• Read individual customer feedback comments
• Export CSAT reports for analysis

Add context to CSAT scores

Sometimes a low score isn't about support quality. Add internal notes to CSAT responses to capture context like external delays, product issues, or customer circumstances.

• Add internal notes to any CSAT response
• Visible only to admins and users with report permissions
• Document external factors affecting scores
• Notes included in CSAT report exports
• Track patterns across multiple responses

Why track customer satisfaction

Turn feedback into actionable insights.

Quality MonitoringTrack agent performance and identify coaching opportunities based on customer feedback.

Trend AnalysisSpot patterns in satisfaction scores and take action before small issues become big problems.

Agent RecognitionCelebrate high performers and share positive customer feedback with your team.

Product FeedbackSurface product issues mentioned in customer comments to your product team.

Customer RetentionFollow up with unhappy customers to resolve issues and prevent churn.

Team BenchmarkingCompare CSAT scores across teams and inboxes to maintain consistent quality.

Start measuring customer satisfaction

Enable CSAT surveys and get direct feedback from your customers after every conversation.