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Enable the satisfaction survey (CSAT) on an inbox

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Michael

Michael

Last updated on Jun 26, 2026

📍 Where to find it: Inboxes → (your inbox) → Settings → "CSAT" tab

The satisfaction survey (CSAT) asks the customer to rate the exchange once the conversation is resolved.

How it works

You enable CSAT and choose the display (emojis or stars) and the message. When a conversation is resolved, the customer receives the survey. You can also limit sending based on label rules. For WhatsApp, the survey goes through a message template (to be approved by Meta), and an AI analyzer can help you check that the template is indeed of the "utility" type.

Step by step

  1. Inboxes → Inbox settings → "CSAT" tab.
  2. Enable the satisfaction survey.
  3. Choose the display type (emojis/stars) and write the message.
  4. Set the sending rules by label if needed.
  5. For WhatsApp, fill in the template text, the language and the button, then save (the template will be submitted to Meta).

Good to know

  • On WhatsApp, the template must be approved by Meta: its status (pending / approved / rejected) is shown.
  • Limit CSAT to relevant conversations via label rules so you don't over-solicit.