CSAT (planned)
Customer satisfaction (CSAT) surveys let you measure how happy customers are after a conversation is resolved.
Status: planned / coming soon. CSAT is being built; the toggle is visible in Chat Widget → Chat Features but surveys are not yet sent. This page describes the intended behavior so you can plan for it.
The intended flow
A conversation is resolved (by a human or the AI).
The customer receives a short satisfaction prompt in the widget — a rating (typically a simple scale) with an optional feedback note.
Ratings attach to the conversation and aggregate per workspace, per agent, and per AI-vs-human resolution.
Where it will be configured
Settings → Chat Widget → Chat Features → CSAT surveys — the enable toggle.
AI-resolved conversations can participate, letting you measure AI resolution quality alongside human quality.
How teams will use it
Track satisfaction trends by team, inbox, and topic tags.
Compare AI-resolved vs. human-resolved satisfaction to tune the confidence threshold.
Follow up on low ratings — the rating links back to the conversation for context.
Preparing for CSAT
Make sure resolution discipline is solid — CSAT on never-resolved or instantly-reopened conversations is noise. See Resolving conversations.
Keep tags accurate so future CSAT segments are meaningful.
Watch the release notes for availability.
Related pages
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