Settings · Customer satisfaction

Overview

Customer satisfaction surveys ask customers to rate their chat when it ends. On your website chat, a customer who closes the chat after getting a reply sees "How was your experience?" with 1 to 5 stars, and can say whether they got what they needed and add a comment. Surveys are off until you turn them on here. The answers appear in Analytics, Customer satisfaction.

Features

Enable customer feedback

The main switch. Off by default. Turning it off stops new survey requests and keeps all past feedback.

Questions

Ask whether they got what they needed adds a Yes or Not yet question. Allow an optional comment lets customers write a short note. Both are on by default.

Survey delivery by channel

Today surveys run on your Website chat, shown when a visitor closes the chat. Other channels are listed under Not available yet. A customer gets one survey per interaction; a new message after 30 minutes of quiet starts a new interaction in the same conversation.

Flag low feedback for the team

When on, a rating of 1 or 2 stars, or a Not yet answer, is marked Follow-up needed and your team gets an in-app notification. It does not change your AI or handover settings.

Common tasks

Turn on customer satisfaction surveys

About 2 min

In the sidebar, open Settings, then Customer satisfaction.
Turn on Enable customer feedback, and choose whether to ask about resolution and allow a comment.
Under Survey delivery by channel, turn on Website.
Turn on Flag low feedback for the team if you want alerts. Press Save Changes in the bar at the bottom.