Configuring Customer Satisfaction Surveys for Live Chat and Omnichannel

In this article, you’ll discover how to effectively manage and enable customer satisfaction surveys across live chat and omnichannel platforms.

Chat Survey Settings

To begin configuring CSAT surveys, navigate to Admin > Chat > Satisfaction Survey.

For detailed instructions on enabling CSAT surveys, customizing survey questions, and adjusting rating scale settings, refer to this support article.

Configuring Additional Follow-Up Survey Questions

To gain deeper insights into customer experiences, you can configure additional follow-up questions for your CSAT surveys. Refer to this article for step-by-step guidance on enabling and customizing these follow-up questions.

How Customers Receive Satisfaction Surveys

Satisfaction Survey in Live Chat Widget

When a satisfaction survey is enabled, users interacting through the live chat widget will see a survey popup or feedback section after the conversation is closed.

Satisfaction Survey for Omnichannel Chats

For interactions through omnichannel platforms (e.g., SMS, social media, or messaging apps), users will receive a clickable survey link to provide their feedback.

Satisfaction Survey via Email

If the survey is sent via email, users will receive a survey link or embedded feedback options directly in their inbox, allowing them to share their experience conveniently.