How to Manage CSAT Surveys for Live Chat and Omnichannel

This guide shows you how to configure Customer Satisfaction (CSAT) surveys to capture reliable feedback at the end of chat conversations—whether customers use the live chat widget or communicate through omnichannel sources (such as SMS and social messaging). You’ll learn how to enable CSAT, tailor the survey question and rating scale, add follow‑up questions, and understand the customer experience based on your selected delivery channels—including what happens when a customer goes offline before the chat is closed.

1) Chat Survey Settings (CSAT)

To begin configuring CSAT surveys, navigate to:

Admin → Chat → Satisfaction Survey

This area is where you:

• Enable CSAT for chats
• Configure where CSAT is delivered (based on selected channels/sources)
• Optionally enable email delivery
• Customize survey text and rating behavior

For step-by-step instructions, learn more on Managing/Enabling the Customer Satisfaction Survey Settings.

2) Configure Additional Follow‑Up Survey Questions

To capture richer qualitative feedback, add follow‑up questions that appear after the customer submits a rating. Explore more on How to Configure Additional Follow-Up Survey Questions for CSAT.

3) How Customers Receive Satisfaction Surveys (Delivery and Timing)

CSAT surveys are triggered after the conversation is closed, but the delivery method depends on your configuration in the CSAT settings:

• Send survey link for

  • Every channel → CSAT can be delivered for all configured sources
  • Specific channels → CSAT is delivered only for the sources you select under Select Sources

• Send CSAT via Email (if enabled) → CSAT can be delivered by email.

  

The sections below describe what customers see only for the channels/sources you have enabled in your CSAT delivery settings.

A) Live Chat Widget (in‑widget experience)

Applies when the Live Chat Widget source is enabled under your CSAT delivery settings (Every channel or selected under Specific channels).

When CSAT is enabled for the Live Chat widget, customers will see a survey popup or inline feedback section after the conversation closes.

After selecting the rating, an inline popup may prompt users for additional feedback (if follow‑up questions are configured), as shown below:

B) Omnichannel Chats (link‑based survey)

Applies when the omnichannel source is enabled under your CSAT delivery settings (Every channel or selected under Specific channels).

For conversations over SMS, social media, or messaging apps, customers receive a clickable survey link after the conversation closes.

C) Email (embedded options or link)

Applies when “Send CSAT via Email” is enabled in CSAT settings and an email address is available (based on your setup).

If the survey is sent via email, users receive as:

• Embedded rating options in the email (depending on configuration)

CSAT Behaviour When Customers Go Offline Before Chat Closure

Customers may go offline during a conversation—for example, they close the browser tab, lose internet, or leave the website. In these cases:

• CSAT is triggered only after the conversation is closed
• CSAT is delivered only through the channels/sources you selected in:

  • Send survey link for: Every channel / Specific channels (Select Sources), and/or

  • Send CSAT via Email (if enabled)

    

What happens end‑to‑end

1. The customer goes offline or becomes inactive.

2. The conversation remains open until it is closed:

   • Manually by an agent, or
   • Automatically by your chat/workflow settings

3. After closure, CSAT is delivered based on your enabled delivery channels:

   • Live chat widget (if enabled for CSAT)

     • The in‑widget CSAT prompt generally appears only if the customer returns to the widget after the chat is closed.
     • If the customer never returns to the site/widget, they may not see the in‑widget survey prompt.

   • Omnichannel (SMS/social/messaging apps) (if enabled for CSAT)

     • The customer receives a survey link in the enabled channel after closure.
     • They can complete it whenever they reopen the message thread.

   • Email (if enabled for CSAT)

     • If email delivery is enabled and an email address is available, the survey can be sent by email after closure—helping you capture feedback even if the customer does not return to the widget.

Frequently Asked Questions (FAQs)

1) What is a CSAT survey and why use it?
A CSAT survey measures how satisfied customers are with a specific interaction—typically right after a chat ends. It helps you identify what’s working, where to improve, and trends by channel or agent.

2) Where do I enable CSAT for chat in BoldDesk?
Go to Admin → Chat → Satisfaction Survey. From there, you can enable/disable CSAT, customize the prompt, configure delivery options, and choose your rating scale.

3) What determines which channel delivers the CSAT survey?
CSAT delivery depends on your settings under Send survey link for:

• Every channel (all sources), or
• Specific channels (only selected sources under Select Sources)
  and whether Send CSAT via Email is enabled.

4) How do customers see the survey in the live chat widget?
If the widget source is enabled for CSAT, customers see an in‑widget popup or inline feedback section after the conversation closes. After choosing a rating, an optional comment box can appear for additional feedback.

5) How are surveys delivered over SMS, social, or messaging apps (omnichannel)?
If those sources are enabled in your CSAT settings, customers receive a clickable survey link after the conversation is closed.

Related Articles

• Managing/Enabling the Customer Satisfaction Survey Settings
• How to Configure Additional Follow-Up Survey Questions for CSAT