BoldDesk supports channel-based rich CSAT survey messages. When a chat closes, it automatically sends a rich survey message—rather than a plain text link—making feedback easier and more engaging. Each message is tailored to its platform’s capabilities.

Supported Channels:

• WhatsApp (via Meta Cloud API, Gupshup, Twilio)

Prerequisites

• Supported Channel Integration in BoldDesk
• Enable Satisfaction Survey
• Enable CSAT either for the specific channels or every channel
  
  
  
  
  

How to Configure Channel-Based Rich CSAT Survey Message

1. Navigate Admin > Satisfaction Survey > Channel-Based Survey tab
2. You’ll see Omnichannel-Based Survey with WhatsApp and Integration via rows.
3. Each integration shows a Manage button on the right.
   
   
   
   
   
4. Once you click on Manage you will be required to configure the CSAT template with the following fields.
   • Header - Represents the heading of the rich CSAT message. This field is optional and is available only for Meta Cloud API WhatsApp configuration.
   • Body - Represents the main content of the rich CSAT message displayed to the customer. This field is mandatory.
   • Footer - Here you provide an optional footer message.
   • Button Text - A mandatory, customizable label displayed on a clickable button in the user interface.
5. Click on Update to save the configured survey message for the selected WhatsApp Channel.
   
   
   
   
   
   
   
   

• For Twilio WhatsApp, the CSAT template is set up within Twilio, and the Manage option permits selection only from the preconfigured CSAT templates available in Twilio.

Learn more about How to Configure Rich CSAT Message Templates for Twilio WhatsApp.

Rating Scale Options

• Configurable rating scales:
  • 2-point
  • 3-point
  • 5-point
    
    
    
    
    

Learn more about Changing Rating Scale.

Configuration Limits

• BoldDesk does not provide a single global per-period throttle for conversation-based CSAT across all chat/omnichannel sources.
• It is currently not possible to restrict how often conversation-based CSAT survey messages are sent to customers.

Troubleshooting

Rich CSAT Survey Message is not Sent After Chat Closure

• Confirm Satisfaction Survey is enabled.
• Confirm CSAT is enabled for the specific channel or enabled for all channels.
• Confirm the WhatsApp integration is one of the supported providers (Meta Cloud API, Gupshup, Twilio).

“Manage” Does Not Allow Editing the Message Content (Twilio WhatsApp)

• For Twilio WhatsApp, BoldDesk only allows selecting from templates configured in Twilio. Configure or edit the template in Twilio, then reselect it in BoldDesk.

Header Field is Missing

• The Header field is available only for Meta Cloud API WhatsApp.

Frequently Asked Questions (FAQs)

Q1: What is a CSAT survey?
A CSAT survey measures customer satisfaction after an interaction, helping businesses track service quality.

Q2: Why use rich survey messages instead of plain text?
Rich messages include interactive buttons, making it easier for customers to respond quickly.

Q3: Can I customize the CSAT for each WhatsApp provider?
Yes. Customization varies by provider: Meta Cloud API allows changes to the header, body, footer, and buttons; Gupshup supports customization of the body, footer, and buttons; Twilio relies on predefined templates.

Q4: How can we limit conversation‑based survey messages so customers don’t receive too many in a day?
BoldDesk does not provide a single, global per‑period throttle for conversation‑based CSAT across all chat/omnichannel sources.

Related Articles

• Managing/Enabling the Customer Satisfaction Survey Settings
• Manage Customer Satisfaction Surveys (CSAT) for Live Chat & Omnichannel