Channel Based Rich CSAT Survey Messages in BoldDesk
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 it’s 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 channels
How to Configure Channel Based Rich CSAT Survey Message
- Navigate Admin > Satisfaction Survey > Channel-Based Survey tab
- You’ll see Omnichannel-Based Survey with WhatsApp and Integration via rows.
- Each integration shows a Manage button on the right.
- Once you click on manage you will be required to configure the CSAT template with 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.
- 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.
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.
