BoldDesk supports channel-based rich CSAT survey messages that are automatically sent when a conversation is closed. Instead of plain text survey links, customers receive interactive messages with buttons, making feedback faster and more engaging.
Each channel delivers surveys using its supported message format, ensuring a consistent yet optimized experience across platforms like WhatsApp and Telegram.

Supported Channels

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

How Channel-Based CSAT Works

1. An agent resolves and closes a conversation in BoldDesk.
2. CSAT automation is triggered.
3. BoldDesk generates a survey message based on channel configuration.
4. The customer receives a channel-specific message:
   • WhatsApp: Structured rich message (header, body, footer, button)
   • Telegram: Message with inline button (For example, Rate Us)

The customer clicks/taps the button and is redirected to the survey instantly.

Prerequisites

• A supported channel integration configured in BoldDesk

• Satisfaction Survey enabled

• CSAT enabled for:

  • Specific channels, or
  • All channels globally
    
  
  
  

How to configure Channel-Based Rich CSAT Survey Message

1. Navigate to Admin Settings

• Go to Admin → Satisfaction Survey → Channel-Based Survey

• View available channels and integrations
  

  
  
  

2. Manage Channel Configuration

• Select a channel (WhatsApp or Telegram)

• Click Manage for the specific integration
  

  
  
  

WhatsApp CSAT Configuration

The WhatsApp CSAT setup follows a navigation flow similar to Telegram, ensuring a familiar configuration experience. However, message setup varies depending on the selected provider, as each provider supports different formatting and delivery options.

1. Select WhatsApp Channel

• Navigate to Admin → Satisfaction Survey → Channel-Based Survey

• Expand WhatsApp under Omnichannel-Based Survey

• Choose an integration provider:

  • Meta Cloud API
  • Gupshup
  • Twilio
    
  
  
  

2. Manage WhatsApp Integration

Each provider includes a Manage (or configure) option used to define the CSAT survey message.

Meta Cloud API Configuration

Provides full control over the rich CSAT message format.

Available Fields

• Header (Optional): Title of the survey message

• Body (Required): Main survey message (For example: Hi {{requester.name}}, Thank you for contacting us. We’d love your feedback!)

• Footer (Optional): Additional context or branding

• Button Text (Required): CTA (e.g., Rate Us)
  

  
  
  

Save Configuration
Click Update to apply changes

Gupshup Configuration

Supports structured message customization similar to Meta Cloud API, excluding header-specific constraints.

Available Fields

• Body (Required)

• Footer (Optional)

• Button Text (Required)
  

  
  
  

Behavior

• Message is delivered as a rich interactive WhatsApp message
• Customers tap the button to open the survey instantly

Twilio WhatsApp Configuration

Twilio uses predefined templates, which are managed outside BoldDesk.

Key Notes

• CSAT templates must be created and approved in Twilio
• In BoldDesk, you can only select an existing template
• No direct editing of message content in BoldDesk UI

Workflow

• Configure template in Twilio

• Return to BoldDesk

• Select template via Manage / Configure option

• Save selection
  

  
  
  

Learn more about Rich CSAT Message Templates for Twilio WhatsApp in BoldDesk.

Telegram CSAT Configuration

The Telegram CSAT setup enables you to collect customer feedback through automated surveys sent after interactions. It follows a straightforward, step-by-step configuration process, allowing you to customize the survey message and call-to-action button to match your communication style and engagement goals.

1. Select Telegram Channel

• Navigate to Settings → Satisfaction Survey → Channel-Based Survey

• Choose Telegram
  

  
  
  

2. Customize Survey Message

Message Body

Define the text shown to customers.
Example:

Hi {{requester.name}},
Thank you for reaching out to us.
We’d love your feedback!

Button Label

Define the call-to-action button text.
Example:
Rate Us

3. Save

• Click Update

• Applies to all future Telegram CSAT surveys
  

  
  
  

Rating Scale Options

• 2-point scale

• 3-point scale

• 5-point scale
  

  
  
  

This scale applies to the CSAT survey form opened after clicking the message button. Learn more about Managing/Enabling the Customer Satisfaction Survey Settings.

Benefits of Rich CSAT Messages

• Higher response and completion rates
• Improved user engagement
• Reduced friction with one-click access
• Better visibility compared to plain links
• Consistent cross-channel experience

Use Cases

• Post-ticket feedback collection
• Customer satisfaction tracking across channels
• Agent performance evaluation
• Identifying service improvement areas

Troubleshooting

CSAT Not Sent After Conversation Closure

• Ensure Satisfaction Survey is enabled
• Verify CSAT is enabled for the channel
• Confirm supported integration is used

Cannot Edit Template (Twilio WhatsApp)

• Templates must be edited in Twilio
• Re-select updated template in BoldDesk

Missing Header Field
Header is available only for Meta Cloud API WhatsApp

Frequently Asked Questions

1. What is a CSAT survey?
   A CSAT survey measures customer satisfaction after an interaction.

2. When is a CSAT survey sent in BoldDesk?
   It is automatically sent when a conversation is closed.

3. Why use rich CSAT messages instead of plain text?
   Rich messages include interactive buttons, improving engagement and response rates.

4. Can I customize CSAT messages for each channel?
   Yes. WhatsApp and Telegram provide channel-specific customization options.

5. Can survey frequency be limited?
   No, BoldDesk currently does not support limiting how often surveys are sent.

Related Articles

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