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CSAT surveys

Rolling out. CSAT surveys are not switched on yet. Until they are, AskVault sends no rating request, and a conversation only gets a rating when your own system posts one to the POST /v1/agent/csat API.

A CSAT (customer satisfaction) survey asks the customer one question after their conversation is resolved: how would they rate the help they got, from 1 (poor) to 5 (great). They can add a comment if they want to.

When a survey is sent

  • After a person handled the conversation. A survey goes out when a teammate resolves a conversation that was handed to a human, or where a teammate replied. Resolving from the conversation, changing its status to a resolved status, and bulk-resolving from the inbox all count.
  • Once per conversation. Resolving the same conversation again, for example after reopening it, never sends a second survey.
  • Only when a teammate resolves it. A survey is sent only when someone on your team resolves the conversation in the Help Desk. A conversation that closes any other way gets no survey: the 4-hour idle timeout, an automation rule, or the customer confirming their question was answered (in the widget or through the API).
  • AI-only conversations only if you choose to. If a teammate resolves a conversation your AI agent handled on its own (for example, by bulk-resolving a batch of AI chats), no survey is sent by default. Turn on Also survey AI-only conversations in the CSAT settings to include them. This setting does not survey conversations the AI or the customer closed without a teammate.

Where the customer sees it

ChannelWhat the customer gets
Website widget, hosted chat pageA rating card in the chat thread: five buttons and an optional comment box.
Email assistantAn email from your connected mailbox with five rating links. Each opens a page where they confirm the rating and can add a comment. Opening a link alone records nothing.
WhatsAppA message asking them to reply with a number from 1 to 5, only while WhatsApp's 24-hour customer-service window is open (see below).
TelegramA message with five rating buttons. They can also reply with a number.
SMS, voice, Slack, Discord, Intercom, APINo survey.

Messenger and Instagram are not available yet.

WhatsApp only lets a business send a normal message within 24 hours of the customer's last message. So a WhatsApp survey only goes out if the customer wrote to you in that conversation in the last 24 hours. If they didn't, no survey is sent for that conversation. Your own team's replies don't extend the 24 hours. (Rolling out; until it is switched on, WhatsApp surveys are sent whenever the conversation is resolved.)

On WhatsApp and Telegram, a reply that is just a number from 1 to 5 is taken as the rating, as long as it is sent within 7 days and before the customer starts a new conversation. It is not sent to your AI agent and uses no message credits. Any other reply goes to your agent as usual.

If the customer has already closed the chat when the conversation is resolved, the card shows up in their conversation history the next time they open it.

How answers are counted

  • The first answer counts. A customer can change their rating within 10 minutes of giving it, using the same survey. After that it is locked.
  • A survey answers for 7 days. After that the rating card and the email links stop accepting answers.
  • The API can't overwrite a customer. Once a customer has rated a conversation, a rating sent to the POST /v1/agent/csat API for that conversation is refused (HTTP 409).

Where you see the results

  • In the inbox. The conversation's side panel shows the customer's rating and comment.
  • In reporting. The resolution report shows your CSAT %, which is the share of ratings that are 4 or 5. It also shows how many ratings you received, how many surveys were sent and the response rate.

Settings

Admins can turn surveys off for a workspace, or include AI-only conversations that a teammate resolves, from the Help Desk CSAT settings. Once the rollout is switched on, surveys are on for conversations a person handled until you change this.

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