CSAT surveys
Collect a satisfaction rating when conversations resolve.
Chatasist asks customers for a satisfaction rating when their conversation is resolved, and tracks response rate and average rating for analytics.
How it works#
When a conversation is resolved — whether by an agent or automatically by the AI agent — Chatasist sends a survey request inviting a 1–5 star rating (1 = poor, 5 = excellent) and an optional comment. A conversation is only asked once.
"Once" means once per conversation, not once per chat. A customer who comes back after a resolved chat starts a new cycle behind the scenes, but they are still the same conversation in the inbox and to them — so the rating request, and the warning before a chat closes itself, are each sent once across the whole thread rather than once per cycle.
The survey result is stored on the conversation:
| Field | Meaning |
|---|---|
| Rating | 1–5 stars. |
| Comment | Optional free text. |
| Requested at | When the survey was sent. |
| Responded at | When the customer answered. |
Replying without tapping a star#
A customer can also just type a number. A bare 1–5 reply to a pending survey — optionally
followed by a short comment, like 4 great service — is recorded as the rating
deterministically, with no model involved. Anything else (a sentence, an emoji, a new
question) is treated as a normal message and the survey stays pending until it's answered
or the chat auto-closes.
Reporting#
Response rate, average rating, and counts of surveys requested vs. responded appear on the analytics dashboard.
Send WhatsApp messages to many customers at once.