How do customer satisfaction (CSAT) surveys work?

Enable Ask for satisfaction at closure in brand settings to send surveys for resolved conversations.

• Surveys are sent 1–168 hours after resolution, with a default of 24 hours. No survey is sent if the conversation reopens during that period.
• Customers rate the experience on a five-point scale from Very poor to Very good and can leave an optional comment.
• The survey link is valid for seven days and can be answered once. Customers can also rate the request in the portal.
• Customers can opt out using "I do not want to receive these surveys".

Configure a Low satisfaction rating notification to flag poor scores. Results appear in the Customer Service report.