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Overview

The CSAT (Customer Satisfaction) Survey flow action enables you to automatically collect feedback from customers after their support interactions. This powerful tool helps measure service quality, identify areas for improvement, and track agent performance through simple emoji-based ratings or detailed survey responses.

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Key Features

Multi-channel Support

Send surveys via Email, WhatsApp, Web Widget, Instagram, Facebook, and TikTok

Smart Delivery

Built-in duplicate prevention ensures customers receive only one survey per ticket

Flexible Templates

Customize messages for each channel with dynamic variables and formatting

Quick Ratings

One-click emoji ratings (😡 😟 😐 😊 😍) or full survey links for detailed feedback

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Prerequisites

Before using the CSAT Survey action, ensure: - Your workflow has a trigger that provides ticket context (e.g., “Ticket Resolved”, “Ticket Closed”) - Customer contact information is available in the ticket - The ticket has a valid channel associated with it

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Configuration Guide

1

Add CSAT Survey Action

Navigate to your workflow and click the + button to add a new action. Search for “CSAT Survey” and select it from the list.
Adding CSAT Survey action to workflow
2

Configure Channel Messages

The CSAT Survey action displays tabs for each available channel. Click on a channel tab to configure its settings.
CSAT Survey channel configuration tabs
For each channel: - Toggle the switch to enable/disable the channel - Compose your survey message using the text editor - Insert variables using the / key
3

Create Survey Messages

Use the rich text editor to create engaging survey messages. Type / to insert variables:
Message editor showing variable insertion
Social channels have character limits: - Instagram: 1,000 characters - Facebook: 900 characters
  • TikTok: 150 characters
4

Preview and Test

Use the workflow tester to preview how your surveys will appear across different channels.
Preview of email survey with emoji ratings

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Channel-Specific Features

Each channel has unique capabilities and limitations for CSAT surveys:
  • Email
  • WhatsApp
  • Web Widget
  • Social Channels
Features:
  • Full HTML formatting support
  • Clickable emoji rating buttons in a styled card
  • Embedded “Rate your conversation” section
  • No character limit
Supported Variables:
  • {{likert_scale}} - Displays clickable emoji buttons (😡 😟 😐 😊 😍)
  • {{survey_link}} - Direct link to full survey page
Email surveys have the highest response rates due to the visual emoji buttons

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Available Variables

Use these variables in your survey messages to personalize the experience:
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contact.firstname
string
Customer’s first name from their profile
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contact.lastname
string
Customer’s last name from their profile
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contact.email
string
Customer’s email address
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contact.phone
string
Customer’s phone number
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ticket.ticket_number
string
Unique ticket identifier (e.g., “2844”)
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ticket.subject
string
Ticket subject or title
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ticket.channel
string
Channel where ticket was created
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ticket.status
string
Current ticket status
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survey_link
string
required
Unique URL to the survey page. Always available for all channels.
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likert_scale
string
Channel-specific rating interface. Shows emoji buttons for email, quick replies for WhatsApp/Web.

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Message Templates

Here are example templates for different channels: 
Hello {{contact.firstname}},

Thank you for contacting our support team regarding ticket #{{ticket.ticket_number}} - "{{ticket.subject}}".

We'd love to hear about your experience:

{{likert_scale}}

Or if you prefer, you can provide detailed feedback here: {{survey_link}}
For your Information: - Signature is getting automatically added based on your channel

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Survey Analytics

Track and analyze survey responses through the dedicated surveys dashboard:
CSAT survey analytics dashboard
Available metrics:
  • Overall satisfaction score
  • Response rate by channel
  • Individual agent performance
  • Trend analysis over time
  • Detailed customer comments

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Best Practices

Timing is crucial: Send surveys 24-48 hours after ticket resolution for optimal response ratesPersonalization matters: Always use the customer’s name and reference their specific issueKeep it simple: One-click ratings get 3x more responses than detailed surveysTest thoroughly: Use the workflow tester with different scenarios before going liveMonitor regularly: Check survey analytics weekly to identify trends and coaching opportunities

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Technical Details

Survey Expiration: All surveys expire after 30 days to maintain data relevanceDuplicate Prevention: Each ticket can only trigger one survey, preventing customer fatigueSecurity: Survey links use secure tokens and cannot be guessed or sharedData Retention: Survey responses are permanently linked to tickets and agents for historical analysis

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Common Issues & Solutions

Possible causes:
  • Ticket missing contact information
  • Channel not enabled in survey configuration
  • Survey already sent for this ticket
  • Customer has no email/phone for the channel
Solution: Check the workflow execution logs for specific error messages
Possible causes: - Incorrect variable syntax (check spelling) - Variable data not available (e.g., contact.firstname is empty) - Using unsupported variables for the channel Solution: Use the workflow tester to verify variable values and availability
Possible causes: - Sending surveys too late after resolution - Message not engaging or too long - Missing personalization - Wrong channel for customer preference Solution: A/B test different message templates and sending times
Possible causes:
  • Message too long for social channels
  • Variables expanding beyond limit
Solution: Use the character counter in the editor and create channel-specific short versions

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Example Workflows

Condition based Customer Surveys:
  1. Trigger: Ticket Closed
  2. Condition: Check if customer meets a condition
  3. CSAT Survey: Send personalized survey